Frequently Asked Questions

Updated 11 November 2026

A Shopper Says They Never Got the Return Email.

Open the return and read the timeline. If it reads Email not delivered: address bounced. We will not email this address again., the address rejected the email permanently and ReturnZen will not email it again for your store; ask the shopper for a working address.

If it reads Email not delivered: the mailbox was unavailable. Later emails will still be sent., the failure was temporary and later emails still go out.

If there is no line at all, check which emails are switched on and which sender is in force under Shopper > Notifications. A return you cancelled yourself with Cancel Return sends the shopper no email; only a cancel the shopper makes sends the cancel email. See Notifications: who sends the emails and who they come from.

Does ReturnZen Work With Product Bundles?

Yes. Shopify's own bundles and Bundly are recognised, and any app that puts one line on the order for the whole set can be described in the bundle list under Policy > General, Bundles.

Each piece shows which bundle it came from. You can require the whole set back with Only allow full bundle returns, and decide what the kept pieces are worth when only part of a set is returned. See Bundles.

What Happens to Open Returns When I Delete a Policy?

Nothing changes for them. Open returns keep the policy they were created under, with its settings, until each one finishes.

The deleted policy stops matching new orders and disappears from the pickers. You can reuse its name. See Return policies.

The Customer Was Emailed One Refund Amount and Shopify Shows Another. Why?

This happens when a refund is capped by Shopify because part of the order was already refunded there (see I refunded an order in Shopify myself).

The email and the return page state what Shopify actually refunded, and the difference shows as a Refund adjustment line. If a shopper asks, the return page's timeline shows both figures with dates. See Refund figures versus quotes.

A Shopper in Germany Says They Have a Legal Right to Return. Do I Have to Accept It?

Within 14 days of delivery, yes, for any reason. Send them to your withdrawal page: your portal address followed by /portal/withdrawal.

They get a full refund including the outbound shipping they paid, to the original payment method, with no fee. You may ask them to pay the return postage if your policy page says so, and you may hold the refund until the item is back or a tracking scan shows it on its way. See Returns from EU and UK shoppers (right of withdrawal).

This article describes how the feature works. It is not legal advice.

An Expired Return Still Shows a Button to Process It. Is That Right?

Yes. A return expires 28 days after it was submitted if no carrier has scanned it. It stays reopenable until 60 days after it was submitted, which is about 32 days after it expires. The button reads Reopen and Process.

Click it when the parcel finally arrives, or let a carrier scan reopen the return on its own. Once 60 days have passed since the return was submitted it is closed for good, and the button's tooltip reads This return was submitted more than 60 days ago and can no longer be reopened. Refund or credit the customer on the Shopify order instead. See Expiry and reopening a return.

An Instant Exchange Shopper Was Charged but the Item Arrived. Now What?

The return is held in Needs review so you can look at the item. The banner reads The shopper's X Instant Exchange charge is still in place and the item has arrived. Refund the charge or close the return., or says the return was processed before the item arrived.

If the item is fine, click Refund Charge and the money goes back to the shopper's card. If it is not resellable, click Close Return and the charge stays. See Instant Exchange.

Why Is My Return Label Failing, and Which Address Is Wrong?

A return label ships from the shopper's address on the order to your return destination under Shipping > Destinations.

When the carrier refuses the label, the return page's timeline shows the carrier's own reason. When your destination also failed address verification, the timeline names it as the likely cause: check its street number under Shipping > Destinations first, then the shopper's address on the order. A made-up shopper address on a test order is refused by USPS.

While EasyPost is switched off or has no key saved, no label is bought at all: Create Shipping Label and Regenerate Label on the return page are disabled, with a sentence saying why and a link to the EasyPost settings.

In both cases the shopper is given your return address and self-ship instructions, so they are never stuck. See When a label fails and Troubleshooting label errors.

The Return Label Was Addressed to the Customer Instead of to Me.

Every return label ships from the shopper to your return destination under Shipping > Destinations.

If you have an older label that is addressed the other way round, reissue it with Regenerate Label on the return page; the previous label is voided. See Regenerating a label after an edit.

I Created a Manual Return for a Quantity of 2 and It Picked Two Replacements on Its Own.

That no longer happens. Each unit is its own card in the manual return modal, with its own replacement and its own outcome. There are no quantity selectors.

Pick a replacement on each card you want exchanged and leave the others on the outcome you want. See Manual returns.

Can a Customer Mix a Refund and Store Credit on One Return?

No. Refund and exchange can mix, store credit and exchange can mix, but refund and store credit cannot. Once refund is chosen on one item, store credit greys out on the others, and the reverse.

