The Shopper's Return Flow
Updated 11 November 2026
Overview
This article walks through the first page of the shopper portal. The shopper proves the order is theirs by typing the order number and one more detail, and the portal takes them to their items. Nothing about the order is shown until the lookup succeeds.
Use the menu on the left to quickly navigate this article.
Step 1: Order lookup
Where it is set
- The portal opens from Shopper Portal at the foot of the admin sidebar, or from the account menu.
- The details the shopper must type are ticked under Policy > General, the Order lookup criteria card. See Order lookup criteria.
- The wording on the page is set under Shopper > Portal Customization, the Content card (Order lookup), or in the Visual Editor's Lookup Page panel. See Portal wording.
- The Return a Gift button appears when Gift returns is on under Policy > General. See Gift returns: the recipient's pages.
The heading and the three steps
The page is headed Returns and Exchanges. Under it sit either three step graphics (Start a return, Select your unwanted items, Send it back) or a line of subheading text. All of it is editable: Heading, Include subheading or Include graphic, Subheading text, and the three Step graphics with their labels and icons.
The shopper's order lookup page, with the heading, the three step graphics and the two fields
The two fields
Order number. The first field. Its placeholder is Order number unless you change Input field placeholder. A help icon beside it opens the Help tooltip; the default first line is "You'll find your order number in your order confirmation email."
The second field. Its label is built from the boxes ticked under Order lookup criteria, in the order Zip code, Email, Phone number, joined with "or". With zip and email ticked it reads Shipping Zip Code or Email; with email alone it reads Email. The label is read only in Portal Customization and follows the criteria.
Note: A link you share from Returns > Find an Order opens the item selection page directly and skips this form. See Find order.
How the lookup matches
The shopper types one value, and the portal sends it as the criterion it looks like: a value with an @ goes as the email, a value starting with + as the phone number, a five digit US ZIP as the zip code, and any other number as whichever of zip and phone is ticked. The server checks only the ticked criteria. A value that matches none of them is refused with "Enter your shipping zip code or email." (naming the fields you ticked).
A wrong zip, email or phone gets a not-found message that names the details to check, never a hint about which part was wrong. One order number and one matching detail opens one order; the shopper cannot browse orders.
Tip: The lookup proves ownership once and carries that proof through the rest of the flow, so the shopper is never asked to type it again.
Start and its messages
The button reads Start (editable as Start button). While it works it reads Looking Up....
If no order matches, the page says it could not find an order matching those details and names the fields to check. If the order service cannot be reached it reads "We're having trouble right now. Please try again later.", a different message, so a shopper is not told their details are wrong when the fault is not theirs.
The order lookup page after a failed lookup, with the not-found line under the Start button
Country not covered
If the order ships to a country that no active return policy covers, a line appears under Start: "We can't accept returns from your country right now. Contact our support team for help." The shopper cannot go further. Which countries are covered is decided by the zones on your policies under Policy > Return Policies; a rest-of-world policy catches everything unassigned. See Policy name & zone.
Note: This line is not editable in the admin.
Return a Gift
A second button, Return a Gift, shows only when Gift returns is on under Policy > General. It opens the gift lookup, which always asks for the shipping zip code whatever you ticked here, because a gift recipient does not know the buyer's email or phone. See Gift returns: the recipient's pages.
Step 2: Select items
This section covers the order page, headed Select an item to return. The shopper sees every item on the order, picks the ones they are sending back, and for each one answers why and what they want instead. Everything on this page follows from the return policy that matched the order.
Where it is set
- Outcomes: Policy > Return Policies, the matched policy, Return outcomes tab. See Return outcomes: settings every outcome shares.
- Reasons: Shopper > Return Reasons. See Return reasons.
- Wording: the Visual Editor's Order Page panel under Shopper > Portal Customization.
- Pop-ups or one page: Return flow under Shopper > Portal Customization. The sections below describe Multi-step, the default. See Single page.
- Final sale tags: Policy > General, Product tags. Blocked products: Returns > Blocklist & Allowlist.
The item list
One card per unit: an item bought in a quantity of two shows as two cards, and the shopper picks each unit on its own. Each card shows the image, the title, Color and Size, and the price paid, with the original price struck through when the item was discounted. A piece of a bundle carries the note Part of followed by the bundle name. Under the heading the page reads Returnable until with the earliest closing date among the returnable items, from the return window on the policy. Selecting a card again deselects it and clears what was chosen for it.
