Discover how this simple yet effective product can make a significant impact on customer satisfaction, brand loyalty, and business growth. Let’s dive in.

What is Order Tracking?

Order tracking enables you to keep customers up to date on the status of their orders in a branded, customizable way.

Send order tracking notifications via email or SMS to keep your customers updated throughout the customer journey. Then take them back to your order tracking portal to see the status of their order shipments, while keeping your brand at the forefront of their minds.

Benefits of an Order Tracking Portal

Implementing an order tracking portal brings various benefits that can positively impact your eCommerce business:

Reduce Customer Anxiety and Frustration

By providing real-time updates on shipments, you alleviate customer concerns and build confidence in your brand. 

When customers can easily check the progress of their shipments and receive delivery notifications, they feel more in control of the process.

Providing proactive order tracking updates enables you to reduce Where Is My Order (WISMO) calls, freeing up your customer service team to focus on other tasks and creating a positive perception of your brand.

Encourage Repeat Purchases

One of the significant advantages of having the order tracking portal directly embedded in your store is that it brings your customers back to your website. 

Every time they check their order status, they’re interacting with your brand and immersing themselves in your online store. This increased engagement boosts the chances of them making additional purchases, thereby increasing your revenue.

The order tracking page also presents a valuable opportunity for strategic marketing. You can include promotional materials such as banners, sales advertisements, or product recommendations on the tracking page, turning the order tracking portal into an additional source of revenue.

Build Brand Awareness

When customers interact with a well-designed and branded tracking portal, they subconsciously associate the positive experience with your brand as a whole. This consistency in branding throughout the customer journey reinforces your brand’s identity and values.

The more confident customers are about your brand’s reliability and attention to their needs in the post-purchase process, the more likely they are to recommend your business to others. 

Increase Customer Loyalty

The experience of tracking an order enhances the overall customer journey. It keeps customers engaged and informed, resulting in higher customer satisfaction rates. 

Satisfied customers are more likely to become loyal customers, which is essential for the long-term success of your eCommerce business.

They’re more likely to leave positive reviews and share their positive experiences with others, contributing to increased word-of-mouth referrals.

Build Customer Trust

By enabling customers to track their orders in real-time, you empower them with the information they need. They can see when their package is shipped, out for delivery, and has been delivered. 

This level of transparency creates a sense of trust among customers and increases the likelihood that they’ll be satisfied and buy again. 

97% of customers say that delivery tracking is important to them, so the experience you provide can make a big difference.

Understanding the Order Tracking Portal

ReturnGO offers a wide range of customization options for the order tracking portal, allowing you to align it with your brand image. You can adjust font colors, settings, and other design elements for a seamless and branded user experience, reinforcing your brand’s image and instilling confidence in customers.

Add the Order Tracking Portal to Your Store

Integrating the order tracking portal into your store is simple and efficient with ReturnGO. By embedding the portal directly within your website, customers have easy access to their shipment information without redirects or extra steps. 

The seamless integration of the portal ensures that customers stay within your brand’s ecosystem throughout their entire shopping experience.

Define Search Options

Customizing the search options is another valuable feature of the order tracking portal. You can define the search criteria of tracking number, order number, or zip/phone/email, making it easier for customers to easily track their order. 

Taking a user-friendly approach improves the overall customer experience and reduces the likelihood of issues coming up.

Send Order Tracking Notifications

Real-time order tracking notifications are a game-changer when it comes to keeping your customers engaged and informed. 

ReturnGO offers the flexibility to customize notifications for your customers, providing automatic updates on order status, shipping details, and delivery information.

When customers receive real-time order tracking notifications with relevant information about their order, it provides reassurance and reduces Where Is My Order (WISMO) calls to customer support.

Integrating with Klaviyo for Personalized Email and SMS Notifications

ReturnGO also provides integration options with popular platforms like Klaviyo. By leveraging Klaviyo’s powerful capabilities, you can take your email and SMS notifications to the next level. 

Utilize advanced segmentation and automation features to create highly targeted and personalized communication for different customer segments, resulting in higher engagement rates.

How the Order Tracking Portal Works

The order tracking portal consists of two screens:

Search Screen

The search screen is where customers enter their order number and tracking number, which helps the system locate and display their order. This reduces customer frustration and anxiety by providing immediate access to their shipment status.

Order Tracking Information Screen

The second screen presents comprehensive details related to the order. Customers can view all shipments associated with the order, including the tracking number, status, estimated time of arrival (ETA), and shipment history. 

This comprehensive view enables customers to track multiple packages from the same order simultaneously.

Opt-Out Option for Further Notifications

Another valuable feature of ReturnGO’s order tracking portal is the opt-out option. Customers have the freedom to choose whether they want to receive further notifications about their order. 

This choice respects their preferences and ensures that you are not bombarding them with unwanted updates.

Tips for Using the Order Tracking Portal

To maximize the benefits of the order tracking portal, consider implementing these tips:

Promote the Convenient Order Tracking Portal

Promote the use of the order tracking portal to your customers through emails, social media, and your website. 

Educate them about the ease of staying updated on their shipments and how it will improve their overall shopping experience.

Ensure User-Friendliness

The portal is designed with a user-friendly interface and intuitive navigation, so customers can find the information they need without any confusion or frustration. 

Test the portal from the perspective of a customer to see how it works. Gathering feedback from customers can help you identify areas for improvement and make necessary adjustments to enhance the user experience further.

Present Clear and Concise Information

When it comes to order tracking, clear and concise information is key. Instead of using technical jargon or complicated language that may confuse customers, ReturnGO uses simple and straightforward language to communicate order status and delivery updates, and you can customize the text to fit your brand voice.

Relevant details such as tracking numbers, estimated delivery dates, and shipping carrier information are included in an easy-to-understand format.

Use Order Tracking to Improve the Post-Purchase Experience

Order tracking and notifications play a pivotal role in enhancing the post-purchase customer journey for your eCommerce business. 

So what are you waiting for? Improve your post-purchase experience today with ReturnGO’s order tracking, and let your customers experience the convenience and satisfaction of staying informed every step of the way.

Create a sustainable, convenient returns process that will boost efficiency, reduce return rates, and delight your customers.

What Are Printerless Returns?

With printerless returns, your customers no longer need to print out a physical return label.

The traditional way of returning items was that customers print out a return shipping label, tape it to the package, and drop it off – an inconvenient and wasteful process. 

Printerless returns are where instead of printing out a return shipping label, your customers receive a convenient QR code that acts as their return barcode. They can access it right on their smartphone – no printing, no fuss. 

And the best part? They can drop off their returns at a nearby USPS, Canada Post, or any other designated drop-off location, and the staff member can scan the return barcode right from the customer’s phone, enabling a completely contactless and paperless return.

The Power of QR Codes

QR code technology is truly revolutionizing returns in the retail industry, by storing a large amount of encoded data, so that a QR code can include all the relevant return shipping information.

Offering QR codes eliminates the need for printed return labels, while still providing the shipping carrier with the information necessary for processing the return.

In addition, they provide a mobile-friendly, omnichannel return option that’s ideal for the modern customer. Their flexibility and scalability make QR codes an ideal replacement for static, single-use printed return shipping labels. 

Why Offer Printerless Returns?

In order to fully understand the significance of printerless returns, let’s dive into the benefits of implementing QR code returns.

1. Reduced Barrier for Returns

Offering printerless returns makes it convenient for customers to return items without too much hassle. When the returns process is easy, you’ll gain more trust from your customers and keep them coming back to buy again.

By offering printerless returns, you eliminate the hassle of customers needing to find a printer and deal with printing. Your customers can initiate their return from the comfort of their home, then get their QR code and head straight to the drop-off location.

How to use a QR code for returns:

• After initiating the return, your customers receive an email with their QR code.
• They can open the email on their smartphone and display the QR code at the drop-off location.
• The staff there scan the return barcode, and the return process is set in motion. Simple as that!

2. Enhanced Sustainability

Switching to printerless QR code returns eliminate the need for printed labels and dramatically reduces environmental impact.

Printing shipping labels uses significant amounts of paper and ink, leading to considerable paper waste and contributing to carbon emissions. 

Make your return process more eco-friendly by adopting printerless returns. Eco-conscious customers will appreciate this sustainable approach.

Research shows that more and more customers are actively factoring sustainability into their shopping habits: 78% of customers say their purchasing decisions are influenced by a brand’s environmental practices. 

By offering printerless returns with QR return barcodes, you demonstrate your commitment to sustainability, which can attract environmentally-aware customers and boost your brand image as a socially-responsible company.

3. Convenient and Contactless Experience

In today’s fast-paced world, convenience is king. Customers expect seamless, user-friendly experiences, and that applies to the returns process as well. With printerless returns and QR codes, you can offer your customers the highest level of convenience.

Gone are the days of printing shipping labels and dealing with the logistics of returning a product. By simply accessing a return barcode on their smartphones, your customers can initiate returns effortlessly, without having to print anything. 

By providing a convenient and contactless experience, you can create a positive and memorable impression of your brand. Using QR codes for printerless returns will delight your customers and position your eCommerce store as a leader in customer-centric, forward-thinking practices.

4. Increased Customer Loyalty

Printerless returns with QR codes can play a significant role in enhancing customer loyalty. When the returns process is seamless, hassle-free, and efficient, customers develop trust and confidence in your brand, knowing they can easily return items if necessary.

Moreover, the eco-friendly aspect of printerless returns aligns with the values of eco-conscious customers. By offering sustainable returns options, you attract environmentally-aware customers who appreciate your commitment to making a positive impact on the environment.

Investing in printerless returns and QR codes improves customer loyalty and contributes to long-term customer retention. As you build a loyal customer base, you reduce customer churn and increase customer lifetime value, driving sustainable growth for your eCommerce business.

