Follow these steps to get your portal up and running.
Design Your Portal
Go to Returns → Design → Continue Editing.
Update your background photo, logo, colour palette, fonts, and button shape.
For each section, you can also adjust the text (such as banner text) to align with your store’s branding.
When you’re happy with the design, click Save and Publish.
Configure Your Return Policy
Navigate to Returns → Settings → Returns.
Set your Return Window (number of days customers have to return or exchange items from the fulfilment date).
Define your Return Parcel period (number of days customers must ship items back after submitting the return).
Make sure these values match your company policy.
Add Carriers and Return Address
Under Shipping, add both domestic and international carriers.
Carriers from onboarding will already be available, but you can request additional ones if needed.
For each carrier, configure any shipping fees as well as options for refunds, exchanges, and store credit.
Set your return address to ensure labels are generated correctly. You can add multiple addresses if required.
Enable Exchanges and Store Credit
Go to Settings → Exchange Experience.
Turn on domestic and international exchanges, store credit, and optionally add a bonus percentage for customers choosing store credit.
These options encourage exchanges and help retain revenue.
Customise Return Reasons
Add clear return reasons to better understand why items are being returned.
Create sub-reasons and choose whether to require photos and comments.
Save your changes to make these appear in the portal.
Configure Return Emails
Go to Email Settings.
Enable and customise:
Submission emails: sent after a return or exchange is submitted.
Received return emails: sent when the returned shipment is delivered.
Edit text, add links, and adjust buttons to keep communication on-brand.
Save your changes.