The shopper's Select an item to return page, with two item cards and the Returnable until line
Unavailable for return. Items that cannot be returned sit greyed out in a second list with a chip on each: Return window closed (the list says when it closed), Non-returnable (a final sale item, or one the policy excludes), Item already returned, Item not fulfilled, or This item isn't eligible for return when the product is blocked. A workflow's Hide products in portal action removes items from the page altogether.
Note: With Only allow full bundle returns on under Policy > General, Bundles, a bundle shows as one card at the full bundle price and is all or nothing. See Bundles.
Standard return or warranty claim
When a warranty policy under Policy > Warranty Policies applies to the order, the first click opens a chooser headed How would you like to handle this return? with Standard return and Warranty claim. The choice applies to the whole return. See Warranties.
Why are you returning this item?
Clicking a card opens a window with the item on the left and the steps on the right. The first step lists the parent reasons from the reason group that serves the item's product type (or the group a workflow forced), then Please specify further with the sub-reasons. The parent reasons show in the group's order, or in a random order when the group has Randomize order for this group on; sub-reasons keep their order. A group with a single sub-reason skips that step; a group with no reasons skips the reason step entirely.
Tell us more. If the chosen reason has Require a customer comment or Require photo upload on under Shopper > Return Reasons, a step headed Tell us more about why you're returning this item asks for a comment (What happened?) or a photo, or both. Continue stays disabled until the required part is filled in. Photos are stored by ReturnZen, up to 6 MB each as JPEG, PNG or WebP. On a warranty claim the prompts come from the warranty policy instead. See Shopper photos.
The item window on the reason step, with the parent reasons listed and the item on the left
How would you like to proceed?
The outcome step. Only outcomes switched on in the policy and still inside their window appear: Exchange for new color or size, any named advanced exchange option, Return item (which covers refund and store credit), Keep item for an item at or under the Threshold amount on the policy's Keep item card, and on a warranty claim Replace with the same item and Shop Now. A workflow's Exclude return outcomes action removes outcomes from this list for matching returns.
Note: Refund and exchange can share a return, and so can store credit and exchange, but refund and store credit never do. Choosing refund on one item greys out store credit on the others, and the reverse. The refund or store credit choice itself is made on the review page. See Step 3: Review Return.
Exchange for new color or size
Opens the variant picker: a Returning summary of the item, then the product's images, Color swatches and Size chips. Sold-out combinations are greyed out. Confirm Item stays disabled until a variant is chosen.
The price banner follows Different priced exchanges under Policy > General, Exchanges. With collect or refund, it reads Pay X difference or Receive X back. With the even-swap choice it reads Even exchange (You won't be charged or refunded a price difference for this exchange). With do not allow, the picker says "Only options at the same price are available", and a product at another price shows Item not eligible and cannot be confirmed. See Exchanges.
The variant picker with Color swatches, Size chips, one sold-out size greyed out and the Pay X difference banner
Advanced exchange options
With Allow advanced exchanges ticked on the policy's Exchange card, each active rule under Policy > Advanced Exchanges adds a button named after its option. It opens a product grid headed Pick a different product with Search products..., then the same variant picker. With Match online store product availability on under Policy > General, only products on your Online Store channel appear.
Single page
When Return flow is set to Single page, the pop-ups are gone. Picking an item opens it in place, and every picked item shows its own steps beside its card at the same time. The steps and their order are the same as in the pop-ups: standard return or warranty claim where a warranty policy applies, the reason and any more specific reason, the comment and photo where the reason asks for them, how to proceed, then the exchange options with stock.
An unfinished item lists what it still needs at the step it is on: Choose a standard return or a warranty claim for this item., Choose a reason for this item., Choose a more specific reason., Choose how you would like to proceed., Choose a new color or size., Choose a new color or size for each piece. or Choose a product to exchange for. The shopper cannot continue until every picked item is finished. Trying earlier reads Finish the items marked above to continue.
A finished item keeps its answers beside its card: the reason, the comment, 1 photo added or the number of photos, and the outcome. Change Answers starts that item again from the reason. Unpicking an item closes it and clears what was entered for it.
Note: Workflow questions are still asked on the review page, and Shop Now still opens its own page. Order lookup, the review page and the status page are the same in both flows.
The order page in Single page with two items open, each showing its reason and outcome steps
Continue with Return
A bar at the bottom counts the selected items and offers Continue with Return. Go Back returns to the list.
The Shop Now card. When the policy has Shop Now on and at least one item is on the refund path, the next screen is a card headed Shop Now and get X added to your return credit. (or Shop Now and use your return credit on new items. when there is no bonus), showing a few of your products and two buttons: Get X for the plain refund and Shop Now with X, where X already includes the bonus. The footnote *Subject to handling fee appears when a fee would apply. See Shop Now: Shopping Inside the Portal.