How to Implement Printerless Returns

ReturnGO seamlessly integrates with various carriers like USPS, UPS, FedEx, and other major carriers that support QR code return barcodes. This functionality enables you to generate QR codes instead of or in addition to traditional return shipping labels. 

When customers request a return or exchange via ReturnGO’s convenient self-service portal, eligible customers will receive a QR code and/or return label directly via email. 

Customers can bring their packages to a participating carrier location, where employees will scan the return barcode from their screen. Offering an omnichannel returns experience ensures maximum convenience, flexibility, and ease of use for your customers. 

By enabling you to provide both QR codes and return shipping labels, ReturnGO helps you cater to a broader range of customer preferences, granting them the convenience and freedom to choose their preferred method. 

Some customers might prefer the digital ease of QR codes, while others may still appreciate the familiarity of a physical, printed return label. 

Take your return management to the next level by offering printerless returns through ReturnGO’s seamless integrations, delighting your customers with flexible return options.

Adopt Printerless Returns for a Competitive Edge

In the rapidly evolving eCommerce industry, offering a frictionless returns experience is essential to maintain a competitive advantage. 

By implementing innovative solutions like printerless returns using QR codes, you can transform the post-purchase process to be more sustainable, convenient, and customer-centric. 

ReturnGO makes implementing a printerless returns solution simple and straightforward. Give your customers the hassle-free returns process they deserve while reducing your environmental impact.

With the return analytics dashboard, you can gain valuable insights into return patterns and customer behavior, helping you make better decisions about pricing, products, the customer experience, and more. 

Having this data at your fingertips helps you take your eCommerce business to the next level.

What is the Return Analytics Dashboard?

The ReturnGO return analytics dashboard provides you with a transparent overview of how your products, customers, and return process looks and works using real-time return analytics.

An analytics dashboard is a data visualization tool that consolidates key performance indicators (KPIs) and metrics into an easy-to-read display. 

Easily track your return data on your return analytics dashboard so that you can make informed decisions and improve your returns process.

Why Tracking Return Data is Important

It’s important to track return data so that you can optimize your return policy and return process to suit the needs of both your business and your customers. 

Make strategic decisions to reduce your return rate based on your understanding of your return reasons. 

Tracking and analyzing your product return data can help you identify any potential issues with your products or fulfillment process, ensuring that you are able to resolve them quickly and efficiently.

Return data is one of the most important types of information that an eCommerce store can track. By understanding what products are being returned and why you can make informed decisions that can improve your bottom line.

Monitor your return data to identify patterns and trends that can help predict future returns and optimize your eCommerce returns process. 

All your returns data is displayed in a clear, easy-to-understand way on your ReturnGO return analytics dashboard, using pie charts, graphs, and numbers to highlight your returns data.

A user-friendly layout with tabs to filter different kinds of return data based on different aspects of your eCommerce business’ process.

What Can You Do With the Return Analytics Dashboard?

Tracking your returns data is easy thanks to a user-friendly layout and tabs to filter the different kinds of returns data.

RMA Status: The Pulse of Your Returns Process

The “RMA Status” tab gives you an overview of your RMAs, items, and their value, as well as your return policy rules and how effective they are. 

By analyzing the number of returns within a specific time frame, you can spot unusual patterns, identify your most returned items, and see how much value has been returned.

You can see metrics like:

• Total number of return requests
• Number of items returned
• Value of returns

So let’s say you notice way more returns than normal in a given month. You can dig into the data to figure out what happened and how to prevent it next time.

Example: You see a sudden spike in returns for a particular product. By diving deeper into the data, you find that the majority of these returns are due to sizing issues. Armed with this knowledge, you can update your product descriptions with more accurate size charts and reduce the number of future returns.

Requested: Unveiling Return Resolutions and Reasons

The “Requested” tab takes you into the minds of your customers and provides insights into their return requests. 

By understanding what customers are returning and why, you can discover issues with products, sizes, warehouse mistakes, and more.

You can see metrics like:

• The most common resolutions (refunds, exchanges, etc)
• Top return reasons
• Most frequently returned products

Example: You find that a significant number of customers are requesting refunds for a specific product. Upon closer examination, you discover that the product images on your website don’t accurately represent the actual color of the item. Armed with this information, you can update the product images and reduce returns caused by color discrepancies.

Processed: Keeping an Eye on Transactions

In the “Processed” tab, you can monitor and review all the transactions issued to customers, including refunds, exchanges, store credit, and gift cards. 

Tracking these transactions over time helps you identify any unusual patterns and analyze your financial performance.

Example: After implementing a new return policy that encourages customers to exchange items for store credit instead of requesting refunds, you find that the number of store credit transactions has increased significantly. This indicates that customers are more willing to try out different products, leading to additional sales and increased customer loyalty.

Customers: Understanding Customer Behavior

The “Customers” tab lets you analyze customer behavior related to orders and returns. By tracking customer segments like first-time customers and repeat customers, you can gain valuable insights into customer buying habits and tailor your return policy to reduce return rates and increase profitability.

Example: You see that a particular group of repeat customers has a high average number of returns per customer. Further investigation reveals that these customers often order multiple variants of the same product to try out different options. Armed with this insight, you can offer size or color guides to help them make more informed choices, reducing the need for returns.

Insights: Actionable Tips for Informed Decisions

Looking at the “Insights” tab reveals actionable insights based on customer profitability segments, as well as insights related to products. This information can guide you in optimizing your returns process to retain more revenue and improve your overall profitability.

Example: You find that your most profitable customers tend to prefer exchanges over refunds. This suggests that they value the convenience and speed of getting a replacement item rather than waiting for a refund. To capitalize on this behavior, you can implement a streamlined exchange process to cater to your high-value customers and improve their shopping experience.

ReturnGO Impact: Celebrating Your Success

Under the “Impact” tab, you can see the real difference ReturnGO has made for your store. From retained revenue to time saved and even reduction in CO2 emissions, find out exactly how using ReturnGO benefits your bottom line and the environment.

Example: You discover that by using ReturnGO’s automated returns process, you’ve reduced the average processing time for returns by 40%. This translates to increased customer satisfaction while also freeing up your team to focus on other aspects of your business.

What Metrics Are Shown in the Analytics Dashboard?

Your return analytics dashboard is a powerful tool that can provide a lot of information about your store’s performance. Tracking key metrics can help you gain insights into your return data and identify areas for improvement.

There are hundreds of metrics you can track on the return analytics dashboard. Here are just a few useful metrics to keep an eye on:

1. New Revenue

ReturnGO provides lots of ways for you to encourage customers to choose resolutions that keep the revenue in the store and generate additional revenue.

On the returns analytics dashboard, you can see how much revenue was retained and how much new revenue was generated through resolutions like store credit, gift cards, and exchanges.

For example, if you see that customers often add money to their purchases when redeeming store credit, that is new revenue generated from the return, which can be extremely valuable. You might want to incentivize store credit to keep customers coming back and spending more.

2. Retained Revenue

Track how much revenue you’ve retained by offering exchanges, store credit, and gift cards.

Instead of losing money on refunds, encourage customers to choose smart refund alternatives that keep the revenue in your store.

3. Return Reasons

View a clear visual representation of the top return reasons that customers give for each resolution type. 

Easily compare the rates of different return reasons, gaining valuable insight into your return process.

Customers may return an item for a number of reasons, such as sizing issues or damaged products. The analytics dashboard helps you track these reasons so that you can take steps to avoid them and reduce your return rate. 

Identify which return reasons are most common for specific products, to identify patterns and take action to improve your products or product descriptions when necessary.

4. Resolutions

In the return analytics dashboard, you can see a clear visual representation of all the return resolutions you have defined as options, such as exchange, refund, store credit, and gift card.

The easy-to-understand display makes it simple to see how the rates of the various return resolutions compare, giving you insights into which options are most popular with your customers. 

Track your return resolutions to identify changes to be made to your products, shipping process, or return policy in order to optimize your business’ efficiency. 

Adjusting your return policy can lead to a visible change in the most frequently selected return resolutions.

5. Customer Behavior

In order to better understand your return analytics, it’s important to understand the bigger picture. Your returns analytics dashboard provides you with additional information about customers’ purchase and return patterns to help you better understand how returns relate to sales.

It’s important to know how much of your revenue comes from new versus repeat customers. New customers are important for growth, while repeat customers are key to maintaining a successful business. 

By understanding the trends in how your customers shop, you can see how that is reflected in their return patterns.

Look at information such as:

• Proportion of revenue and returns generated by new customers versus repeat customers.
• Average number of products ordered and returned by customers.
• Frequency of customers placing orders.

Your customers are not all alike, and it wouldn’t make sense to treat them as such. Purchase and returns data can be combined to segment customers and pinpoint specific patterns for each group. 

Download Return Data Reports

The analytics dashboard gives you the option of downloading reports of all the different returns analytics data.

Downloading return data reports will give you a more complete picture of how your business is performing and where there may be room for improvement. 

With this information at your fingertips, you’ll be able to make more informed business decisions.

Use Return Analytics to Grow Your eCommerce Store

The return analytics dashboard provides a consistent, simplified view of your return data, enabling you to dive deeper into your data and figure out which products are being returned the most, why products are being returned, and what you can do to reduce your return rate.

Take your store to the next level by tracking your returns on the ReturnGO return analytics dashboard.

ReturnGO offers easy item validation to streamline the returns process, improve communication between teams, and minimize losses.

What is Item Validation? 

Item validation is the process of checking and verifying the accuracy and condition of returned items. This involves making sure the right product was returned and determining whether the returned item can be restocked.

ReturnGO’s item validation feature lets you have your warehouse team (whether in-house or outsourced) inspect the contents of incoming packages, document the results, and upload images as proof of what was received and its condition.

