Welcome to the brand-new 17RETURNS system! This guide will walk you through the self-service migration process.

Pre-Migration Preparation

• Please confirm that you have received the migration notification (in-app message or email).
• For smooth data synchronization, we recommend performing the migration under a stable network connection.

Migration Steps

The migration consists of 6 steps. Simply follow the on-screen instructions to complete each one.

Step 1: Access the Migration Page

After logging into the old system, you will find the migration entry point in the following locations:

• Top banner: Displays "Returns platform is upgrading" — click [Migrate now] to begin.
• Left navigation card: A card at the bottom reads "Returns all-new upgrade" — click [Migrate now] to enter as well.

If you are not ready to migrate yet, click [Remind me later] to dismiss the banner. It will appear again on your next login.

Step 2: Account Setup

The first step after entering the migration flow is to create or log into your 17RETURNS new system account.

If you do not have a 17RETURNS account (new user):

If you have previously registered for any product under 17TRACK (e.g., 17TRACK package tracking), you can log in to 17RETURNS directly using that email and password — no need to re-register.

1. Enter your email address.
2. Click [Send code], retrieve the 6-digit code from your inbox, and enter it.
3. Set a login password (at least 8 characters, including letters and numbers).
4. Click [Create account and continue].

If you already have a 17RETURNS account:

1. Click "Already have a 17RETURNS account? Log in directly" at the bottom of the page.
2. Enter your email and password, then click [Log in and continue].

Step 3: Bind Your Shopify Store

After account creation/login, you need to bind your Shopify store to the new platform.

1. Click the [+ Add store] button.
2. In the pop-up, confirm the platform is Shopify and click [Go to Shopify install].
3. You will be redirected to the Shopify admin — confirm permissions and click "Install App".
4. Once installed, the system will automatically sync your store data. The page will display "Connected".
5. Click [Continue after authorization] to proceed.

Step 4: Confirm Subscription Plan

The system will automatically assign a dedicated trial plan for migrating users. The page will display:

• Old plan entitlement inheritance: Including your old plan type, expiration date, remaining return quota, etc. These quotas will be directly inherited by the new platform.

After confirming the information is correct, click [Confirm and start migration].

Step 5: Data Migration

After confirmation, the system will automatically begin migrating your data. The migration scope includes:

1. Return configurations (return reasons, return rules, etc.)
2. Shipping configurations (packages, partial carrier information, etc.)
3. Notification configurations (email templates, sending settings, etc.)

Please do not close the page. The migration typically takes a few minutes. Once complete, the page will display "Migration completed" — click [View migration results].

Step 6: Migration Completed

After a successful migration, the page will redirect you to the new system interface.

Important Notes:

• Unfinished return requests in the old system can still be processed until completion.
• The customer-facing return portal will go offline 7 days after migration. After that, consumers will no longer be able to initiate returns through the old portal (the new return page must be confirmed in the new system).
• The old system will stop accepting new return requests after 7 days, but unresolved requests will not be affected.
• Historical data in the old system is permanently retained and can be accessed at any time.
• The consumer self-service return page flow may differ before and after migration — please re-confirm the process.
• Email sender settings involve mail server configuration — please verify they work correctly after migration.
• The new system does not support the ShipSaving label printing platform. You may continue using ShipSaving separately.

Click [Go to 17RETURNS] to start using the new platform.

Important Reminders

• Each user can only migrate once. Please make sure you select the correct target store.
• Migration cannot be undone once completed. Please review all information carefully before proceeding.
• If you have multiple stores, please contact customer support for assistance.
• If you have any questions, feel free to reach out to your dedicated Customer Success Manager for help.

Updated on: 14/05/2026