Rich Returns

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🖐 Welcome to our Help-Docs

🎬 Onboarding Series

Overview

For Owners/CEOs

For Managers

For Customer Support

For Finance Departments

For Product Managers

For Data Analysts

For Logistics Partners

For Warehouse Staff

📌 Getting Started

Launch your customer portal

Testing a return

Customize the portal to your brand

Logo and Background Image Dimensions / Sizes

Return Reason: "Other"

Most common return reasons (copy & paste)

Integrate the returns-portal into your store (easy)

Understanding customer notifications / emails

Setting up emails to reduce support inquiries

Test how emails look

Excluding items from being returned based on product tags

Orders with phone numbers

E-Mail, ZIP code, phone number

Photo Uploads Add-On / Let customers upload photos for a return

Shopify customer accounts: How to add a button to my customer's account page to start a return?

Can you create a Packing Slip for the customer?

Customizing the language / text on all pages

Translations / Default Language

How to communicate with your customers using the Language Customization feature?

Language Plugins: Weglot / Langify / etc

Can I process return orders in bulk or do they have to be done one at a time?

Forcing / Manually adding a return request as a staff member - Outside return timeframe

Adding a custom return method like "Pick Up" or "Pick Up & Exchange"

Language of Admin / Merchant Dashboard

Is Rich Returns able to detect the delivery date for the returns window / time frame?

Shopify Site Speed Score / Store Speed Report

Linking your returns policy to the return portal

Order not found?

⭐️ Common Staff Workflows

Overview

Staff Workflow for Manual Prepaid Labels

Complex E-Mail Workflows / Multiple receivers

🔄 Exchanges

How does the Exchange Function work?

Variant Exchanges

Automatic Exchanges / Exchange Orders (One Click)

Are Exchange Orders created automatically?

How is inventory handled? Variant-Exchanges & One-Click Exchange Orders

Exchange Orders & Shopify Sales Statistics / Analytics

Different / Same Price Exchanges

Exchange Order - Order Confirmation

Exchange Order - Full Price / $0 price for items

Exchange Order - Shipping option / cost

Return Timeframe for Exchange Orders: when does it start counting?

Exchange Orders: Why is my Exchange Order free?

Exchange + Return already exists?

Creating an exchange order with variant exchanges disabled?

Force overselling - how and where can I enable this option?

How are items restocked by default?

Workaround for exchanging to other/different products

Can I start a return on the exchange order?

Reserving inventory on a draft order in Shopify

🔀 Advanced Rules

Overview

Introduction to Advanced Rules

Understanding Priority / Combining rules

Exclude certain countries

Exclude orders with certain discount codes

Multiple return time frames

Rules based on Total Order Value

Rules based on Order Tags

Rules based on the Payment Gateway

List of Payment Gateway Names

Manually approve faulty / defective items

Prepaid labels only for certain selected options

Custom return addresses

Require customers to upload photos for specific conditions

Set a Custom Restocking Fee

Set a Custom Label Fee

Rules based on Order Tags - what to look out for?

📦 Prepaid Labels

How to set up automated return labels?

Supported Platforms & Carriers

Selected Carriers

Do I need my own carrier contract?

Can I use my own carrier contract with pre-negotiated rates?

Understanding prepaid return-labels

Using automatic prepaid return-labels (with EasyPost)

Using automatic prepaid return-labels (with Shippo)

Using automatic prepaid return-labels (with ShipStation)

USPS First-Class / Priority-Mail: choose cheapest rate based on weight

Customs Declaration for International Shipments

Can I track a shipment from the dashboard?

How can I void a label that a customer did not use?

Can customers pay for their own label?

Can you use automatic prepaid return labels if the return requires an approval?

Do we have to use prepaid labels when using Rich Returns?

Can we use Shopify Shipping for return labels?

Can you add multiple shipping accounts / carriers?

Can you add multiple box-dimensions?

How is the total weight of a return calculated?

Labels - Weight and Price differences

Using manual prepaid return-labels

Set up for Manual Prepaid Return Labels

Can you upload a second document? For example a commercial invoice

Carrier or Drop-Off location

Pre-Paid and Post-Paid Carriers

Multiple / Multi Carrier Support

Scan-based return labels

EasyPost - Common Errors

Shippo - Common Errors

ShipStation - Common Errors

💰 Analytics

Exporting your data for better insights (CSV)

I receive an error in the Analytics dashboard

Importing data into Excel does not work

💎 Advanced Features

Enabling Add-Ons in RichReturns

Integrate with Intercom to 10x your returns experience

Allow Unpaid and Unfulfilled orders to be returned

Recording / Requiring Serial Numbers from Customers for High-Value Items

↔️ API & Integrations

API Integration - CRM - ERP - 3PL - Analytics

Zendesk Compatibility

Do you integrate with .... ?

🛠 Technical Topics

Pre-Fill Fields / Deep link returns - Order number & email in URL

❓ Billing & Account

Can I install Rich Returns alongside another return app? Smoothly transitioning to Rich Returns

I have been logged out from the app. Where is my username / password / E-Mail login?

How do I change plans? Do I have to uninstall and reinstall the app?

Can I upgrade / downgrade during a billing period?

Billing for extra returns / Shopify usage-charge limit / No additional returns possible

Will my plan be upgraded automatically once I use up my included returns quota?

Do unused returns roll over into the next month?

How do I uninstall the app / cancel my Subscription

Do you make changes to the store or theme / templates that need to be updated after uninstallation?

Why have I been billed after I uninstalled the app?

I was billed without subscribing

I was billed during the free trial

Number of Returns / Monthly Quota

How do I update my Billing info?

❗️ Common Questions

Can I change the font on the Returns portal?

Playbook for "non-matching" product tags

Custom Items - Returns

Incorrectly imported orders

Deleted product / Issue processing return

If an order is modified or canceled, is the order eligible for a return in Rich Returns?

Can we connect different stores to one Rich Returns dashboard?

If the order in Shopify does not have a delivered event, is the return timeframe open indefinitely?

Can returns be sent to multiple locations? Because each of my returns needs to go back to the vendor

Can multiple return labels be created for a return? (Dropshipping)

Can we customize the text on page ...?

Excluding items based on product tags: I have a tag with two words... how do I write it exactly?

Custom RMA numbers / Edit RMA numbers

Is it possible to operate a marketplace-like solution with Rich Returns?

Can you turn off the refund option? Exchange or store credit only?

Products are being excluded for a return even if I have not added a product tag / product has no tag

Return to Store link not working

Product Bundles

Started a return in Shopify but nothing is happening on my Rich Returns dashboard?

Dropshipping - FAQ

It looks like an item has been returned twice?

Custom RMA numbers / Edit RMA numbers

RMA numbers are generated automatically from our system. There is currently no way to edit RMA numbers.

❗️ Common Questions - Previous

Excluding items based on product tags: I have a tag with two words... how do I write it exactly?

Next - ❗️ Common Questions

Is it possible to operate a marketplace-like solution with Rich Returns?

Last updated 1 year ago