You can then see the item’s status in your ReturnGO account, enabling you to decide whether to refund and restock the item based on its condition. 

Why is Item Validation Important?

Item validation is an important step in the returns process because it helps ensure accurate returns and streamline communication between teams.

Here are a few reasons why it’s important to validate returned items:

Minimizes Losses

Validating returned items helps minimize losses caused by damaged or unsellable products. 

By verifying the condition of the returned items, you can determine whether they can be resold or need to be disposed of, to prevent losses and reduce the impact of returns on your bottom line.

Streamlines Communication Between Teams

Having a clear item validation process can help streamline the communication between your teams, so that your warehouse team can document the results of their inspection, and your returns management team can issue refunds accordingly.

Additionally, documenting everything in ReturnGO gives you a reliable record for future reference, easily accessible in the RMA details.

Using ReturnGO, you can also automate your returns process to automatically issue the refund or exchange as soon as the returned item is marked as validated.

Improves Inventory Management

Making sure that returned items are recorded accurately can help reduce errors and improve your inventory management.

Item validation can help you track your inventory more accurately, preventing refund and restock mistakes, as well as helping you make better business decisions.

Prevents Return Fraud

Return fraud can be a serious problem, with customers sometimes resorting to creative and deceitful tactics to take advantage of the return process. The item validation feature in ReturnGO can help prevent return fraud and protect your business from financial losses.

Some examples of return fraud include customers attempting to return items that weren’t actually purchased from your store or items that don’t meet your return policy requirements. 

In some cases, customers may even go so far as to send empty boxes, rocks, or completely different products in place of the items they received.

By verifying the condition and purchase history of returned items, you can reduce the risk of fraudulent returns.

“A customer ordered a product from us about two weeks ago. Then we received an email from them saying that our product was faulty. We handled the issue on an urgent basis and said that they would return the product and we would reimburse them accordingly. 

But what came in the package was shocking. It was a bag full of stones and junk that they found in their homes. This came as a concern to us, and we contacted the concerned party, but since then they are nowhere to be found.”

– Guillaume Drew, Founder, Or & Zon

Configuring Item Validation

When the item validation feature in ReturnGO is activated on your account, validating returned items is quick and easy. 

To validate a returned item, simply navigate to the relevant RMA and click the “Validate Items” button. This opens a screen where you can view detailed information about the returned item and mark whether it is the correct item and in good enough condition to be restocked. 

You can also include images and notes about the item to help document any incorrect items or the condition of the returned item. 

The item validation feature helps you make sure that only valid returns are processed and that your inventory is kept up-to-date with accurate information about the condition of returned items.

How Does Item Validation Work?

The item validation process involves verifying that the returned items match the RMA and validating their condition before restocking or disposing of the returned items. 

If you integrate with a warehouse management system (WMS), you can have the warehouse validate the returned items and see that information reflected in ReturnGO.

Here’s how the item validation process works:

1. Verify That the Item is Correct

Validating an item begins with verifying that the returned item matches the information in the RMA. 

Validate each item as it enters your warehouse to prevent items that aren’t what they claim to be from getting through your inspection.

By ensuring that the correct item has been returned, you can avoid processing fraudulent returns and minimize losses.

2. Validate the Item’s Condition

After you’ve verified that the correct item has been returned, it’s time to verify the condition of the returned product. This involves checking whether the item is in good enough condition to be restocked or whether it needs to be disposed of. 

Validating returned items helps make sure they comply with your return policy. Depending on your return policy, there may be different criteria for validating the condition of returned items. 

For example, some stores may require that the product be in its original packaging, not be opened, or not be damaged.

3. Add Images and Notes

After inspecting the item and verifying its condition, you can mark the item as validated and add notes and images as needed. 

You can update the item’s status, add notes about the returned item, and add any images or other documentation related to the validation process. 

By adding detailed notes and documentation, you can make sure to keep accurate records of returned items and improve the accuracy of the returns process.

Use Item Validation to Ensure Accurate Returns

By ensuring that the correct items have been returned and validating their condition, you can minimize losses, prevent return fraud, and manage your inventory more efficiently. 

Use ReturnGO’s item validation feature to streamline the process of receiving returned items and keep detailed records of returned items for more efficient returns management.

What Are Add-Ons?

Add-ons enable you to enhance your subscription plan to fit your needs by adding specific features that aren’t included in your subscription plan.

Some of the add-on features available include video upload, product exchange, and more. Choose the add-ons that best suit your store’s return policy and business needs to personalize your returns management.

Why Use Add-Ons?

Add-ons help you personalize your subscription plan to fit your needs, enabling you to manage returns more efficiently and offer a more seamless return process.

By selecting the add-ons that are most relevant to your store, you can create a subscription plan tailored to your store’s needs, which can help you better manage returns and reduce costs.

Add-ons offer a more flexible and cost-effective solution than upgrading to a higher-tier subscription plan. With add-ons, you can add only the specific extra features you need instead of paying for a bigger plan.

When upgrading your plan to one that already includes the add-on as a regular feature, you will no longer be charged for the feature separately.

Benefits of Add-Ons

Add-ons provide a wide range of benefits, including:

Flexibility – Add-ons enable you to add specific features you need, giving you greater flexibility and control over your returns process.

Affordability – Add-ons are priced individually, so you can choose to add only the features you need, without the expense of upgrading to a higher subscription plan. This makes it more affordable to add features as needed.

Efficiency – Add-ons enable you to add features such as product exchange, white-label return portal, and item validation, which can help you improve your returns process and manage returns more efficiently.

Scalability – Add-ons can be added or removed at any time, making it easier for you to scale your returns solution as your business grows. 

Setting Up Add-Ons

Setting up add-ons is simple and can be done directly from your ReturnGO dashboard. All you need to do is go to your store account page, select the features you want to add to your plan, and then you’ll be able to see the updated price of your plan including the add-ons, after which you’ll be redirected to the Shopify billing page where you can confirm the new billing. 

With just a few clicks, you can enhance your ReturnGO plan to fit your business needs and make the most of your returns management. 

What Types of Add-Ons Can You Choose?

ReturnGO add-ons offer a wide range of features you can add to your plan to help you manage returns more effectively. 

Currently, the features you can enable as add-ons include product exchange, white label return portal, video upload, and item validation. Keep in mind that new add-ons are being made available all the time.

Product Exchange

Adding product exchanges to your return resolutions enables customers to exchange an item they want to return for a different product, directly through your store’s return portal.

Product exchanges can help streamline the exchange process and improve the customer experience, leading to increased customer satisfaction and loyalty.

Benefits of product exchanges include:

Improved Customer Experience – Enabling customers to exchange products can greatly improve the customer experience. Customers are more likely to return products if they know they can easily exchange them for something else, resulting in increased customer satisfaction.

Streamlined Process – Product exchange helps streamline the returns process by enabling customers to initiate exchanges directly from your website. This can reduce your workload and minimize the risk of disputes and return fraud.

Increased Repeat Purchases – By offering product exchanges, you can increase your repeat purchases and thereby your bottom line. Customers who exchange a product are more likely to come back and buy something else from your store, resulting in more revenue.

Customizable Exchange Policy – ReturnGO’s product exchange feature is fully customizable, giving you the flexibility to control the cost of exchanges, set product-specific exchange policies, and ensure that the exchange process runs smoothly and efficiently.

White-Label Return Portal

With a white-label return portal, there’s no indication that your return portal is powered by ReturnGO, giving your customers a seamless, consistent return experience. 

Instead of having “Powered by ReturnGO” at the bottom of your return portal, your portal will be fully integrated into your website, with only your own branding, colors, and logo.

All ReturnGO return portals are customizable so that they look and feel like the rest of your eCommerce store. White-labeling adds that final touch of making your return portal your own, so your customers won’t know that it’s powered externally.

Video Upload

With the video upload feature, you can ask customers to upload a video of the product they want to return, demonstrating any defects, damages, or issues with the product. 

All merchants using ReturnGO can require customers to upload photos. The video feature enables customers to upload videos as well. The storage limit for videos is 15GB, which translates to approximately 1000 videos.

Videos are helpful to provide a more accurate and detailed view of the product, making it easier to assess the return request and decide whether to approve it or not.

For example, if you get a lot of damaged item returns that need a more thorough inspection, you can add the video upload add-on so customers can upload videos to show you the item’s condition more accurately. 

By reducing the need for further correspondence between the customer and your team, the video upload add-on can streamline your returns process, by helping you understand the issue and make a decision more quickly.

Item Validation

With item validation, you can have your team inspect returned items, validate their condition, and mark whether they are restockable.

By having an efficient system in place for validating returned items, you can reduce the amount of time it takes to process returns, and document more information.

You can also use item validation to set up automations that help streamline your returns process, such as automatically triggering refunds when the item is validated.

The item validation feature is also useful if you integrate with a warehouse management system (WMS), as it enables the WMS to validate your returned items and for that information to be reflected on your ReturnGO dashboard accordingly.

These are just a few examples of the many add-ons available to ReturnGO users. With a range of features to choose from, there’s something to suit every need and every business. 

Whether you’re looking to streamline the returns process, improve the customer experience, or maximize the value you receive from your ReturnGO subscription, add-ons are a flexible and cost-effective solution.

Use Add-Ons to Enhance Your Returns Management

Add-ons offer another level of flexibility to your ReturnGO returns management solution.

By enabling you to add specific features you need, add-ons help to create a returns management solution that is tailored to the unique needs of your online store. 

Whether you’re looking to streamline the inspection process, improve the customer experience, or maximize the value you receive from your ReturnGO subscription, add-ons are a great option.

ReturnGO enables you to provide a seamless, intuitive return process including convenient pre-paid return shipping labels.

What Are Pre-Paid Return Shipping Labels? 