Instant Resolution. When every selected item is on the refund path and an active resolution under Shopper > Instant Resolution matches, an offer card appears instead: Keep your items, the partial refund amount, and the buttons Accept Partial Refund and Keep My Items and Continue with My Return. See Keep item and Instant Resolution.
The Shop Now offer card after Continue with Return, with the Get X and Shop Now with X buttons
Step 3: Review return
This section covers the page headed Review your return, the last page before the return exists. The shopper sees what they are sending back, what they are getting, the money, and the questions the policy asks, then clicks Submit Return.
Where it is set
- The money follows the matched policy under Policy > Return Policies.
- Policy acceptance and the Store credit card are under Policy > General.
- The QR choice is under Shipping > Shipping Services, the USPS Label Broker card.
- The card form needs Stripe under Tools > Integrations. See Connecting Stripe.
- Wording is in the Visual Editor's Review Page panel under Shopper > Portal Customization.
Send back your return
The first card says Box and ship it (You'll get a prepaid shipping label. Pack your items and drop them off with the carrier.) when the policy has Generate return labels on, or Use your own shipping method (No prepaid label is included. Ship your items back with the carrier of your choice.) when it is off, when EasyPost is switched off or has no key saved, or when a workflow's No label provided action fired. Under the title it reads No handling fees., Handling fees may apply. or A label fee will be deducted when your return label is bought. A keep-item return or an accepted Instant Resolution shows No shipping required with Keep your items instead.
The top of the review page, with the Box and ship it card and the What you're sending back list
What you're sending back and what you're getting
What you're sending back lists the returned items. What you're getting lists the replacements: exchange items read only, Shop Now items with a Remove link. A card headed Items you're keeping lists keep-item lines with "No need to ship these back."
Customer information shows Contact info and Shipping address from the order, or the recipient's details on a gift return.
Exchange type
On an exchange, when the policy's Instant Exchange card is on, a question headed Exchange type offers Instant Exchange (Your new item ships now. Your card is only charged if the returned item is not on its way back, or arrives incomplete.) and Standard exchange. Instant Exchange asks for a card once; the new item's order is created at submit. See Instant Exchange.
Return summary
On the right, with a Details toggle. Inside: Return credits with each item and price, Credit subtotal, a Tax credit line where the outcome pays tax back (it reads Unavailable rather than a made-up zero when the tax cannot be read), Original shipping, Bundle adjustment, Handling fee, Label fee, Store credit bonus, Tax on new items for a Shop Now cart, then Purchasing with Purchase subtotal for exchanges, or Shop Now items with Shop Now subtotal and Shop Now bonus.
The total. Directly above the button: Total estimated refund, Total estimated gift card (to gift card) or Total estimated credit (to store credit), depending on the choice and the Store credit type under Policy > General. An info icon explains that the figure is an estimate subject to discounts, tax, shipping, item condition and currency conversion.
Note: The figures on this page are quotes. What is actually paid is worked out when the return is processed, and the status page and the email state that amount. See Refund figures versus quotes.
Credit options
Shown when the return has refund or store credit items and no exchange: two cards, Store credit and Refund to original payment method, both muted until one is tapped, and the submit button reads Select a Credit Option until then. Store credit shows Bonus credit with the amount when the policy's Store Credit card has a bonus, and the Most popular chip when that tag is on under Policy > General, Store credit (the chip colour is under Shopper > Portal Customization). A workflow that excludes one of the two leaves the other preselected. A refund on an exchange-only item is never offered.
When fees are more than the credit, the card reads "The fees are more than this refund. Nothing comes back to you, and you pay the difference by card." and shows X due.
Note: The Store credit card's description reads "Receive a gift card code via email once your return has been approved" even when Store credit type is Store credit rather than Gift card.
The Credit options cards, Store credit with the Most popular chip and Refund to original payment method
The difference to pay
When the replacements cost more than the credit, or a fee exceeds it, the summary ends with Total amount owed and a Payment block reading X due with Stripe's card form. Submit stays disabled until the card details are complete, and the card is charged as part of submitting, so a declined card never leaves an unpaid return. Below the form: "Card details go directly to Stripe, never to our servers. Your purchase will only complete after the return is submitted." and the line that lets you charge the card in accordance with your terms. When your Stripe account has a business name, the first sentence names it after Stripe.
Important: A price difference collected here is a real card charge. Without Stripe connected the block reads "Payments are temporarily unavailable. Please contact support to complete this return." and the return cannot be submitted.
