> ## Knowledge Base Index > Fetch the complete knowledge base index at: https://help-shopify.17track.net/sitemap.xml > Use this file to discover available pages before exploring further. > Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash). # [FAQs] How to start using returns? # Ⅰ. Overview The Returns feature assists Shopify Merchants in creating a return and exchange experience that rivals that of “Taobao”, while also reducing costs, increasing efficiency, retaining customers, and minimizing losses from returns. As a complement to Tracking feature, the Returns feature enables Merchants to install an app that addresses all after-sales issues related to both Tracking and Returns. # Ⅱ. Core Values ### 1. Self-Service Customer Return and Exchange Experience; * Empowers customers to initiate returns and track the progress of their returns and exchanges directly through a dedicated returns page. * Automated email notifications ensure customers are promptly informed of any updates on their return status. * Return tracking number support automatic tracking, allowing customers to monitor the real-time location of their returned packages. ### 2. Enhance revenue through product exchanges, minimize costs, and optimize workforce efficiency. * **Return Retention**: You can set up retention pop-ups for specific return reasons, triggering them when consumers initiate a return, encouraging them to convert returns into exchanges. * **Unified Return Management**: Merchants can manage the entire return process through a unified backend panel, including review, label printing, logistics tracking, and refunds. * **Reduced Shipping Costs**: 17TRACK has a deep partnership with the international shipping platform Shipsaving, providing access to exclusive discounts lower than official prices. ### 3. Collecting Return Reasons, Analyzing Return Data, and Reducing Return Rates. * Supports setting return reasons and applying different return reasons for different products or product series, helping you collect consumer feedback. * Supports return data analysis, enables statistics on return rates, refund costs, and analyzes return reasons down to the smallest variable. # Ⅲ. Applicable Scenarios * **Returns and Refund:** The consumer receives a refund to their original payment account after returning the product. * **Same Product Exchange:** Exchanging the same product for a different size or color, for example, exchanging a Medium (M) size T-Shirt A for a Large (L) size, provided that the prices of the M and L sizes are identical. * **Refund Unfulfilled Items:** For items that have not been shipped, refunds are available to the consumer’s original payment account. # Ⅳ. How to start ### 1. Install Returns Page: Create an efficient returns page to satisfy your customers; | For specific operations, please refer to the [*help article: How to install a returns page in your Shopify store?*](https://help-shopify.17track.net/en/article/how-to-install-a-returns-page-in-your-shopify-store-2l8buv/?bust=1745984215691) ### 2. Returns Shipping Settings: You need to set up your preferred return carriers, return warehouse addresses, and commonly used package information so customers can send back products; * **Carrier Accounts**: Set up carrier accounts to create shipping labels. Using ShipSaving will get you discounted shipping rates! You can also find your own suitable carriers to create shipping labels. * **Package Size and Weight**: Add commonly used package sizes for return label printing and shipping fee calculation. * **Returns Address Settings**: Set up the addresses you frequently use for returns. * **Shipping Methods**: Provide options for customers on how to return their items. * **Auto Cancel Labels**: To avoid shipping losses, you can set the system to automatically cancel labels if no tracking information is found within a specified time. ![](https://storage.crisp.chat/users/helpdesk/website/-/1/c/c/3/1cc3f89e3566e700/image_1o07riq.png) ![](https://storage.crisp.chat/users/helpdesk/website/-/1/c/c/3/1cc3f89e3566e700/image_1dr1fh5.png) ![](https://storage.crisp.chat/users/helpdesk/website/-/1/c/c/3/1cc3f89e3566e700/image_usvoen.png) ![](https://storage.crisp.chat/users/helpdesk/website/-/1/c/c/3/1cc3f89e3566e700/image_tc78dg.png) ![](https://storage.crisp.chat/users/helpdesk/website/-/1/c/c/3/1cc3f89e3566e700/image_rff4mq.png) ![](https://storage.crisp.chat/users/helpdesk/website/-/1/c/c/3/1cc3f89e3566e700/image_18v6t7u.png) ![](https://storage.crisp.chat/users/helpdesk/website/-/1/c/c/3/1cc3f89e3566e700/image_rzkfk1.png) The return process includes a shipping cost calculator function. You can click on Returns - Return Settings - Shipping Settings - and use the tool to calculate the optimal shipping cost and determine who bears the shipping fee. ![](https://storage.crisp.chat/users/helpdesk/website/-/1/c/c/3/1cc3f89e3566e700/image_1k150vp.png) ![](https://storage.crisp.chat/users/helpdesk/website/-/1/c/c/3/1cc3f89e3566e700/image_sqc1k4.png) ### 3. Set Up Returns Reasons: Identify the reasons for customer returns to help you analyze the causes of returns; * **Returns Reason Rules**: You can set which returns reasons will be applied to specific product collections. * **Return/Exchange Reasons**: Setting return reasons is conducive to analyzing why your customers are returning items. * **Refund Reasons**: Setting refund reasons is conducive to analyzing why your customers are requesting refunds. ![](https://storage.crisp.chat/users/helpdesk/website/-/1/c/c/3/1cc3f89e3566e700/image_wfr1l8.png) ![](https://storage.crisp.chat/users/helpdesk/website/-/1/c/c/3/1cc3f89e3566e700/image_1h5neu0.png) ![](https://storage.crisp.chat/users/helpdesk/website/-/1/c/c/3/1cc3f89e3566e700/image_v42jel.png) ### 4. Set Up Returns