Shipping back items with pre-paid return shipping labels is a type of return method, together with Return to Store Location, Ship With Any Carrier, and No Shipment Required. As part of your return policy, you can define the return methods you offer depending on customer, order, or item details.

Offering a variety of return options enables customers to choose their preferred return method and streamlines the return process.

With pre-paid return shipping labels, after a return request is submitted, customers receive pre-paid return shipping labels that include the store’s return address along with a barcode or QR code for easy drop-off at the post office.

Once their return request has been approved, you can send customers pre-paid return shipping labels, and all they have to do is print them out, attach them to the package, and send the items back to you.

ReturnGO enables you to generate pre-paid return shipping labels either through direct integration with a shipping carrier such as USPS, Canada Post, or Australia Post, or through a shipping aggregator such as EasyPost, Sendcloud, or Shippo.

Return shipping labels include information such as: 

• Shipping carrier and service type. 
• Sender and recipient information and their addresses. 
• Shipping barcode and/or QR code. 

The return shipping label is scanned at each stage of the delivery until the package reaches its destination. By integrating with shipping carriers and aggregators, ReturnGO receives tracking information about the status of the return shipment and keeps you updated.

Why is it Important to Provide Pre-Paid Return Shipping Labels?

Providing pre-paid return shipping labels has many benefits including convenience, accuracy, and customer satisfaction.

Pre-paid return shipping labels are important because they:

Provide Convenience for Customers

When a customer uses pre-paid return shipping labels, they don’t have to figure out how to ship their returned items, where to send them, or how much it will cost because they are provided that information in advance.

Improve Return Shipping Cost Transparency

Pre-paid return shipping labels provide customers with cost transparency, since the shipping price, including any return fees, is displayed to them at the end of the return request process.

Reduce Errors 

If you don’t provide pre-paid return shipping labels, customers may fill out your store’s return address incorrectly or put the incorrect postage when trying to return a product, which could cause the package to be sent to the wrong place. 

Simplify the Return Process

Providing pre-paid return shipping labels simplifies the return process for customers and makes it easy and simple for them to return items. 

Prevent Waste

Emailing customers pre-paid return shipping labels that are charged when used or generated is much more eco-friendly than including pre-printed return labels with the original shipment.

Pre-paid return shipping labels are a win-win for all sides involved:

• Your store can control which shipping carrier and service level are used for returns, so you’ll know exactly how much it will cost and how long it will take to receive returned items.

• Customers don’t have to worry about figuring out how to ship back their returned items to your location, making it convenient to return items and get updates on the status of their return shipments.

• Shipping carriers have fewer mislabeled return packages to cause issues, making the reverse logistics process more efficient and accurate.

Setting Up Pre-Paid Return Shipping Labels

When setting up your pre-paid return shipping labels in ReturnGO, you can define which shipping carrier is used, your return address (where returned items should be sent), and the package dimensions that must be used.

Connect shipping carriers with your ReturnGO account to generate pre-paid return shipping labels, ship back returns, and keep you updated in real-time on the status of your return shipments. 

Make sure to define under what conditions customers will be offered to ship back returned items with a pre-paid return shipping label. Some conditions you can add include:

• Categories of products.
• The weight of the product.
• The location of the customer.

How do Pre-Paid Return Shipping Labels Work?

Using ReturnGO’s self-service return portal, customers can easily initiate a return request for the items they want to return. Once their return request is approved, customers immediately get the return shipping label from the return portal and by email, which they can print out, attach to their package and send it back with the selected shipping carrier.

Pre-paid return shipping labels are automatically generated based on the weight and dimensions of the items, your return address, and customer information.

Who Should Pay for Return Shipping Labels?

There is no one-size-fits-all answer to whether your store should offer free return shipping labels or charge customers for return shipping. Base this decision on factors such as your store’s return policy, the type of products being returned, and the cost of return shipping. It’s important to consider your eCommerce store’s specific needs before making any decisions.

Unique Types of Return Shipping Labels

ReturnGO offers a lot of flexibility in return shipping labels in order to make the return process as convenient as possible for all sides involved. One of the ways it does this is by offering QR codes on return shipping labels.

QR Codes

QR codes make it easy for customers to return items they’ve purchased without needing to print a return label. Some shipping carriers provide the option of giving customers a QR code that they can scan at the shipping carrier’s office and the clerk will handle the rest.

Use Pre-Paid Return Shipping Labels to Simplify Your Reverse Logistics Process

Pre-paid return shipping labels can help simplify your reverse logistics by making it easy for customers to ship back returned items. Providing pre-paid return shipping labels makes returns easier, more efficient, and more accurate.

ReturnGO enables you to provide a seamless return process including self-service returns and convenient shipping options.

By integrating with services and tools such as shipping carriers and warehouse management systems, you can streamline your returns processing, increase productivity, and reduce costs.

What are Return Integrations? 

Return integrations enable you to connect a wide range of services and tools to your ReturnGO account so that you can manage every stage of the returns process without switching between multiple systems.

Using an integration to connect between ReturnGO and other systems can serve a variety of purposes, such as return shipping management, customer service, and inventory management. Through these integrations, ReturnGO updates the connected systems about changes in the return. 

Why are Integrations Important for Returns Management?

Integrations are important for efficient returns management. ReturnGO is a powerful open platform that enables your store to integrate your existing tools and services with ReturnGO so that they update each other automatically with return-related information. 

By integrating customer service, shipping, and inventory management systems into your ReturnGO account you can streamline your return workflow and reduce costs associated with returns. 

ReturnGO’s seamless return integrations make it easy to manage and track returns without having to switch between multiple platforms, which saves you time and money.

Setting Up Integrations

Connect with your favorite tools and services using ReturnGO’s easy return integrations that help streamline your workflow. 

In order to set up your integrations, you will need certain credentials, such as API keys, account numbers, or subscription keys, which you can find in your account of the service provider you want to integrate with.

Once the integration is complete, ReturnGO updates the service provider and streamlines your workflow for you.

What Types of Integrations Are There?

ReturnGO offers seamless integration with various types of services, from shipping carriers to helpdesks to warehouse management systems and more.

Shipping Integrations

ReturnGO simplifies return shipping with seamless integrations with a range of shipping carriers and aggregators. No need to switch carriers – you can keep using what you’re already connected to.

ReturnGO integrates with more than 50 shipping carriers, directly or via aggregators, enabling you to choose what best fits your store’s needs.

Shipping Carriers

Direct integration straight to shipping carriers such as USPS, Canada Post, and Australia Post enables you to use your shipping carrier account to generate return shipping labels. 

Additionally, the integration enables you to automatically select a specific or the cheapest shipping service level, calculate shipping rates based on weight, size, distance, and other factors, and create international shipping return labels, depending on the carrier you use.

Shipping carrier integrations are a great way to streamline your return shipping process, making it easier for you to manage return shipments efficiently. Instead of manually generating return shipping labels and sending them to customers in the box with their order, you can have your integrated shipping carrier automatically generate return shipping labels as needed. Once their return request is approved, customers receive a return shipping label by email, that they can print and use to ship back their items.

Shipping Aggregators

Through ReturnGO’s integration with shipping aggregators, you can generate labels from the different carriers available in your aggregator account. This makes it easier to manage your return shipping, track return shipments, and select different shipping carriers for different situations.

When integrated with a shipping aggregator such as Shippo, Shipstation, or Sendcloud, you can have the system automatically select the cheapest shipping carrier or service level or manually define specific carriers or service levels to use. 

Using auto-select-cheapest, ReturnGO automatically selects the cheapest combination of shipping carrier and service (for example, Carrier: UPS – Service Level: Ground Service).

Helpdesk Integrations

ReturnGO also integrates with helpdesk apps such as Zendesk and Gorgias that help you communicate with customers throughout the return process.

Every time an RMA is created by ReturnGO, a ticket is generated within the helpdesk, along with constant updates, enabling customer service agents to see the status of each RMA within the helpdesk app they use to provide customer service.

Integrating a helpdesk app with ReturnGO will help speed up your resolution times and improve your customer service throughout the return process.

Warehouse Management System Integrations (WMS)    

ReturnGO integrates with warehouse management systems (WMS), such as third-party logistics (3PL) providers or other WMSs to sync restocking, receiving of packages, and available inventory levels with your ReturnGO account. 

WMS integrations enable your warehouse team to continue working with the system they’re used to, with return status updates automatically synced with your returns management system.

When an RMA is created by ReturnGO, an open return request is generated in the WMS, which is updated when the return shipment arrives at the warehouse and the returned items are validated and restocked.

By integrating a warehouse management system into your ReturnGO account, you can track return shipments arriving at the warehouse and receive updates on return inspections and validations, whether your WMS is an independent system or part of a 3PL.

Instant Refund Integrations

Integrating with instant refund providers enables your store to offer instant refunds to credit cards or bank accounts, depending on the provider.

When customers select the instant refund resolution, they are sent to the instant refund provider’s portal, where they log in or register for the refund service. Upon logging in, customers receive a refund directly to their credit card or bank account, depending on the provider, and then they must return the items. If they do not return the items within a certain amount of time, the instant refund provider revokes the refund.

Refund providers handle the entire refund process for your store and ensure that the items are received within the time frame, otherwise they revoke the refund.

Online refunds typically take 3-10 days, and many eCommerce stores only issue refunds after receiving returned items. 52% of customers spend more with an eCommerce store if they know they’ll receive a refund quickly.

By integrating an instant refund solution, you can speed up the refund process and keep your customers happy so they will come back and buy again.

Returns API 

By using the ReturnGO API, other platforms such as ERPs can easily send information to ReturnGO, including updates on the status of an RMA or refund. 