Where should your leftover credit go?
On a Shop Now return whose cart costs less than the credit, and only when both Refund and Store Credit are on for every item, a question headed Where should your leftover credit go? offers Back to my original payment method (We refund whatever is left to the card or account you paid with, once your return is processed.) or As store credit (We email you a gift card for whatever is left, once your return is processed.). The submit button reads Choose Where Your Leftover Credit Goes until answered. The bonus falls away on the refund part.
How would you like to ship this back?
With Enable USPS Label Broker QR codes on under Shipping > Shipping Services, two choices: Print label at home (You'll get a PDF label to print and tape on the package.) and QR code at any USPS Post Office (Show the QR code on your phone. A USPS clerk prints the label for free. No printer needed.). If the rate chosen is not USPS the shopper gets a printable label anyway. See USPS Label Broker.
Policy acceptance and workflow questions
With Require policy acceptance on under Policy > General, a checkbox shows your Acceptance message (default: "I acknowledge that I have read, understand, and agree to the return policy conditions."). Submit stays disabled until it is ticked.
An Ask questions or request photos workflow adds its yes or no question with Yes and No buttons, and Attach images for review with a photo upload. Both must be answered before submitting. See Workflows.
The bottom of the review page, with the policy checkbox, the total and the Submit Return button
Step 4: Confirmation page
This section covers the page the shopper lands on after Submit Return. It shows what to do next, the items, the money, and the survey. The same page, opened later from the link in their emails, becomes the status page described in The Status Page as the Return Moves.
Where it is set
- Labels and packing slips: the policy's Labels & shipping tab. See Labels & shipping.
- Return instructions: the policy's Advanced settings tab. See Advanced settings.
- Wording: the Visual Editor's Return Status Page panel under Shopper > Portal Customization.
The label card
When a label was bought, the card reads Your label is ready to print: "Print your label and packing slip, attach the label to the top of the package, and drop it off at any {carrier} location by {date}." with a Print Return Label button and the note "A link to these instructions has been emailed to" the shopper's address. When the shopper chose the QR code, it reads Your QR code is ready, shows the code, the Label Broker ID underneath, Find a USPS Location, and Print return label instead. Both name the drop-off date, 28 days after submission. See Printerless returns.
Self-ship, or a label that failed. When the policy has Generate return labels off, when EasyPost is switched off or has no key saved, or when the label could not be bought, the card reads Return submitted with "Pack your items and ship them back using your preferred carrier." and a Return address card shows the policy's destination from Shipping > Destinations. The shopper is never shown the reason a label failed; that is on your return page. See When a label fails.
Print Packing Slip. Beside the label button, or on its own on a self-ship return, whenever Generate packing slips is on for the policy. It opens the slip in a new tab ready to print. It never appears on a keep-item return or once the return is on its way. See Packing slips.
Instant Resolution. A return that accepted an Instant Resolution shows no shipping steps or pack list, because the shopper keeps the items. Its confirmation email leaves out the label sentence, the pack and return address lines, and the refund and store credit questions. See The Status Page as the Return Moves.
The shopper's confirmation page with the Your label is ready to print card, the Print Return Label and Print Packing Slip buttons
How to ship your item(s)
The numbered Return instructions from the policy, with the carrier and return-by date tags filled in. Below it, Pack these items. Use the original packaging if possible. lists the items, and Go green with your return asks the shopper to reuse the packaging.
Note: The return-by date tag prints 28 days after submission on a self-ship return too, which is the day an open self-ship return the carrier has not scanned expires. The default self-ship steps leave the date out for that reason.
Tracking number
On a self-ship return, a card headed Tracking number reads "Add the tracking number from your carrier's receipt." with a Carrier picker (ending in Other), a Tracking number field and Save Tracking Number. Once saved it reads Tracking number saved: with the number and a Change button. The number drives the progress bar: it counts as in transit only when the carrier's scan shows the parcel heading to your return address, and that scan can trigger processing like a label scan would. The EU and UK withdrawal confirmation has the same box. See Self-ship returns.
The Tracking number card on a self-ship return, with the Carrier picker and the Save Tracking Number button
Customer information and return summary
Customer information shows Contact info and Shipping address. Return summary lists the items and, under Details, Credit subtotal, Tax credit, Shipping reimbursement, Purchasing, Bonus credit, Bundle adjustment, Handling fee and Label cost, then the total: Total estimated refund, Total estimated gift card or Total estimated credit, or Total on an exchange or Shop Now return. The word estimated drops once the return is completed or closed. A figure that cannot be read shows Unavailable with a note rather than a zero. Figures print in your store's currency, except a refund to the card on an order paid in another currency, which is shown in the order's currency. On an Instant Resolution return that is waiting on its refund, the total reads Total. See Refund figures versus quotes.
