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Welcome to our Help-Docs
For Customer Support
For Finance Departments
For Product Managers
For Data Analysts
For Logistics Partners
For Warehouse Staff
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)
3 easy ways to integrate the Returns Center into your store
Integrate / Embed the returns center into your store (advanced)
Force a specific language for your Portal by passing a URL Parameter
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
Staff Workflow for Manual Prepaid Labels
Complex E-Mail Workflows / Multiple receivers
How does the Exchange Function work?
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?
There are no exchange items in this order?
Reserving inventory on a draft order in Shopify
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
Advanced Rule setup: Free labels only for Damaged Goods
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?
"Sorry we're unable to offer you a return as your item(s) were on sale" - what does this mean?
Rule for International Customers
Using order tags to allow certain returns past the return timeframe (Advanced Rules)
Set an Extended Return Timeframe
QR-CODE FOR USPS
How to set up automated return labels?
Supported Platforms & 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)
QR Code Labels
USPS First-Class / Priority-Mail: choose cheapest rate based on weight
Customs Declaration for International Shipments
Commercial invoice: what information is displayed exactly?
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
Change the return address on a prepaid label
Information included on Return Label
EasyPost - Common Errors
Shippo - Common Errors
ShipStation - Common Errors
Miscellaneous - Common Errors
Exporting your data for better insights (CSV)
I receive an error in the Analytics dashboard
Importing data into Excel does not work
I'm seeing a difference in the refund figure (Analytics Dashboard vs Export)
Adjusting for order date and what data am I getting exactly?
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
Klaviyo: Setup & Integration
Do you integrate with .... ?
API Rate Limit
ShipBob issue for Shopify POS orders & workaround
Integrations with other Apps
Bold Subscriptions V2
Bundle Builder App
Auto-Fill Fields / Deep-link returns - Order number & email in URL
Adding a Return link to your Shopify order-confirmation email
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
Updated: Shopify Usage Charges
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?
Approving App Charges in Shopify
❗️ Common Questions
Can I change the font on the Returns portal?
Playbook for "non-matching" product tags
How can I resend an email to a customer?
Custom Items - Returns
Incorrectly imported orders
Can I export my data?
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?
Can a return be started if an item has been refunded in Shopify?
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 / Kit / Kits
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?
Changes to variant IDs - how does this affect Rich Returns?
Different IDs provided by Shopify
Shopify Online Store 2.0 Compatible / Compatibility
Refunds on Exchange Orders
Can I change the status of a return without notifying my customers?
Returns - when are they added to the Report statistics?
A customer returned a product that's not on their return request?
A customer missed the return timeframe. What should I do?
We use Shopify's SSO (Single Sign-On) to securely log you into your accounts. This also means that users can have access to the app as long as they have been given permission in your Shopify store's settings.
I have been logged out from the app. Where is my username / password / E-Mail login?
However, if you are on the Shopify Plus Plan, you can set permissions on an app level for your staff. This seems like a feature that's only available on this plan at the moment. For more information, here's the link to the relevant Shopify section here:
Status Pages - Previous