For example, a store using a return shipping pickup service could use the API to update the RMA status in ReturnGO when the items are picked up and in transit. This enables seamless communication and efficient handling of returns.

Use Return Integrations to Manage Returns Efficiently

Return integrations such as warehouse management systems, helpdesks, and shipping carriers can help you automate and manage the entire return process from start to finish in one place.

Integrate ReturnGO with the tools and services you use most to help you save time and money by automating your workflow and streamlining your return process.

What are Return Notification Emails? 

Return email notifications are automated emails that your customers get throughout the returns process, updating them on the status of their return requests.

Different actions trigger different email notifications. Email notifications that customers receive will depend on various actions taken by the store, customer, or automation rules during the returns process.

Notify your customers throughout each stage of the return process, from when they request the return to the point when the refund or exchange is approved and issued. ReturnGO makes it easy to customize your store’s return email notifications to match your brand colors, voice, and style.

Why are Return Notification Emails Important?

Return notification emails are an important part of the return process as they help to keep customers updated and informed, reducing customer support queries and improving the customer experience.

Customizing Return Notification Emails

When customizing ReturnGO return email notifications, the general structure of email notifications is maintained, while the subject and the middle section of the email body can be customized to fit your needs. 

ReturnGO automatically inserts your store and customer information into your notification emails, while all other texts can be edited manually.

You can customize the logo, colors, and text of return notification emails to make them match the rest of your eCommerce store’s brand style. This helps create a seamless brand experience for your customers and helps them instantly recognize emails with updates about their return status as coming from your store.

What Types of Return Notification Emails Are There?

During the return process, different types of return notification emails are sent to address the various stages of the return process, including notifications about the status of the customer’s return request, return shipment, and resolution.

Return Request Notifications

Once a customer has initiated a return request in your return portal, they receive an email updating them on the status of their request. 

Depending on your return automation rules, these emails may be sent automatically once they submit a return request, or once you have manually approved or rejected the request.

Pending Approval 

If a customer requests to return an item that requires manual approval, they will automatically receive an email notification letting them know that you have received the return request and will update them once it has been reviewed.

Request Approved 

Customers receive an email when their return request has been approved. This email includes instructions for what to do with the returned items, whether shipping them back or returning them in-store. If necessary, a pre-paid return shipping label will be included.

Request Rejected

When a return request is rejected for not fitting the return policy rules, customers receive an email letting them know that it has been rejected and why.

Return Shipment Notifications

Once a customer’s return request has been approved, they receive email notifications updating them on the status of their return shipment.

Shipment In-Transit

If the shipping carrier used offers live tracking, customers will receive an email once the return shipping label has been scanned and the shipment is in transit. This email usually includes a link to the shipment tracking page. 

Shipment Received

When you mark the return shipment as Received, the customer receives an email letting them know that their shipment has been received.

Return Resolution Notifications

Customers receive email notifications with the details of their return resolution, such as refund, store credit, or open invoice.

Refund to Payment Method 

When customers select the option of receiving a refund to the original payment method used at checkout, they get an email confirming that they have received the refund. This email comes directly from Shopify and includes the refunded amount and order summary.

Store Credit

When customers select the option of receiving store credit, they get an email confirming that they have received the store credit. This email includes the store credit amount, discount code, and redemption instructions.

Gift Card

When customers select the option of receiving a refund as a gift card, they receive an email that includes the gift card amount, which triggers Shopify to send a separate email with the gift card information and the next steps to take – whether that’s shipping, keeping, or donating the items.

Order Canceled 

When customers request to cancel an order, they receive an email confirming the cancellation request, followed by a separate email from Shopify confirming that the order has been canceled.

Invoice for Exchange Price Difference

When customers request a product exchange that has a price difference (exchanging one product for a more expensive one), they receive an email from Shopify with an invoice for the amount to be settled and a link to pay the remaining balance.

Tips for Setting Up Return Email Notifications

Set up effective return email notifications by following these tips.

Personalized eCommerce Emails Get Opened More

Personalization is essential to email marketing because customers want to be seen as individuals, and 71% of customers expect businesses to provide personalized interactions.

Sending personalized emails can:

• Help you stand out in your customer’s inbox.
• Make your emails more likely to be opened and clicked on.
• Improve the customer experience.
• Build customer trust and loyalty.

When sending return notification emails, always use the customer’s name and make sure the content is personalized, relevant, and has a clear purpose. You can make each email more personal by including direct links to the customer’s account page, wishlist, or recent orders.

Personalized emails can lead to an 81% increase in click rates, a 133% increase in conversion rates, and a 22% increase in open rates compared to only sending static, generic emails. 

Consistency is Key

Email notifications are important for conveying a consistent brand experience across every customer touchpoint.

By keeping your branding consistent, you create a seamless customer experience that boosts customer trust and loyalty. In addition, branded email notifications help you stay top-of-mind with your customers, keeping them engaged with your store.

Use Return Notification Emails to Keep Customers Updated

Including return notification eCommerce emails as part of your return process is a great way to keep your customers updated on the status of their return requests in real-time to provide a smooth return flow. 

Use ReturnGO to send effective return notification emails and show customers that your eCommerce store is dedicated to providing a positive customer experience.

ReturnGO makes it easy to offer returnless refunds which can increase customer loyalty while reducing your shipping, handling, and restocking costs associated with returns.

What is a Returnless Refund?

A returnless refund is a type of product return where the customer isn’t required to return the item in order to get a refund/replacement. This type of return is typically offered when the item is damaged, bulky, or not worth the price and hassle of handling the returned item. 

Letting customers keep or donate the item instead of shipping it back is beneficial for both customers and for your eCommerce store. Customers benefit from not having to spend time and energy returning items, while you benefit from not having to handle processing, validating, and restocking returned items.

Using ReturnGO, you can set up returnless refunds by adjusting your return policy to match your store’s requirements, then displaying the option to “keep the item” or “donate the item” in the return portal when customers meet the conditions.

Why are Returnless Refunds Important in eCommerce?

Offering returnless refunds is a great way to provide customers with convenience while cutting down on your return handling costs and minimizing the environmental impact associated with returns.

Increased Customer Loyalty

Returnless refunds are convenient for customers as they can receive a refund without having to wait for their return to be processed before receiving the refund. By making the refund process easier, customers are more likely to shop again with your store in the future. 

Reduced Costs

Offering returnless refunds with no shipment required can be a cost-effective solution for your store, as they reduce costs associated with return shipping and processing, especially in the case of products that can’t be resold.

Better for the Environment 

Letting customers keep items instead of shipping them back reduces wasteful packaging, transportation emissions, and energy usage associated with traditional returns.

Many of the leading eCommerce stores offer returnless refunds, including Amazon, Target, and Walmart. The popularity of returnless refunds is growing as online stores look to reduce costs associated with returns and increase customer satisfaction.

Disadvantages of Offering Returnless Refunds

The main disadvantage of offering returnless refunds is that you run the risk of customers taking advantage of your return policy and committing return fraud.

Mitigate the risk of return fraud by setting conditional rules for offering returnless refunds depending on the value of the item and shipping cost, and requiring photo proof for damaged products.

Setting Up Returnless Refunds

ReturnGO makes it easy to set up returnless refunds for your eCommerce store. You can customize your returnless refund settings for different products, categories, or customers, and update your return policy to reflect your eligibility conditions.

Inform customers of your returnless refund policy before purchase so that they know what to expect. Having a clear understanding of the requirements for a returnless refund, such as if the item is defective or below a certain price, will enable customers to make informed purchasing decisions.

Set up automated emails to be sent to customers when their returnless refund is approved, confirming their refund, store credit, or exchange, and letting them know what to do with the item (e.g. keep it, donate it).

When Should You Offer Returnless Refunds?

In most cases, you will want to receive returned items back so that you can restock and resell them. However, in some situations such as low-value or damaged products, returnless refunds may be the more cost-effective option to offer.

Low-Value Products

In the case of low-value products, it is often more cost-effective to have the customer keep the item rather than deal with the shipping and processing costs.

Bulky Products

For items that are particularly large or bulky, such as furniture, appliances, and mattresses, it may be more practical to have customers keep them with no shipment required, as bulky items can be difficult to package and costly to ship.

Damaged Products

If customers receive damaged or defective products, it’s often better to have customers keep the damaged items and just send them a replacement or refund, instead of having them ship back products that can’t be resold and may not be worth fixing.

Products with Hygiene Issues

Due to the potential hygiene concerns associated with products such as underwear and cosmetics, it can be a good idea to let your customers keep such items instead of shipping them back.

Single-Use Products

Single-use products are not often resellable and therefore it may make more sense for you to have customers just keep them.

Seasonal Products

Since it can be difficult to resell seasonal products off-season, you may not want to have them shipped back to you.

The requirements for returnless refunds will vary from store to store, so it’s up to you to decide when it’s worth having customers ship back their returned items and when it’s worth having them keep the items, while you provide a refund or replacement.

What Types of Returnless Refunds are There?

ReturnGO enables you to offer a few different types of returnless refunds, which you can set up to match your store’s return policy.

Keep the Item

The simplest type of returnless refund is having customers just keep the item and do whatever they want with it, while you send them a refund or replacement.

“Keep the Item” is the most hassle-free return method as it does not require the customers to do anything with the original items.

Donate the Item

ReturnGO offers the unique option of asking your customers to donate their unwanted items to a charity instead of shipping them back to your store.

By donating their “returned” items, customers get a sense of satisfaction from being able to contribute to a good cause, while helping to reduce waste and minimize the environmental impact of returns.

Returnless Exchange

Offering returnless exchanges is a great way to keep customers satisfied while retaining revenue for your store. You can have customers keep the original item while you send them a replacement – either a functioning version of the original item or a different item altogether.

Customers are more likely to buy from you again if you offer an exchange rather than a refund, as exchanges encourage repeat purchases and keep customers loyal to your store.