Extra credit available
On an open refund return, a card headed Extra credit available offers Get X to switch the refund to a gift card (with the bonus, when the policy has one) and Shop Now to spend it in the store instead. When the gift card is not on offer, the card is headed Shop with your return credit and keeps only Shop Now. Nothing is issued on the click; the outcome on the return changes and the credit is paid when you process it. See Store credit and bonuses.
The survey
How was your returns experience? and How likely are you to buy from us again?, each 1 to 5, with Tell us more (optional). After Submit the card thanks the shopper. The answers land in the Shopper CSAT Results report under Insights > Reports and on the return page. It is not shown on a cancelled or expired return. See CSAT report.
The survey card at the foot of the confirmation page, with the two 1 to 5 scales
The status page as the return moves
This section covers what the shopper's return page shows once the return is under way. The link in every email opens it, and it is the page the shopper reopens to check the status, cancel, or change an exchange address. It picks up where Step 4: Confirmation Page leaves off.
Where it is set
- The progress bar: Policy > General, Return management, Return status tracking. See Return management.
- What the shopper can change: Shopper > Return Editing. See Return editing.
- The cancelled view: Shopper > Portal Customization, the Cancelled return message card.
Status
The heading changes as the return moves: Your return has been submitted; Your return is under review (We're reviewing your return request); Your return is on its way (Your package is in transit); Your return has been delivered (We've received your return and are reviewing it.); Your return has been processed, with a line naming what was issued (a refund, a gift card, an exchange order, or a new order for Shop Now); Your return has been cancelled; Your return has been rejected (Your return request was not approved. If you believe this is an error, please contact support.); Your return has expired. A return waiting on a payment link for an exchange difference says so in the heading. Shipping steps and the pack list disappear once there is nothing left to ship.
Instant Resolution. While a return that accepted an Instant Resolution waits on its refund, the card reads Your return is being reviewed when the return is in review and Your return has been submitted when it is open. Both read "You're keeping your items, so there's nothing to send back." and neither promises an email. There are no shipping steps or pack list, and the summary total reads Total. See Keep item and Instant Resolution.
Instant Exchange. An Instant Exchange card shows the saved card ("Your Visa ending in 4242 is saved for this return."), the ship-by sentence and the hold sentence. See Instant Exchange.
Return progress
With Return status tracking on, a progress bar shows Submitted, Shipped, Received, Approved, then Refund issued, Store credit issued or Exchange order placed, each ticked the moment it happens and in whatever order it happens. A self-ship return with no label shows no Shipped step until a carrier scan arrives. Shipped comes from the carrier's first scan, Received from the delivered scan or from your team recording the return as received, Approved from your approval or the policy's automatic approval. A return that starts in review reads Your return is being reviewed on the bar; on a rejection, Your return was not approved with your reason. An Instant Resolution return that is waiting on its refund has no refund step on the bar.
A cancelled return shows one line instead of a bar (This return was cancelled.), an expired return shows only the expired card below, and a keep-the-goods return shows nothing. Carrier tracking is separate; the carrier link stays in the emails.
The status page with the return progress bar, Submitted and Shipped ticked with dates
Expired
The page reads Your return has expired with one card, The time to send this return has passed: "To return these items, contact {support email}." With no support email saved under Shopper > Notifications, the contact line is not shown. There is no label, QR code, packing slip, ship-by date or survey, and the items are listed with no figure. See Expiry and reopening a return.
Note: Reminder and expiry emails go out from Shopper > Notifications, Expiration reminder at 21 days and Expiration notice at 28 days, for an open return the carrier has not scanned, with or without a label.
Edit your return
A card with Change Shipping Address on an exchange and Cancel Return, each shown only when the matching box is ticked under Shopper > Return Editing (Return editing, Exchange shipping address, Cancel return). It disappears once the carrier has the parcel. Change Shipping Address opens Edit shipping address (Your exchange order will ship to this address.) with the address fields and Save Address.
Cancel Return opens Cancel this return? with "This cannot be undone." and Before you cancel, what were you hoping to change?, listing the reasons ticked under Why are you cancelling? plus Other. The Cancel Return button stays disabled until one is chosen, and Keep Return closes the dialog. A processed return shows This return has been archived (You can no longer make changes to this return.) instead.