policy: Customers will not be able to initiate returns for orders outside the return window or for items on a blacklist. ![](https://storage.crisp.chat/users/helpdesk/website/-/1/c/c/3/1cc3f89e3566e700/image_1v53cvx.png) ![](https://storage.crisp.chat/users/helpdesk/website/-/1/c/c/3/1cc3f89e3566e700/image_lnpvy1.png) ### 5. Solutions: Provide consumers with options on how to resolve items. including Returns item, Exchange for the same item , Allow request refunds for unfulfilled items, Retain pop-up window; * **Returns item**: Return the original items and refund to the original payment method. * **Exchange for the same item**: Exchange different variants of the same product. * **Allow request refunds for unfulfilled items**: After open it,consumers can request refunds for unfulfilled items on returns page. * **Retain pop-up window**: When customer return items,you can retain them and reduce returns lost. ![](https://storage.crisp.chat/users/helpdesk/website/-/1/c/c/3/1cc3f89e3566e700/image_fg54j9.png) ### 6. Returns Management: Manage all your return requests by different statuses and filter them by different conditions. ###### Returns Status * **Pending Review**: Awaiting merchant review for return/refund approval. * **Approved**: The merchant has approved the return/refund request. * **Rejected**: The merchant has rejected the return/refund request due to reasons that do not meet the return/refund policy. * **Resolved**: The customer's return/refund request has been completed. * **Cancelled**: When the buyer does not want to return the product, he/she can communicate with the merchant and the merchant can cancel the corresponding return application. ![](https://storage.crisp.chat/users/helpdesk/website/-/1/c/c/3/1cc3f89e3566e700/image_1d1690x.png) ### 7. Notifications: Currently, 7 key events are set to trigger automatic email notifications to your customers, and you can edit the corresponding notification content. * **Request received**: Sent when a request is submitted. * **Request approved**: Sent when a request is approved. * **Request rejected**: Sent when a request is rejected. * **Request canceled**: Sent when a request is canceled. * **Items returned**: Sent when return items are marked as received. * **"Returns items" Refund only'request resolved**: Sent when'Returns items''Refund only' request is marked as resolved. * **"Exchange for the same item" request resolved**: Sent when'Returns items''Refund only' request is marked as resolved. ![](https://storage.crisp.chat/users/helpdesk/website/-/1/c/c/3/1cc3f89e3566e700/image_1lhgimo.png) ### 8. Returns Analytics: Analyze your store's return request volume, return rate, returned products, and product value through all your return/refund data to help you optimize your products and reduce return rates. * **RMAs**: The quantity of return orders created in 17TRACK; * **Return Rate**: Total number of returned goods / total number of ordered goods (only includes data with the status "Accepted" or "Resolved"); * **Value of returns goods**: Value of returned goods that have already been refunded; * **Top 10 returns product**: Click on product below to view specific reason of each variant; * **View Analytics**: Click to view the return quantity and return reason of each SKU under each returned product； ![](https://storage.crisp.chat/users/helpdesk/website/-/1/c/c/3/1cc3f89e3566e700/image_1ju7dc8.png) ![](https://storage.crisp.chat/users/helpdesk/website/-/1/c/c/3/1cc3f89e3566e700/image_67vacr.png) ![](https://storage.crisp.chat/users/helpdesk/website/-/1/c/c/3/1cc3f89e3566e700/image_1546esd.png) ![](https://storage.crisp.chat/users/helpdesk/website/-/1/c/c/3/1cc3f89e3566e700/image_1g2vvtv.png) ![](https://storage.crisp.chat/users/helpdesk/website/-/1/c/c/3/1cc3f89e3566e700/image_l3rvmw.png) # Ⅴ. Buyer Experience ###### Create a return request : ![](https://storage.crisp.chat/users/helpdesk/website/-/1/c/c/3/1cc3f89e3566e700/image_1im0x19.png) ![](https://storage.crisp.chat/users/helpdesk/website/-/1/c/c/3/1cc3f89e3566e700/image_y0d13a.png) ###### Select the Product for After-Sales: ![](https://storage.crisp.chat/users/helpdesk/website/-/1/c/c/3/1cc3f89e3566e700/image_gk7imx.png) ###### Choose the Solutions: ![](https://storage.crisp.chat/users/helpdesk/website/-/1/c/c/3/1cc3f89e3566e700/image_zcdi3g.png) ###### Select Returns Reason & Upload Evidence: ![](https://storage.crisp.chat/users/helpdesk/website/-/1/c/c/3/1cc3f89e3566e700/image_13ocfgk.png) ###### Choose a Shipping Method: ![](https://storage.crisp.chat/users/helpdesk/website/-/1/c/c/3/1cc3f89e3566e700/image_6k1nhs.png) ###### Submit the Application: ![](https://storage.crisp.chat/users/helpdesk/website/-/1/c/c/3/1cc3f89e3566e700/image_1k9sxjq.png) ###### View Progress: ![](https://storage.crisp.chat/users/helpdesk/website/-/1/c/c/3/1cc3f89e3566e700/image_ob1ujt.png) ###### ### Buyer Receives Corresponding Email Notifications: ###### Return Submission Notification: ![](https://storage.crisp.chat/users/helpdesk/website/-/1/c/c/3/1cc3f89e3566e700/image_1btvthb.png) ###### Review Approval Notification (Email supports shipping label download): ![](https://storage.crisp.chat/users/helpdesk/website/-/1/c/c/3/1cc3f89e3566e700/image_f4xzaj.png) ###### Review Rejection Notification: ![](https://storage.crisp.chat/users/helpdesk/website/-/1/c/c/3/1cc3f89e3566e700/image_1heusb4.png) ###### Return Received Notification: ![](https://storage.crisp.chat/users/helpdesk/website/-/1/c/c/3/1cc3f89e3566e700/image_14keh3a.png) ###### Issue Resolved Notification: ![](https://storage.crisp.chat/users/helpdesk/website/-/1/c/c/3/1cc3f89e3566e700/image_uomone.png) --- Did this guide solve your problem? lf so, please support us with a 5-star review! 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