The Gift Returns feature allows you to offer a simplified returns process for gift recipients, even when they don't have the original order details.
This feature is a great fit if you:
Experience a high volume of gift purchases, especially during the holidays.
Want to provide a customer-friendly experience for gift recipients.
Prefer a controlled return process that includes manual verification for non-order-number returns.
Disabling this feature is also available in your dashboard settings for those who prioritise security and wish to avoid the complexities of gift returns.
Key Benefits
Simplifies the Return Process for Gift Recipients: Enables customers who received a gift to request a return without needing access to the original order information.
Avoids Involving the Gift Giver: The gift recipient can handle the return without notifying the purchaser, providing a discreet solution.
Supports Exchanges Only: Refunds are not allowed for gift returns to protect from potential misuse (only exchanges and store credit are allowed).
Enabling Gift Returns
You can easily activate or deactivate the Gift Returns feature in your dashboard based on your preferences. Once enabled, a new "Gift Returns" button appears in your customer return portal, providing an intuitive experience for gift recipients.
To enable the Gift Returns feature in your dashboard:
Go to Returns → Settings → Returns in your dashboard.
Locate the Allow gift returns toggle.
Switch the toggle to On.
Click Save to enable gift returns.
Finding Gift Returns in your Dashboard
Gift returns are marked with a gift icon on the returns table and in the RMA screen:
How It Works
Gift returns work through two workflows, depending on whether the gift recipient has the order number.
If the Gift Recipient Has the Order Number
The gift recipient fills out a return form using the order number.
The return process proceeds as usual, but is limited to exchanges or store credit.
If the Gift Recipient Does Not Have the Order Number
The gift recipient submits a form requesting a return, providing details about the gift and the original purchase:
Who gave you this gift? (full name) — required
Which product are you returning? — required
Exchange for something else? (if applicable, which product)
Additional information (optional)
Purchaser's email address
Purchaser's postcode
Preferred return carrier
On submission, the recipient sees a success message, and an email is sent to your support email address (set in your dashboard) so your team can follow up and locate the order.
You can use the details in the email to find the original order details as follows:
Option 1: Find original order details and share them with the gift recipient
Find the original order in your system.
Reach out to the gift recipient, share the order details, and guide them in using the Gift Return process via the Returns portal.
The recipient follows the standard gift return process described above.
Option 2: Find original order details and create the return for them
Find the original order in your system.
Submit the return through the Returns portal with the gift recipient's preferred option (store credit or exchange).
Advanced Rule for Gift Returns
To further protect your store, an advanced rule is available to exclude gift returns from automatic processing. This means you can review and approve these returns manually, preventing potential fraud or error.