When a customer's order contains items with different return eligibility — for example, a sale item eligible for credit or exchange only, and a full-price item eligible for a refund — multi-credit type returns allow them to return all items in a single package using one label.
Without this feature, customers must initiate separate returns for items with different credit eligibility, resulting in multiple labels and multiple return fees.
Enabling multi-credit type returns
The feature is controlled by two settings in the merchant dashboard. To access them:
Open the Returns drop-down in the sidebar.
Go to Settings.
Select the Returns tab.
Locate Consolidated return label and enable it.
Consolidated Return Label enables the core functionality. When active, customers are prompted at the end of the return flow to add further items to the same return.
Display credit options per item shows each item's available credit options (credit, exchange, or refund) alongside it in the portal before the customer makes their selection.
Customer portal experience
When Consolidated Return Label is enabled, the portal flow works as follows:
The customer logs in and selects their first item(s) for return.
They complete the standard return flow — selecting a credit type, carrier, and submitting.
On the final page, a prompt appears at the bottom: "Would you like to add additional items to this return? You can add more items from this order."
If the customer selects Yes, add more, they return to the item list. Remaining eligible items from the original order are shown. If no further eligible items exist, the prompt does not appear.
If the customer selects No, I'm done, the return is submitted.
When additional items are added:
The original label is replaced with a new consolidated label covering all items.
No additional carrier fee is charged for the subsequent return.
A new confirmation email is sent to the customer with the updated label.
Portal messaging
Two message blocks appear in the portal when the feature is enabled. Both are configurable with a custom title, body text, and background colour.
Message | Default text | Location |
Return items list message | "Heads up: If you'd like to add additional items to the return, or get a refund for one and credit/exchange for another, you'll be able to at the end — once you've selected your first item." | Banner on top of the returns screen |
Add items prompt | "Would you like to add additional items to this return? You can add more items from this order." | Bottom of the final summary screen |
How returns are processed
Each item group in a consolidated return generates a separate RMA, but all RMAs share the same label and tracking number. Tracking updates apply to all linked RMAs simultaneously.
Instant Exchanges are supported — each RMA charges for its own return items independently.
Limitations
Split shipments are not supported. All items in a consolidated return are assigned to the first item's location.
If a return label fails, the consolidated return flow continues as normal. If the label is regenerated, the updated label is applied to all linked RMAs.
The fee from the first return applies to the full consolidated return, even if a subsequent return would have a higher carrier fee.