Cancelling voids an unscanned label and sends the Shopper return cancelled email, with one sentence that fits the return. When no label was ever issued, it reads "If you were sent a return label, it has been voided. Don't use it." When a label could not be voided, it reads "If you printed a return label, you do not need to use it." When a shopper tracking number is saved, the parcel is waiting at a pickup point, or an item is already recorded as received, it reads "If you have already sent the items back, reply to this email and we will sort it out." The sentence is left out when your store has no reply-to or support email. On an Instant Resolution return it has no label line and reads "Your refund for this return was already issued to your original payment method, and the return is now closed." or "The return was cancelled before any refund was issued." When ReturnZen cannot tell whether the refund was issued, neither sentence is printed. A cancel made by your team in the admin sends the shopper no email.
Note: The shopper cannot cancel a return that is cancelled, rejected, expired, completed or closed, or once the carrier has scanned the parcel.
The Cancel this return? dialog with the reason list and the disabled Cancel Return button
Cancelled
The heading reads Your return has been cancelled, the card This return has been cancelled with your Cancelled return message (default: "No further action is needed. If you have questions, please contact support."), the items under Items you're keeping, and a button (Continue Shopping by default, opening your Button URL) when Show a button is on. A cancel made from this page also offers Start a New Return. The survey is not shown.
The cancelled view, with the Cancelled return message card, the items and the Continue Shopping button
Shop Now: shopping inside the portal
This section covers the storefront inside the portal where the shopper spends their return credit, plus any bonus, on new items before the return has shipped back. They reach it from the card after Continue with Return, from Shop Now on the status page, or from a Shop Later email.
Before you start: Shop Now is switched on per policy under Policy > Return Policies, Return outcomes tab, the Shop Now card, which also sets Bonus credit. See Shop Now. At least one collection is set up under Policy > Shop Now; with none, the sidebar is empty. See Shop Now collections. Stripe is connected under Tools > Integrations for a cart that costs more than the credit. See Connecting Stripe. Wording is in the Visual Editor's Shop Now Page panel under Shopper > Portal Customization.
The catalogue
Your logo, a back arrow and a cart button across the top; your collections and sub-menus down the left; a product grid with title and price. With Match online store product availability on under Policy > General, Exchanges, only products on your Online Store channel appear. A product whose price cannot be read shows Pricing temporarily unavailable.
The shopper's Shop Now page, with the collection sidebar on the left and the product grid
The product window
Clicking a product opens its images, price, and option pickers (Color swatches, Size and any other options). Combinations with no stock are crossed out; picking a colour moves the size to one that is in stock, and a dead end reads This selection is out of stock. Add to Cart shows the price and is disabled until an available variant is chosen.
Your cart
A panel headed Your cart with each line, plus and minus quantity buttons, a Remove control, then Cart subtotal, Return credit (the credit, the tax paid on the returned items and the bonus together) and either You pay or Remaining credit. A bar at the bottom of the page repeats the count and You'll pay X extra or X credit remaining, with View Cart.
The cart drawer with two lines, Cart subtotal, Return credit and the Remaining credit line
Continue to Review
Continue to Review checks stock on every cart line first (Checking Availability...) and stops with the item named when one has sold out. Then it opens the review page with the cart, where the shopper pays any difference by card and answers Where should your leftover credit go?. See Step 3: Review Return.
From the status page or a Shop Later link, the cart is attached to the return the shopper already has instead of creating a new one, and the page returns to the status page.
Important: Money taken for a cart above the credit is a real card charge.
How it works
The shopper cannot buy an out-of-stock variant, cannot see products outside your collections, and cannot take the bonus as money: a bonus can only be spent, and whatever is left of it falls away when a leftover is refunded. The review page shows this as Bonus not refunded.
Shop Now has no processing event of its own. It uses whatever the Exchange outcome on the policy uses. With Exchange off and Shop Now on, Shop Now is still offered and the return waits for you to process it. The new order is created in Shopify when the return processes, with the New order prefix from Policy > General, Exchanges. See Shop Now.
A workflow's Set Shop Now discount and Set Shop Now bonus credit actions change the figures the shopper sees. See Workflows.
Shop Later: the offer page
This section covers the Shop Later offer page. A shopper who asked for a refund gets an email a day later offering a bonus to take credit instead. The link opens a one-page offer headed Boost your refund; nothing is issued until you process the return.
Before you start: The offer is switched on per policy under Policy > Return Policies, Advanced settings tab, the Shop Later card, with its Shop Now and Store credit boxes and Bonus credit. See Shop Later. The emails are the three Shop Later offer templates under Shopper > Notifications (Shop Now only, Shop Now and store credit, store credit only). See Notifications: every email and when it sends.
