Returns | What is the Return Portal?

Enabling your customers to create self-service returns can be game-changing for your brand. This is where our return portal comes into play!

How does the return portal work?

Wrong size, damaged item... There are many reasons why a customer would choose to return items. To simplify this process, they can create these returns directly via our return portal. This self-service option allows them to be fully autonomous on returns, with no manual action from any support team!

Here's how it goes:

🎥 View it on Video in Loom

How to set the portal?

You can activate the portal from your Buyer Experience Settings, and adapt the options to your return policy. You can find a step-by-step guide in this article.

FAQ

In which language is the portal available?

It is available in 🇫🇷 French, 🇬🇧 English, 🇪🇸 Spanish and 🇩🇪German.

How can my customers access the portal?

• In the Returns settings, if you choose "Active", a mention for returns is added to the delivered email. For our fashion warehouses, it will also be available trough a QR code that is printed on the delivery note. You can chose to display instructions for those who prefer typing the link.

  

• In the Returns settings, if you choose "Hidden", the link is not displayed in emails and the QR code is not added to the delivery note.

We also recommend you add your return portal link in your shop's return policy and delivered emails if you don't use Bigblue's tracking emails.

Will buyers receive return labels?

It's up to you! You can choose if the return is free or at the buyer's expense, for France or Europe.

If the return shipping is offered to buyers, the return label is generated and ready-to-print as the return is requested. If it's not, the warehouse address is displayed so that they can stamp it themselves.

Return labels are available in 🇪🇺Europe. In case you need a label for another continent, please contact our customer support directly via the app.

Will buyers be asked whether they want a refund or store credit?

Shopify merchants can activate refunds via store credit. In this case, before getting their labels, buyers have the option to choose a refund via payment method or store credit. See this article for more information on store credit.

I don't offer returns. Can I still use your portal for my buyers to return products?

Yes. You can set up whether you offer or not pre-paid return labels to buyers in your Returns settings. You can find a step-by-step guide in this article.

How do Buyers identify?

For buyers coming from the delivered email or from the QR code on the delivery note (for orders prepared in our fashion warehouses), they are directly identified and can proceed with their return.

For other buyers, coming from the generic link to your return portal, they only need to fill in both an Order ID and Postal Code.

To create links that directly include order information, start from your returns portal link and add the order and postal code information after a ?, it should look like: https://returns.bigblue.co/space-goods?order=SPGDS101200&postal=40531

How can I test the portal?

You can preview the portal using the link that you'll have chosen in the Returns settings.

Add ?lng=fr at the end of the link for the French version, respectively ?lng=en for English, ?lng=es for Spanish and ?lng=de for German.

To test the return flow, use the order number " X1" to simulate a fake return with labels offered in France (printerless), with store credit, use "X2" to simulate a return where you do not offer the label or use "X3" to test EU returns. You can use any postal code with these order numbers. The products displayed will be fake products (that are not products of your store).

You can also test the flow using a real European order and cancel the return after creating it on the original order page. That way, you will see how your products look.

I want to exceptionally authorize one return. How can I do it?

You will need to create the return from the merchant app. See this article for further information.