Each item is paid by its own outcome. A shopper who wants both submits two returns.

Can Shopper Emails Come From My Own Domain?

Yes. Under Shopper > Notifications, open Send from your own domain, type a subdomain such as returns.yourstore.com, add the DNS records shown at your DNS host, and click Verify Domain. If your DNS host asks for a name only, enter the part before your domain.

Until the domain is verified, and if the records are ever removed, emails come from your store name at a ReturnZen address with your reply-to, and the bell tells you when that fallback happens. Klaviyo is the other option. See Notifications: who sends the emails and who they come from.

Why Does the Print Packing Slip Button Not Show?

The switch is per policy. Open the policy the return used, go to Labels & shipping and switch on Generate packing slips. Default: off.

The Print Packing Slip button then appears on the shopper's status page beside Print Return Label while the return is waiting to be sent: on the label, QR code, label failed, label pending and self-ship screens. It does not show once the return is in transit, delivered, processed, under review or rejected. It never shows on a keep-item return, because nothing is coming back, and it never shows on a cancelled return. Returns submitted before you switched it on keep the answer they had at submit. See Packing slips.

A Return Says a Card Charge Has Not Been Refunded and Nothing Will Move. What Do I Do?

The return is held in Needs review. The shopper paid a price difference by card and then switched the return to a refund or store credit, so the card charge has to go back to the card before anything else happens.

Click Refund Charge on the return page and the return proceeds. If Stripe is disconnected the banner reads Reconnect Stripe, or refund it in Stripe manually.: reconnect Stripe and click Refund Charge, or refund the charge in Stripe by hand and click Close Return, which records that and sends no money. If only part of the charge was refunded in Stripe, the return page states how much was refunded and how much was not. See Held returns.

I Refunded an Order in Shopify Myself. Why Did the App Still Process the Return?

If you refunded the items in Shopify, ReturnZen cannot refund them again. The return page shows a Refunded in Shopify banner, and Close Return is the only way out. It moves no money, so pay anything the shopper is still owed in Shopify first.

If you refunded an amount only, with no line items, processing still runs. ReturnZen subtracts what Shopify already refunded, shows a Refund adjustment line, and records what Shopify paid.

If Shopify's answer to a refund is lost and the next Process Return finds a refund on the order that ReturnZen did not record, the return is held in Needs review. The entry names that refund and what this return owes, and says Nothing was recorded and nothing was sent. Pay what is still owed in Shopify, then click Close Return, which records nothing and pays nothing. See Close Return and refunds made in Shopify.

What Does the Return Activity Level Mean?

It is a count of returns filed by that shopper's email address in the last 90 days, shown as Low, Moderate or High against thresholds you set under Policy > General, Return activity. Allowlisted customers and orders always read Low.

It is information, not a verdict: the grade alone does not approve, reject or hold anything. To act on it, add a workflow with the Return activity condition, which matches one level, or that level and above, for example to send High returns to review. Workflows run on returns your shoppers submit in the portal. A return a team member creates is never sent to review or rejected by a workflow. With Policy exceptions, nothing from a workflow applies to it. Without it, only what a workflow changes on the item step applies: hidden products, final sale, a shorter window, excluded outcomes, the fee and no label. See Return activity.

Exchanging for the Same Item Shows a Price Difference. Why?

The order had a discount. With Pre-discount credit off, the returned item is valued at the discounted price the shopper paid, while the replacement is valued at the current price, so the same item looks dearer by exactly the discount. A 60.00 hoodie bought for 48.00 and swapped for another size shows a 12.00 difference.

Switch on Pre-discount credit under Policy > General, Exchanges, and the returned item is valued at its price before discounts, so a same-item swap shows no difference. What happens to any remaining gap is decided for the whole store by Different priced exchanges, on the same card. See Exchanges.

Do I Need to Set My Store Timezone?

No. ReturnZen reads the timezone from your Shopify store settings and uses it everywhere: the returns list, the return page, reports, the dates written into your Shopify order notes, warranty date ranges, and the date a shopper is told their return window closes.

Change it in Shopify and ReturnZen follows on the next sync. There is nothing to set in ReturnZen.

Two Policies Matched the Same Country. Which One Wins?

That cannot happen for new policies: a country already assigned to a policy cannot be chosen in another, and only active policies match.

If you have older policies that overlap, the return page names the policy each return used. Assign each country to one policy and the overlap disappears. See Policy name & zone.

Please reach out to support@returnzen.app with any additional questions.