Use Returnless Refunds to Save Time and Money

By offering returnless refunds, you can minimize the time and costs associated with returns while keeping your customers satisfied. 

In the case of defective, bulky, or low-value items, it often isn’t worth dealing with the returned items, especially when you’re not able to resell them – and that’s where returnless refunds come in.

ReturnGO enables you to use returnless refunds strategically, which are often more cost-effective and eco-friendly than traditional returns.

What are Return Eligibility Rules? 

Return eligibility rules are the sections of your eCommerce return policy that define the conditions under which items are eligible to be returned.

You define your eligibility rules as part of your return policy, and then the return portal shows customers the relevant resolutions based on how the customer and order information relates to the eligibility rules you defined.

Return eligibility rules are made up of three elements: Result – Condition – Logic

Result – Whether the return request will be eligible or not

Condition – Properties to be checked

Logic – Connects multiple conditions (and/or)

ReturnGO offers one of the most flexible return policy settings on the market, with over 25 different types of return eligibility rules you can define, in any combination.

Why Are Return Eligibility Rules Important?

Return eligibility rules are important so that you only receive return requests that are eligible and so that customers can see what’s eligible and what’s not, without any miscommunications or complications. 

When you have return eligibility rules set up in your return policy, you can be confident that your returns process flows the way you want it to, based on your store’s requirements.

Several important aspects of your eCommerce return policy are defined in its eligibility rules:

• How long customers have to return items
• Which items are eligible
• How many times an item can be exchanged
• And much more

For example, you can define return eligibility conditions for different return windows, categories of items, or return reasons.

Setting Up Return Eligibility Rules

Define return eligibility rules based on a wide range of criteria ranging from order creation date to payment type, customer location, item price, and more.

When setting up your return policy, you can define return eligibility rules to determine when each return policy rule applies. You can define any number of combinations of eligibility conditions to create a comprehensive return policy that fits your needs.

For example, if you want customers to be able to return items only if they live in California, purchased the items less than 30 days ago for less than $100, and returned them with the return reason “Does not fit” – the return eligibility rules are where you can define all of that. 

You can set up any combination of return eligibility rules, to automate even the most complex return policies. 

What Types of Eligibility Rules Can You Set Up?

There are 4 types of return eligibility rules you can define, each based on different criteria.

Order-Level 

Order-level eligibility rules are conditions the order must meet in order for the return request to be eligible.

Return eligibility rules that apply to the order help you limit which orders are eligible to be returned.

For example, you can have an eligibility rule that states that orders that have been created within 30 days are eligible to be returned, and that orders that were paid for using store credit are not eligible to be returned.

Customer-Level 

Customer-level eligibility rules are conditions customers must meet in order for their return request to be eligible.

Eligibility rules based on customer information let you limit return requests by customer; you may want to offer different return methods for customers depending on their location, or offer different types of refunds depending on customer tags.

For example, you can have an eligibility rule that states that customers are only eligible to return items if they have created less than 3 return requests in the past. Limiting the number of times customers return items can be useful for preventing return fraud.

Item-Level 

Item-level eligibility rules are conditions that items must meet in order to be eligible for return.

You may want specific items to be ineligible for return due to hygiene reasons, or you might want to allow returns only for items under a certain price. Item eligibility rules let you limit which items are eligible to be returned.

A unique feature that ReturnGO has is the ability to limit the number of times an item can be returned – for instance, you can decide that an item cannot be returned if it has previously been exchanged, or only exchanged once, etc.

RMA-Level 

RMA-level eligibility rules are conditions that return requests, otherwise known as RMAs (Return Merchandise Authorizations) must meet in order to be eligible for return.

For example, you can limit the number of items that are being returned at once, or define that items over a certain weight are ineligible. This helps you control which items are returned.

Use Eligibility Rules to Define Your Returns Process

Well-defined return eligibility rules are what makes your return policy effective. Every store has different needs and different conditions that must be met in order for a return request to be eligible. 

Using the many combinations of return eligibility rules you can create, you can automate even the most complex return policies.

Whether you want to allow returns only for damaged items, or you want to give your customers a longer return window, ReturnGO enables you to build your own combination of eligibility rules to fit your store’s requirements.

What Are Return Methods? 

Return methods instruct the customer on what to do with the products they’re returning or exchanging.

You can define a variety of return methods such as shipping back the products, returning them to a physical store, or donating them.

Return methods are part of your return policy, so you can define which return methods customers will be offered depending on the customer, order, or item details.

For return methods that involve shipping the items back, ReturnGO enables you to integrate with shipping carriers to manage your return shipments and generate return shipping labels.

Why Are Return Methods Important?

Defining your return methods is important for creating a smooth return process.

Different customers will prefer different methods of returning their items, and setting up a variety of options gives them the choice and streamlines the process.

Make the return process as seamless as possible for both you and your customers, to save you time and money and ensure that your customers have a positive return experience.

Transparency and clarity are essential for a smooth return process, so make sure that your customers know what to do with the items they’re returning and give them a choice of return methods. 

Setting Up Return Methods

You can define the different return methods as well as the conditions under which each return method is applicable.

Define how customers should return items to your physical store location, where they can donate the items, and how they can ship them back.

For shipping back returned items, you can set up integrations with shipping carriers and shipping aggregators such as Shippo, USPS, Shipstation, and Sendcloud which will be automatically notified about return shipping requests and can handle the return shipping for you. 

Each return method has information, conditions, and email notifications you can customize to match your store’s requirements.

You can encourage customers to select a particular return method by offering a bonus refund for choosing it, or by imposing a fee on return methods you don’t want them to select.

What Types of Return Methods Can You Set Up?

There are 4 main types of return methods you can set up. Each has its advantages and disadvantages as well as conditions that can be defined for its use.

Ship With Any Carrier

The Ship with Any Carrier return method lets customers ship the item back with a shipping carrier of their choice. 

When customers choose this return method, they will receive an email containing instructions for how to ship back the item (address, packaging limitations, etc). You can fully customize these emails with your brand colors, logo, customized texts, and return address.

Customers can bring the items they’re returning to the post office or send them back however they prefer.

When you receive the returned items at your location (warehouse, fulfillment center, store, etc), you can update the status of the return request in the ReturnGO system to reflect that the items have been received/restocked.

Ship With Any Carrier is the most flexible return method, enabling customers to ship back the returned items however is most convenient for them, while all you have to do is receive the items back at your location.

Ship With Pre-Paid Label

The Ship with Pre-paid Label return method lets you generate pre-paid return labels for your customers for shipping their items back. 

ReturnGO generates pre-paid return shipping labels through your 3rd party shipping carrier, which you can integrate and link with your ReturnGO account. 

Customers who select this return method option will receive an email containing a pre-paid return shipping label, which they can print out and attach to their package when returning the items. 

You can either charge your customers for the pre-paid label or offer free return shipping and absorb the cost. This return method is the best way to offer free shipping, which can be used as a reward, incentive, or compensation.

79% of customers say that free returns are important when shopping online, so providing free shipping on returns will make your store stand out and help you build customer loyalty.

Ship with Pre-Paid Label is a convenient return method for customers, as they don’t have to figure out getting a return shipping label; all they have to do is print it out, stick it on, and mail out the item.

Return to Drop-Off Location

The Return to Drop-Off Location return method lets customers bring returned items to a physical location instead of shipping them back. 

This return method can be particularly beneficial if you have a physical store location, as it saves the cost and hassle of return shipment and processing.

Return to Drop-Off Location is also a more eco-friendly return method as it reduces transportation and therefore carbon emissions for each return.

Integrating with a sustainable provider such as Happy Returns enables you to have customers drop off returns at designated Return Bars. Happy Returns enables you to consolidate return shipments and save customers the hassle of printing return labels and packaging the items.

More than half of customers prefer an in-person drop-off return method to any other return method, so offering the option of drop-off returns increases customer loyalty. 

By offering the option of drop-off returns, you can provide customers with a convenient and eco-friendly way to return items, while saving you the cost and hassle of return shipments.

No Shipment Required

The No Shipment Required return method lets customers keep the items with no need to ship them back. You can have customers donate the item they want to return, or just keep it. This return method is useful in cases where it’s not worth the cost and hassle of receiving the returned item.

By eliminating the shipping, processing, handling, and restocking of returned products, your store can save on reverse logistics costs and reduce the environmental impact of returns.

The No Shipment Required return method is useful for products you can’t resell and is based on customers’ purchase history, the value of the products, and the cost of processing the returned products.

As processing the return of bulky items like furniture, appliances, and mattresses is often not worth the expense, it can sometimes be more cost-effective to let customers keep them or donate them to a good cause.

Incentivizing Specific Return Methods

You can incentivize or disincentivize customers to choose certain return methods by giving them extra credit for choosing certain return methods and charging for others.

For example, providing an extra 10% for returning the product to your store location makes customers more likely to choose that return method, saving you the cost of handling return shipping and processing.

Use Return Methods to Streamline Your Reverse Logistics Process

Setting up different return methods and providing incentives to customers to choose certain ones will simplify your returns and streamline the return process.

Offering a choice of return methods can improve the customer experience and streamline the returns process, as each return method has its own benefits that will appeal to different customers.

Provide customers with information on their return options and what they will need to do to return items, so that they can enjoy a hassle-free return process.

What are Refunds? 

A refund is when your customers get their money back for returning an item. Refunds are the simplest and most well-known type of eCommerce return.

Refunds can come in various different forms, such as store credit or refund to a payment method.

With ReturnGO, you can streamline the refund process by configuring automatic approval of refunds under certain conditions, and setting up a self-service return portal that makes it easy for customers to request a refund.

Why Are Easy Refunds Important?

