Returns | Set up the Return Portal
Curious to know how you can activate and set up the return portal. Here you go!
- First, enable the return portal in your Buyer experience settings
- Then, adjust the settings to match your return policy
- Finally, review your return policy on your store
- Frequently asked questions
Quick access: Return labels - Portal visibility
🔄 The Return Portal is only available with our Returns Pack. Interested? Contact our support team
1. First, enable the return portal in your experience settings
Go to Buyer Experience > Customization, choose an experience, open your Returns' settings and choose the status of your return portal:
- Active: your return portal is active and accessible via your tracking emails and your delivery note
- Hidden: your return portal is active but not accessible via your tracking emails and your delivery note, you choose when you want to send the page to a customer
- Inactive: the return portal is not accessible to anyone
See more information on Portal visibility
2. Once enabled, adjust the settings to your return policy
Return portal URL and Return window
You can customize your return portal URL. Choose a name that identifies your brand.
Fill in the return period during which your customer can request a return through the portal.
Return labels
You choose whether you provide the return labels to your buyers or not:
- Customer provides return label - Instead of receiving a label at the end of the return flow, buyers find instructions to ship the package to the warehouse.
- Flat rate return label - A label is given to customers, and they are informed that a fixed fee will be taken from their refund.
- Free return label - Once announcing which products your customers are returning, a free return label is generated for them to print.
| ✅ Available countries | France (Monte-Carlo included), Austria, Belgium, Czech Republic, Denmark, Finland, Germany, Greece, Hungary, Ireland, Italy, Luxembourg, Netherlands, Poland, Portugal, Slovakia, Spain, Sweden |
| 🇬🇧 UK specificity | For UK, returns are only possible within the country. |
| ❌ Overseas territories | Returns labels are not provided for Guadeloupe, Mayotte, Aruba, etc. |
| Store credit & Exchanges | With store credit or exchanges, the return label is always provided to your customer for free. For exchanges, you can decide in the settings whether you offer or not the shipping fees of the new exchange order. |
If you provide a return label for a fixed fee, mind updating your refund policy on your website!
Return carrier [France domestic only]
By default, all returns are shipped using Colissimo. You can choose whether you want to use Mondial Relay instead. Contact our support team to get more info on the pricing and on the set up!
Store credit (for Shopify orders)
Fewer returns and more retention with Store credit – scroll down to enable this option and enable your customers to receive a gift card or a discount as they ship their items back, so that they can shop again with you in the near future.
Kindly read this article to read more information on store credit.
Exchanges (for Shopify orders)
Direct exchanges enable your customers to directly switch some of the items they ordered for new products or variants, possibly pay for the positive difference in your usual Shopify Checkout, and get their new order prepared as soon as they ship back their to-be-returned items.
Kindly read this article for more information about direct exchanges.
Background image
Finally, upload a background image to wow your buyers! We recommend choosing an image that works both on web and mobile.
Note: In the experience's General settings, fill in your branding assets, return policy URL, support links and social links, these details will appear on your tracking emails, tracking page and return portal.
3. Finally, edit your return policy on your website
Review your return policy in your store. Make sure the portal link is clearly visible to your buyers.
You're all set, we'll do the rest! Start building customer loyalty with the return portal 🦎
4. Frequently asked questions
How can I change the portal language?
It will automatically be translated into French, English, Spanish or German depending on the language of the buyer. The buyer language is accessible on the order page.
Follow this article to test the portal in different languages.
Portal Visibility — what does Active means?
If your return portal is active, the portal link and return instructions will be displayed in the tracking emails (and through a QR code on the delivery note for our fashion warehouses).
- Buyers find the info they are looking for right in the package
- QR code are unique and automatically authenticate the buyer
- Buyers no longer need to search for their order ID!
- Instructions are specific to your buyer's situation and will automatically adapt whether you offer return labels to the buyer country (see Return label setup).