The offer
The page shows Order and the order number, then Boost your refund: "Instead of a X refund, take Y in store credit" followed by the ending that matches the boxes ticked (". Use it with Shop Now or save it for later.", "to use with Shop Now." or "as a gift card."). The refund is struck through beside With Shop Later bonus, and the items sit under You're returning.
Note: The bonus is frozen on the return when the email is sent, so changing the policy later does not change an offer already made.
The shopper's Boost your refund page, with the struck-through refund, the bonus amount and the two buttons
The buttons
Shop Now with Y opens the Shop Now page with the credit and bonus applied, when the Shop Now box is ticked. See Shop Now: Shopping Inside the Portal.
Take Y as Store Credit switches the return to store credit, when the Store credit box is ticked. The page then reads Store credit selected: "We've updated your return to Y in store credit. We'll send it to {email} once we've received and processed your return.", with View Return Status.
A line under the buttons reads "Don't want the bonus? Close this tab and your X refund will process as normal."
Closed offers
Each closed state is one card with a View Return Status button. The card states where the return really stands:
- Once used: You've already claimed this offer, with a note to check email for the gift card or order confirmation.
- Once the refund has been issued: a card saying the refund was issued.
- While the return is in review: a card saying the return is being reviewed.
- When the return was not approved: a card saying so, with your reason.
- When the return was cancelled or has expired: a card saying so.
- Once the return has been processed: a card saying it has been processed.
- When the policy no longer offers Shop Later: This offer is no longer available (This store no longer offers Shop Later for this type of return.).
- When the offer would be below the refund: This offer is no longer available (Your refund will process as normal. Check your return status page for details.).
- When no offer exists for the return: No offer available.
An Instant Resolution return shows one of these state cards in place of the offer: in review, unavailable or processed.
How it works
The shopper cannot claim the offer twice, take the bonus as a refund, or use it after the return has been processed. A bonus is a discount, never cash. A shopper who accepts Shop Now and underspends follows the leftover rule: the review page asks Where should your leftover credit go?, and the bonus falls away on the refund part.
The Shop Later Offers report under Insights > Reports lists each offer as accepted, expired or pending. See Reports.
Gift returns: the recipient's pages
This section covers the pages a gift recipient sees. The person who received a gift can return or exchange it without the buyer's email, and without seeing what was paid. The flow has its own lookup and a details page, then joins the normal item, review and confirmation pages.
Before you start: Gift returns is on under Policy > General, the Gift returns card, which also holds Gift support email and the Gift return types boxes (Refund, Exchange, Store credit). See Gift returns. A store URL is set under Policy > General if you want a Back to Store button on the request confirmation.
Gift Returns and Exchanges
The Return a Gift button on the order lookup page opens a page headed Gift Returns and Exchanges: "You'll find these details on the packing slip from the original order." It asks for Order number (the help tooltip adds that it is in the order confirmation email or packing slip) and Shipping zip code, then Get Started. The zip is matched against the order's shipping address only, never the buyer's email or phone, whatever is ticked under Order lookup criteria. A no match reads "We couldn't find a matching gift order. Please double-check the order number and your shipping zip code."
A country no policy covers shows the same line as the normal lookup: "We can't accept returns from your country right now. Contact our support team for help."
Two links sit underneath: Don't have your order information? and Start a Standard Return.
The Gift Returns and Exchanges page with the Order number and Shipping zip code fields and the Get Started button
We need a few more details
Because the label ships from the recipient and any exchange ships to them, the next page, headed We need a few more details, reads "Enter your email and shipping address for your shipping label and tracking updates." Under Your contact information it asks for Email address; under Your shipping address for First name, Last name, Address line 1, Address line 2 (optional), City, Country, the region (State, Province or State or region, following the country), Zip and Phone number. Continue stays disabled until the required fields are filled. Confirmation emails go to this address, not the buyer's.
Note: The Country list offers United States, Canada, United Kingdom and Australia only.
The recipient details page with the contact and shipping address fields
Choosing items
The recipient then sees the normal Select an item to return page, with only the outcomes your Gift return types allow. The item step hides the price paid from them. The review page and the status page still show the returned items' prices and the totals. On the confirmation and status pages a refund reads "A refund will be issued to the original payment method.", without naming whose, and once issued, "A refund has been issued to the original payment method." See Step 2: Select Items.