Based on our 2022 data, refunds account for 60% of product returns. As the majority of product returns are in the form of refunds, it’s important to make the refund process easy for your customers and handled efficiently by your team.

Across all Shopify businesses, 65% of refunds are handled manually and the remaining 35% are managed using a return portal like ReturnGO.

ReturnGO simplifies managing product refunds and exchanges and enables you to automate many parts of the refund process, so you don’t need to take any manual steps to ensure your customers receive their refunds.

Setting Up Refunds

Configure the different types of refunds, including how they are handled and under what conditions each type is offered.

Refund resolutions are linked to your return policy, where you can specify how refunds work and when customers qualify for refunds depending on order value, customer history, number of returned items, etc.

When customers issue a refund request on the return portal, they will able to choose from the refund methods their order is eligible for.

What Types of Refunds Can You Offer?

There are 4 main types of refunds you can offer. You can set the eligibility conditions for each type of refund based on the customer, order, product, or return request details. 

Different refund types will be appropriate for different circumstances, and in certain situations, you can give customers the choice of their preferred refund method.

Refund to Payment Method 

The most direct form of refund is a refund to the payment method that was used at the time of purchase, such as credit card, Paypal, etc. While this might be most the common and straightforward type of refund, try and avoid it because it’s more costly for your store.

Store Credit

Store credit is a great way to refund a customer without losing the sale. Customers may like your brand but not the product they received, and if they don’t want to take the time to pick out a new item right now, it can be helpful to offer store credit that they can use later. 

When a refund is given as store credit, the customer can use that amount to purchase another item from your store in the future. 

While this isn’t ideal since your customers aren’t obliged to take immediate action, this is ultimately better for your store than giving refunds directly to a payment method, as your customers can use the store credit only at your store. Store credit helps you retain customers and revenue at the same time.

Refund to Bank 

A refund can be issued directly to a customer’s bank account. To do this, you’ll need the customer’s IBAN. 

When a customer purchases through an offsite transaction, outside of your Shopify store, such as cash on delivery, the only way to issue a refund may be a bank transfer.

Gift Card

Gift cards can be used as a refund that keeps customers loyal to your store. When you offer a gift card as a refund, the customer receives a gift card with the refund amount on it, which they can use for future purchases.

The advantage of gift cards is that they can be combined with other gift cards and discount codes.

Special Refund Features ReturnGO Provides

In addition to standard refunds such as refund to payment method and store credit, ReturnGO offers some special features that simplify the refund process and give you more flexibility when it comes to managing refunds and returns.

Refund of Exchange

With ReturnGO you can issue a refund for an item that was previously exchanged. 

This can be useful in cases where a customer buys an item, exchanges it for another item or variant, and then isn’t satisfied with the new item or there’s a problem with the new item. By offering a refund for the exchanged item, you can ensure a positive customer experience.

Store Credit as Rewards or Penalties

Store credit can be used to reward or penalize customers.

Reward:

You can give a bonus amount of store credit to reward or incentivize customers. 

For example, you can define that in cases where customers are returning an item due to 

it being damaged or defective, you can refund them an extra 10% store credit.

Penalty:

You can deduct penalties from the store credit refund and reduce the amount of store credit given. 

For example, you can deduct a return shipping fee from the refunded amount of store 

credit.

Instant Refund

You can set up instant refunds so that customers will receive their refunds immediately upon submitting a refund request. 

Instant refunds can be activated by integrating your ReturnGO account with an instant refund provider such as Reveni or Refundid, and then defining under what conditions customers will be eligible for an instant refund.

Use instant refunds in cases where you know that a refund is eligible and there is no need to approve it manually.

Use Refunds to Boost the Return Experience

ReturnGO makes it easy for you to manage online refunds, so you can create a seamless return experience for your customers. 

The easy-to-use platform enables you to customize refund types to meet your store’s needs, while automating and streamlining your refunds and returns.

With ReturnGO, you can manage exchanges easily and more conveniently than ever before thanks to its unique exchange features such as exchanges with a price difference, multiple-item exchange, and more.

What are eCommerce Exchanges? 

ECommerce exchanges are when customers return a purchased item for another item from your online store.

An exchange can be a variant exchange (different size, color, or style of the same product) or a product exchange (different product altogether).

With ReturnGO, customers can request an exchange using a self-service return portal by selecting the item they want to exchange, the reason for the exchange, and the new product or variant they want. 

An automated email will then be sent to the customer with return shipping instructions, and a draft order will automatically be generated in Shopify, which you can then go and fulfill. 

This saves you a great deal of time by not needing to manually create a new order for every exchange.

Why Are Exchanges Important?

Exchanges are important because instead of refunding a customer, you retain the revenue that would have been lost. Exchanges also help you keep customers happy, which can result in repeat purchases and referrals.

Your return and exchange policy should make the online returns process seamless and hassle-free, and give customers a clear incentive to choose an exchange over a refund.

Keep Customers Coming Back

Exchanges are an important part of maintaining customer loyalty and retention. By ensuring that the right product reaches your customers, you create repeat customers who are more likely to make future purchases and increase their lifetime value. 

Additionally, exchanges help build customer trust and confidence in your brand, which leads to more word-of-mouth recommendations.

Retain Revenue

In contrast to refunds, in which you lose the sale and return your customers’ money, exchanges benefit both your customers and your store. You retain your revenue and your customers get the products they need.

Setting Up Exchanges

Set up your exchange resolutions and specify how variant exchanges and product exchanges work.

Define your exchange policy, including the conditions for items to be eligible for exchange and how exchanges will take place. 

Create auto-exchange automation rules to help you streamline your exchange process and enable the automatic release of an exchange when certain conditions are met.

You can set up incentives such as bonus credit or free shipping to encourage customers to request an exchange instead of a refund.

What Types of Exchanges Can You Offer?

There are two main types of eCommerce exchanges you can offer: variant exchanges and product exchanges. 

The different types of exchanges will be relevant in different circumstances. You can define different eligibility conditions and automation rules for each type of exchange.

Variant Exchange 

Variant exchange is when customers exchange a product for another variant of the same product – for example, another size or color. This can happen for a number of reasons, such as the customer finding that the variant they purchased doesn’t fit or is the wrong color.

Making it easy for customers to exchange an item for a different variant that fits better or is the right style for them shows that you care about their satisfaction.

Product Exchange

Product exchange is when customers exchange a product for another product altogether. 

For example, customers are likely to request a product exchange when an item arrives damaged or defective, or when an item isn’t what they expected. 

By offering easy product exchanges, you can keep customers loyal instead of just refunding them and possibly losing them as customers.

Special Exchange Features ReturnGO Provides

Besides standard exchange types such as variant and product exchange, ReturnGO provides special features that simplify the exchange process and give you more flexibility with how you manage exchanges.

Exchange of Exchange

Offer customers the ability to exchange an already exchanged item for another item of their choice.

For example, if a customer buys a pair of shoes in size 10, receives them, tries them on, finds them too big, and exchanges them for a smaller size, say a size 9, but then tries them on and still finds them too big – you can enable them to exchange the shoes again to ensure they get the right size.

Define how many times an item can be exchanged in your return & exchange policy.

Exchange With Price Difference

Provide customers the option to exchange an item for a cheaper or more expensive one, and automatically calculate the price difference. 

If the new item costs less, the customer will receive a refund (or store credit, or gift card, depending on your configuration) for the price difference. If the new item is more expensive, the customer will be sent an invoice to pay for the price difference.

Exchange One Item For Multiple Items

Let customers exchange one item for multiple items. 

For example, a customer can exchange a $50 item for a $30 item and a $20 item, all within the ReturnGO return portal.

Having an easy exchange process encourages customers to simply swap out their purchased items for something else instead of asking for their money back. 

Use eCommerce Exchanges to Retain Revenue

ReturnGO’s unique exchange features and easy exchange process make it easy to manage eCommerce exchanges, so you can retain revenue that would be otherwise lost on refunds.

Streamline your exchange process and make it easy for customers to exchange their items. 

What Are Return Automation Rules?

Return automation rules automate actions within your return process based on criteria that you define. 

By automating your team’s processes and workflows, you eliminate the need to perform repetitive manual tasks. 

Return automation rules follow a Trigger > Condition > Action workflow.

Trigger: An event that triggers the activation of the automation rule.

Condition: Requirements that must be met in order for the automation rule action to 

happen.

Action: The part of the automation rule that completes a task.

Let’s take as an example an automatic refund approval process.

A return automation rule can be set up to automatically approve refunds when certain conditions are met. This automation rule might look like this:

Trigger: A customer requests to return an item and receive a refund.

Condition: The system detects that the date of purchase was less than 14 days ago.

Action: The refund request gets automatically approved and the customer receives the 

refund without your team needing to manually approve the refund request.

Return automation rules enable you to replace time-consuming manual tasks with smart, automated return processes, saving time and improving efficiency.

Why are Return Automation Rules Important?

Return automation rules are an important part of improving your returns management workflow. With return automation rules, many key steps in your return process can be automated, increasing efficiency and saving time.

Return automation helps you:

• Boosts profits
• Improves customers’ return experience
• Streamlines the returns process

Set up return automation rules such as auto-refund and auto-exchange to eliminate the need for manual data entry and make the return process more reliable, accurate, and efficient.

By automating key steps in your return process, you can free up your team to focus on other tasks.

Setting Up Return Automation Rules

ReturnGO provides great flexibility when it comes to setting up return automation rules to fit your needs. 

In order to set up your return automation rules, let’s break down how your return policy translates into conditions for the automation rules.

Your return policy has conditions such as return timeframe, location, item returned, and more. These conditions are used to activate the return automation rules you define.

For example, if your return policy defines a return timeframe of 30 days, you can have a return automation rule in which, when a customer tries to return an item within 30 days, the return request will be automatically approved. In this case, the 30-day return timeframe is the condition that enables the automation rule to be activated.

