17RETURNS Merchant Quick Start Guide

Left Main Menu

• Returns Management: Returns List / Returns Portal
• Notification Management: Sending Rules / Notification History / Sender Management
• Returns Settings: Shipping settings / Store Management
• Returns Rules: Return reason / Retention Strategies / General / Workflows
• Business Insights: Return overview / Product analysis / Retention Analysis

Account menu

• Account Information: Account Information / Change Password / Third-Party Account Binding
• Member Management: Member Management / Role Permissions / Store Permissions
• Billing & Plan: My Plan / Wallet / Payment Method
• Feedback

Phase 1: Complete Basic Launch Setup

Make the System Usable First
This phase connects your store to 17RETURNS and prepares the basic return service.

1.1 Register an Account

1. Visit https://www.17returns.com/ and complete registration.
2. If this is your first time using 17RETURNS, create a team.
3. If your colleague already uses 17RETURNS, join the existing team.

1.2 Bind a Store

Admin path: Returns Settings > Store Management
After store binding is complete, the system can sync store, order, and product data. This is the foundation for all later return handling.

1. Add a store and select the platform.
2. Complete platform authorization.
3. Wait for the system to sync store, order, and product data.
4. If you have multiple stores, repeat the same process for each store.

1.3 Build the Returns Portal

Admin path: Returns Management > Returns Portal
The goal is to create the buyer-facing return entry so buyers can look up orders and start a return request.

1. Open the return portal and click the editor entry.
2. Configure brand style, flow text, and visible page content.
3. Confirm where the entry is installed.
4. Preview first, then enable the portal.

1.4 Configure General Return Rules

Admin path: Returns Rules > General
For the first launch, complete one basic version of the rules. You can refine them later.

• Define which orders are eligible for return.
• Define buyer-facing after-sales methods, shipping methods, and refund methods.
• Define basic processing logic such as automatic review, refund, and closure.

How to confirm this phase is complete: The basic launch setup is ready, and buyers can enter the return request flow.
Recommended next step: Continue to Phase 2 to understand daily return handling. If you need detailed setup steps, read the basic setup and general return rules documents.

Phase 2: Start Processing Return Requests

Understand Daily Handling
This phase explains where to view requests, how to review them, and how to continue with refunds, exchanges, and logistics.

2.1 After the Buyer Submits a Request

After a buyer submits a request in the return portal, the system matches return method, shipping method, and refund method based on configured rules.
If retention offers are configured, the system can also show alternatives in suitable scenarios.

2.2 Returns List and Dashboard

Admin path: Returns Management > Returns List
This is the main daily work entry. Use it to view, filter, search, export, and follow return request status.

2.3 Review Return Requests

Admin path: Returns Management > Returns List

1. Check whether the order matches automatic review rules.
2. If it matches, the system can approve the request automatically.
3. If manual handling is needed, open details and review the return reason and buyer evidence.
4. After confirmation, approve, reject, or continue with the next action.

2.4 Handle Refunds, Exchanges, and Logistics

This step is about processing approved requests, not reconfiguring rules.
Common paths include return refund, green return, exchange, unfulfilled refund, and return shipping. These paths are usually determined by the rules configured earlier.
If the handling path does not match your expectation, check general rules, workflows, and shipping settings.

2.5 Close the Loop

This helps you confirm whether a return request is truly complete, not just stuck in the middle of the process.

1. Confirm refund, exchange, receipt, or other key action is complete.
2. Return to the list and confirm the final status has updated.
3. If notifications are configured, check notification history to confirm buyer notifications were sent.
4. When processing result, request status, and notification record are complete, the request has a full operational loop.

How to confirm this phase is complete: You understand the daily handling path for return requests.
Recommended next step: Continue to Phase 3 to complete shipping, notifications, and permissions. If your focus is efficiency, review retention offers and workflows first.

Phase 3: Complete Operations Settings and Optimize

Improve After Launch
After the system is usable, complete common operational settings and optimize based on your business. These items do not all need to be finished on the first day.

Common Operations Settings

• Shipping settings
• Notifications and Customer Communication
• Member and Permission Management

Complete these before return operations become stable and routine.

Optional Optimization

• Retention Strategies
• Workflows, including AI assistant
• Multilingual Configuration
• Business Insights
• Billing & Plan

Enable these as needed after the basic flow is stable.

3.1 Retention Strategies

Admin path: Returns Rules > Retention Strategies
Retention offers show buyers alternatives before they continue with a return.
Common offer types include exchange, small compensation, gift card compensation, and store credit compensation.
You do not need to finish this before the first launch. Review it when you want to reduce direct returns and improve alternative-offer acceptance.

3.2 Workflows

Admin path: Returns Rules > Workflows
When general return rules cover the basics, workflows help you add more precise handling logic.
Use workflows when different amounts, products, return reasons, or stores need different processing paths.
Workflow rules can affect review paths, processing actions, and automation detail.

3.3 Shipping settings

Admin path: Returns Settings > Shipping settings

1. Add and enable carriers you need.
2. Configure return addresses so buyers know where to ship items.
3. If system labels are needed, add package and label settings.
4. After configuration, decide whether to enable automatic label creation.

3.4 Notifications and Customer Communication

Admin path: Notification Management > Sending Rules

1. Open sending rules and confirm which events should send notifications.
2. Edit the related template and check wording and variables.
3. Configure sender email in sender management.
4. After enabling rules, check notification history for sending results.

3.5 Custom Return reason

Admin path: Returns Rules > Return reason
Custom return reasons help buyers select clearer reasons that match your business.
Reason configuration affects buyer input, reason analysis, retention offers, and workflow matching.
For the first launch, keep a basic reason list. Refine it after real return requests start coming in.

3.6 Multilingual Configuration

Admin path: Returns Settings > Multilingual Configuration
Multilingual settings affect buyer-facing return portal text, flow prompts, and descriptions.
Use this when your store serves multiple countries or buyers submit return requests in different languages.
Review it together with return portal setup to keep buyer-facing content complete and consistent.

3.7 Member and Permission Management

Admin path: Account menu > Member Management

1. Invite team members who need system access.
2. Create or assign roles based on responsibilities.
3. Configure feature permissions and store permissions.
4. Before collaboration starts, confirm each member can see the pages and data they need.

3.8 Billing & Plan

Admin path: Account menu > Billing & Plan
Review plans and billing when return volume grows or quota starts to affect operations. You can check My Plan, Wallet, and Payment Method from this area.
How to confirm this phase is complete: You are no longer only making the system usable. You are improving return experience, handling efficiency, and operational results.
Recommended next step: If your focus is reducing direct returns, review retention offers, workflows, and business insights. If your focus is collaboration and account management, review account and permissions documents.

Updated on: 20/08/2026