Embedding the self service customer returns portal
Creating custom rules for advanced returns policies
How Returns Work in ReturnZap
Returns are created in ReturnZap in one of two ways:
Through the customer facing returns portal that you link to or embed in your Shopify site. We'll talk about how to configure this later in the guide.
By shop administrators, on behalf of customers. We won't cover this in this getting started guide.
Every Shopify merchant handles returns differently. ReturnZap is built to be flexible and to work for the needs of all merchants. We configure some defaults for you but you need to complete configuration of the app before you can get started!
Configure Your Return Policies
ReturnZap allows you to configure your returns policy - select whether your policy allows for refunds, exchanges, and/or refunds to store credit
Configure your return policy by navigating to Settings > Policy within the ReturnZap app
Define your return policy for each return method. You can define a policy based on days since delivery or days since order. Customers whose orders fall outside of these windows will not be permitted to submit a return.
Depending on your plan, you will have the option to configure one click resolution of refunds, exchanges, and store credit from within ReturnZap and to define default restocking fees
You can further customize this return policy by creating rules to define flexible return windows (more on this later)
Within the Settings > Policy page, you may also define your own custom return reasons
Return reasons will be displayed to customers via the self service returns portal and associated with the RMA for tracking purposes
By default, ReturnZap defines the following return reasons: Damaged or Defective, Did Not Like, Wrong item, Wrong Size, Other
You can delete, rename, or reorder the default return reasons. You can add new return reasons by clicking "Add new return reason" and then saving the page.
Image upload requirements are disabled by default but can be configured on a reason by reason basis. If enabled, customers will be prompted to upload an image of their return through the ReturnZap portal.
You can also add translations for return reasons by clicking the Translations tab and adding your own translations for the default reasons
With ReturnZap, you can completely customize the notifications that your customers receive throughout the returns process
Navigate to Settings >> Notifications to see a list of templates that can be modified to match your shop look and feel
Edit the send from email address from which customers receive notifications
For reach return stage you have configured, add text to the email body if you wish to notify customers when a return enters this status. For example, you can use this setting to notify customers that their return has been received and a refund is on the way.
Customize the message displayed to customers when they successfully initiate a return via the embedded returns portal - full HTML is supported!
ReturnZap allows you to embed a self service customer returns portal directly on your Shopify storefront
Navigate to Settings >> Customer Portal
Note: As of February 2023 ReturnZap has released an updated returns portal. We will continue to support the legacy portal for the foreseeable future. You may choose to embed either portal from your Customer Portal settings page.
Once added to your shop, you can customize the look and feel of the returns portal with some simple code. See how: New Portal or Legacy Portal