Set up your return automation rules according to the conditions you define in your return policy, and choose the timing of the automation rule in relation to the condition.

One of ReturnGO’s top features is the flexibility that you get in defining your return policy, automation rules, and other settings, enabling you to configure your returns process to your exact requirements.   

What Return Automation Rules Can You Set Up?

Here are some of the return automation rules you can set up to help streamline your returns workflow:

Auto-Refund 

The auto-refund automation rule enables you to automatically send a refund under certain conditions – for example, if an item is returned because it was damaged or defective.

Automating refunds in cases where you know they will be eligible saves you time in your workflow.

Auto-refund can be set to be initiated based on triggers: item validation, RMA approval, shipment in transit, or shipment receipt. You can configure the timing so that auto-refund is activated immediately or within a set amount of time after the trigger.

Auto-Exchange

The auto-exchange automation rule enables you to automatically release an exchange when a certain condition is met. 

For example, you can set up auto-exchange so that when an item is returned and is in transit back to your store/warehouse, the exchange is released and a new draft order is generated in your Shopify account, which you can then fulfill and dispatch to the customer.

Like with auto-refunds, auto-exchange can be initiated based on various triggers, such as once the returned items have been validated, once the RMA has been approved, or once the shipment has been received.

Configure the timing so that auto-exchange is activated immediately or within a given amount of time after the action has occurred.

Auto-Approve

The auto-approve automation rule enables you to automatically approve return requests based on criteria you define. 

For example, you can define that if a customer requests a refund in the form of store credit and this is the first time that this customer has returned this item, the request will be automatically approved. The customer will immediately receive a confirmation email with a return shipping label or instructions on how to return the item.

Auto-approve will automatically be enabled for auto-refund resolutions.

By setting up auto-approval automation rules for certain conditions, you can automate the RMA approval process, saving you the time of manually going into the RMA card and approving each return request. 

Auto-Mark as Done

The auto-mark as done automation rule enables you to automatically mark the RMA (return merchandise authorization) status as Done once all required actions are completed for each item.

Auto-mark as done applies to the entire RMA, so only once all policy rules are completed for all the items will the RMA be marked as done.

In other words, once all the steps of the return have been completed, the RMA status will automatically be marked as done.

Use Return Automation Rules to Save Time

If you’re looking to streamline your returns process, return automation rules can be a big help. By automating repetitive and time-consuming tasks, you can make your returns workflow much more efficient.

Use ReturnGO’s return automation rules to automate key parts of the returns process. Save time, minimize errors and reduce your costs.

By tracking the return reasons your customers provide when requesting a return, you can identify patterns and make changes in order to reduce the number of returns and improve the customer experience. 

Why Return Reasons Are Important

Return reasons are important to track for analytics purposes. By understanding why customers return products, you can learn from these insights and improve your products and services.

Have your customers answer follow-up questions and upload photos to give you an in-depth understanding of why your customers are returning items.

For example, if a certain product is frequently being returned because it does not meet customers’ expectations, you may need to improve the product description or images. If a product is regularly being returned due to size issues, you may want to add or improve sizing charts on the product page.

Setting Up Your Return Reasons

Set up an unlimited amount of return reasons. Your return portal comes with default return reasons that you can edit, add and remove as needed.

The return reasons you define can be used to create your return policy. You can establish eligibility conditions based on return reasons. 

For example, if you offer a full refund for items returned within 30 days, you could add a return reason for “changed my mind” and only refund those items if they are returned within 14 days. Use return reasons to make your return policy more relevant and specific.

Once you’ve defined your return reasons, you can customize which return reasons to display in your return portal, as well as how they are displayed and in what order. This will make it more convenient for customers when they need to request to return an item.

How Return Reasons Appear in Your Return Portal

When customers request to return a product, they are given the list of return reasons to choose from. Once they select a return reason, they are then asked follow-up questions related to that reason. This enables you to track and analyze the most common reasons for product returns, and take steps to address them.

Setting Follow-Up Questions

The ability to set up follow-up questions is a unique feature that ReturnGO offers. In addition to the standard return reasons, you can create follow-up questions to get more information and gather more accurate analytics about the reasons your customers are returning products.

For example, in addition to the standard return reason of “doesn’t fit,” you can follow up with questions such as “too small,” “too large,” “too long,” or “too short.” 

Alternatively, for the return reason of “damaged product,” you could follow up with questions such as “what part of the product was damaged?” and “upload images.”

Create sequences of follow-up questions – as many as you want and in any order you choose. Choose from 6 different types of follow-up questions, giving a lot of flexibility. Follow-up questions can be a combination of multiple-choice questions, free text questions, image uploads, and more.

Asking follow-up questions can help you further analyze your return reasons and collect additional information to identify specific issues with your products, processes, and customer experience.

Image Upload

The ability to request photos from customers when they select a certain return reason is a great advantage that ReturnGO offers.

For example, you can require customers to upload a photo of the product when they’re returning a product due to damage, or when they received the wrong product. 

The image upload feature helps to verify the return and prevent fraud, as well as identify product damage and other recurring issues. Use this information to improve your product quality and shipping processes to minimize these return reasons in the future.

View the images your customers uploaded in the RMA card, which includes all the details of their return request, including the return reason they selected, the answers to follow-up questions, and the images they uploaded. 

By having all the necessary information about the return request, you can make informed decisions about how to handle it.

Tracking Return Reasons Analytics

Return reasons can provide valuable insight into your customers’ experiences and your products, as well as how they can be improved.

Track your return reasons on your analytics dashboard to see which return reasons are most frequently given, and how return reasons vary by product.

Analyzing your store’s total return reason distribution can help you identify which return reasons are most common. The return analytics dashboard provides a clear visual representation of your return reasons. 

Get a deeper understanding of your return process by comparing the rates of different return reasons. Determine what causes the most returns for particular products, and address those reasons to reduce your return rates.

For example, if a product has a high rate of “does not fit: too small” returns, consider adjusting the sizing description or adding more detailed sizing charts. 

If a product has a high rate of “not what I expected: functionality is not what I expected” returns, it may be worth rewriting the product description to add more detailed information. This will help future customers know what to expect and make purchase decisions accordingly.

Use Return Reasons to Optimize Your Business

Track the reasons your customers provide for returning products to identify patterns and make improvements to your products and customer experience. 

By understanding the reasons behind returns, you can reduce your returns and optimize your returns process to make it as smooth and efficient as possible.

A well-designed return portal that blends in with the rest of the site provides a smoother and more streamlined return experience, which ultimately leads to greater customer loyalty and satisfaction.

Why is it Important to Brand Your Return Portal?

Branding your return portal is essential in order to provide a consistent customer experience across all your platforms. 

Directing customers to a generic return portal that doesn’t fit the rest of your eCommerce store causes a disruption to the customer experience and can create suspicion about entering personal details.

You can brand every aspect of your return portal, from the colors and style of the portal itself to the return policy and return resolutions.

Having a consistent brand identity helps increase revenue by 33%. When done correctly, returns can be a great branding opportunity and provide a seamless customer experience. 

How to Customize Your Branded Return Portal

While many return portals let you upload your logo or change your background image, without customizing your return portal on a deeper level it can be difficult to fit it to your brand.

In a branded return portal such as ReturnGO, you can easily use intuitive settings to select colors, styles, and buttons to brand your return experience from end to end.

Select Your Brand Colors and Style

Brand your return portal to match your store’s colors and style. Brand colors, especially, can boost brand recognition by 80%.

You can set up your button colors, accent colors, text colors, background colors, and more. Apply your brand colors to make your return portal blend in perfectly with the rest of your eCommerce store.

Make sure that the return portal font, logo, and design elements (rounded buttons, bolded text, etc) match your brand style.

By visually integrating your return portal into your website, customers will recognize it as part of your brand and feel comfortable using it because it won’t look any different from the rest of the website.

Add Text in Your Brand’s Voice

Branding your return portal isn’t just about the visuals – it’s also about the way you communicate with your customers, using CTAs and prompts.

Implementing your brand’s voice and tone throughout the returns process makes your customers feel like they’re interacting with your brand at every step, creating a consistent brand experience that increases customer loyalty.

Customize the text on every page of your return portal, from login all the way to confirmation. 

Use the same CTAs that you use in the rest of your store and adjust the language used to fit your brand voice.

Align your return portal with the personality and values your customers experienced throughout the shopping journey and provide a consistent user experience.

Set Up Branded Emails

Customize the emails your customers receive to make them immediately identifiable as coming from your store.

Upload your logo, adjust colors, and create templates to make your emails consistent with your brand voice and style.

This is your chance to stand out among the sea of confirmation emails your customers receive every day. Customizing the emails you send to your customers shows them that you care about their experience beyond the sale and builds credibility for your brand.

Set up your branded emails to fit in perfectly with the rest of the customer journey.

Customize Your Return Policy

Every company is different, so it’s important to customize your return policy to reflect your brand’s unique voice and values. 82% of customers want to buy from brands that align with their values.

Take some time and create a return policy that accurately represents your brand messaging, not just your return requirements. 

By clearly defining your return policy and outlining the conditions under which customers can return items, you set the tone for your store and ensure that customers know what to expect from the returns process.

It is important to remember that a return policy is not a one-size-fits-all process. What works for one eCommerce store may not work for another. Customize your return policy to fit your business.

Having a branded return policy shows that you care about your customers and are committed to their satisfaction. 

Turn the Return Process Into a Branding Opportunity

Customize your return portal to make it feel like a natural extension of the online shopping process, avoiding friction for customers and creating a positive return experience.
Many aspects of your return portal can be branded. Improve the customer experience by using returns as a major branding opportunity.