Returns Portal: How your Customers Use It

How Your Customers Use the Portal

The Returns Portal is an extension of our app that is directly available within your store.

You can fully customise the Returns Portal, both Style and Text. If you would like help we will gladly customize it for you.
On this page however, we've kept the basic black and white design.

Your Customers will be able to find it after you've added the portal link to your store.

When they land on this page, your customer will need to fill the order number and email they used to make it.

They are then shown the items that they bought:

To start the return process of any item, your customer must select a quantity first. Then, they'll have to select a return reason.

Note: return reasons are customizable in the settings.

After selecting a return reason, an image upload drop zone might appear.
You configure the image upload in the settings: for each return reason, choose whether you want the image upload option, and whether to make it required or optional.

In the example below, you can see that for the reason "Damaged", we've set the image uload to "Required". Your customer will not be able to submit a request without uploading an image for this item.

Finally to return an item, your customer will need to select a Resolution Method.
The three default choices are Refund to original payment method / Store Credit via gift card / Make an exchange.
You control in the settings which options your customer sees.
Also, you can add an extra option which you can call whatever you want.

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NOTE: Even though your customer has all the options, you are the one who will ultimately decide what happens.
Think of your customer's choice here as a statement of desire, not something you cannot change.

Exchanging

If your customer selects the option "Make an exchange", the default is that they will be shown our Product Picker, which enables them to select any item in your store for an exchange (you can decide in the setting whether to show out of stock items).

In the settings, you can change this exchange method to two others.
Instead of seeing the Product Picker, you can modify your settings so that your customers get:

• A Variants selector: only exchange an item for itself or its variants
• An exchange note: let your customer write a note where they can write whatever they want, instead of making a specific product selection.

Additional features

Some of these have to be turned on in the settings.

After their return selection, your customer can still:

• Add a note about their return
• Be shown the text of your choice + link (you can customize both in the settings)
• Tick a checkbox with text of your choice (you can make this required or optional)

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When they've mad their selection, your customer can submit their return request:

The "Request button" only works if a quantity and a reason have been given for each item return-requested.

Again, that the resolution option that your customer chooses is in no way binding. Take it as your customer's preference.
You will have the final decision in the Returns Dashboard.

After your customer presses "Request Return", you receive a notification email informing you of this request, containing a link that will take you to your Returns Dashboard.

Your customer will also receive a confirmation email:

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