No order information
The Don't have your order information? link opens a short form headed We need a few more details: "Tell us a few details about this gift return." It asks Who gave you this gift? (Their first name, last name and email, if you know them.), Which product are you returning?, Would you like to exchange for something new? (If so, which item?), Anything else we should know?, plus the same contact and address fields, then Continue.
Submitting sends the Gift return request received email to the recipient and to your Gift support email (or your support email when that is empty). The page reads Request sent: "We've emailed you a confirmation of your request. We'll be in touch soon with what you need to start your gift return.", with a Back to Store button when a store URL is set.
The older gift page
A page headed Return a Gift, with the same two fields and a Continue button, still answers links in emails sent before the current gift flow existed. It is no longer linked from the portal.
How it works
The recipient cannot look the order up with the buyer's email or phone, cannot see how the order was paid, and cannot pick an outcome you switched off under Gift return types. Prices are hidden on the item step only.
A refund on a gift return goes back to the buyer's payment method, not to the recipient. To make sure the recipient always receives something usable, switch Refund off and leave Exchange and Store credit on.
On your side a gift return carries a gift icon on the returns list, and the Gift return workflow condition matches it. See Gift returns.
FAQ
I ticked zip code and email. Does the shopper need both? No. Any one of them. The page has one field, labelled with both, and the value is matched against whichever criterion it looks like.
Can I change the second field's placeholder? No. The label follows the boxes ticked under Policy > General, Order lookup criteria, and the Portal Customization page shows it read only. The Order number placeholder is still editable.
Can a shopper look an order up with a detail I have not ticked? No. The server checks only the ticked criteria and refuses a value that matches none of them.
Can a shopper mix a refund and store credit on one return? No. Refund and exchange can share a return, and store credit and exchange can, but refund and store credit cannot. In the portal the shopper picks refund or store credit once for the whole return. In the manual return window, choosing refund on one item greys out store credit on the others, and the reverse.
Why does exchanging for the same item show a price difference? The original order was discounted and Pre-discount credit is off under Policy > General, Exchanges, so the returned item is valued at the price paid while the replacement is priced at full price. Turn Pre-discount credit on and a same-item exchange on a discounted order shows no difference.
Which workflow actions change this page? Set return reason group, Exclude return outcomes, Set return window (the Returnable until date) and Hide products in portal. The shopper is not told a workflow ran. See Workflows.
Why is the submit button greyed out? It stays disabled until every required part is done: a credit choice, the leftover question, the acceptance box, an Instant Exchange choice where one is offered, a complete card when money is owed, and a workflow's answer or photo.
Can the shopper change items from this page? No. Go Back returns to the item list with their picks kept, and Back to Shopping returns to the Shop Now cart.
Why does the packing slip button not show on the confirmation page? Generate packing slips is off on the policy that matched the order. It is a per-policy toggle on the Labels & shipping tab, not a store-wide one, so check the policy for the shopper's country. The formatting options under Shipping > Shipping Services do not turn the slip on by themselves.
Why is my return label failing, and which address is wrong? The shopper is not told. Your return page shows the carrier's own reason when there is one and names both addresses to check: the destination under Shipping > Destinations and the shopper's. The shopper sees the self-ship address and instructions instead of a label.
Can the shopper change items, reasons or the outcome from this page? No. The only change is the refund-to-credit switch on the Extra credit available card. Everything else is edited on your return page. See Editing a return.
Why is there no refund step on an Instant Resolution return? While the return waits on its refund, the bar leaves the refund step out. The card tells the shopper they are keeping their items and have nothing to send back, and it does not promise an email.
Why is there no progress bar on a keep-item return? Nothing ships, so there is nothing to track; keep-the-goods returns show no bar and no line.
Why is the Shop Now sidebar empty? No collection has been added under Policy > Shop Now. Add at least one before turning Shop Now on in a policy.
Why can a shopper see a product that is not on my online store? Match online store product availability is off under Policy > General, Exchanges. Turn it on and the grid shows only products available on the Online Store channel.
Does the bonus change if I edit the policy after the email went out? No. The bonus is frozen on the return when the email is sent.
What happens if the shopper ignores the email? Nothing. The refund processes as normal, and the report lists the offer as expired or pending.
The recipient lives in a country that is not in the list. What do they do? Both gift forms offer United States, Canada, United Kingdom and Australia only, so they cannot complete either. Ask them to contact your gift support email, or have the buyer start a standard return with the order's own details.
Does the buyer find out about the return? The confirmation emails go to the recipient's address, not the buyer's. A refund goes back to the buyer's payment method, so the buyer sees the refund on their statement.
Please reach out to support@returnzen.app with any additional questions.