ℹ️ This feature is available in Returns V2 only.
Return to Store is a return method that allows customers to drop off items at a physical store location instead of returning them. This article explains how to configure Return to Store carriers in the dashboard and how the option appears to customers during the returns flow.
Setting up Return to Store carriers
Return to Store carriers are managed under Returns > Shipping in the dashboard. You can create multiple carriers, each with its own name and regional configuration.
Go to Returns > Shipping.
In the Return to stores list, click Add a new store.
Enter a name for the store. This field is required and cannot be left blank or contain only spaces.
Optionally, add Return Label Instructions. These display to the customer after they finish a return using the Return to Store option.
Optionally, add a Store hyperlink and Link text. The hyperlink is added to the store address shown on the returns portal and in the confirmation email — for example, a link to the store's opening hours.
Configure the Return from and Return to regions.
Click Create.
Each store in the Return to stores list can be toggled on or off, and edited at any time by clicking through to its detail view.
Regional configuration
Each Return to Store carrier is tied to specific regions. Customers only see the Return to Store option during the returns flow if a carrier is configured for their region. If no carrier covers a customer's region, the option does not appear.
Customer experience
When a customer starts a return and Return to Store is available in their region, it appears as a selectable return method in the returns portal.
After selecting it, the customer sees a summary page confirming their return details, followed by a confirmation page. A confirmation email is sent once the return is submitted.
Limitations
Return to Store is not available when a customer selects an instant exchange. In that case, the option is disabled — consistent with the same behaviour applied to own-label shipping.