Articles on: Returns

How to start using returns?

1. 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.

2.Core Values

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.

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.

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.

3.Applicable Scenarios

Return 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.

4.How to start

Install Returns Page: Create an efficient returns page to satisfy your customers;

For specific operations, please refer to the help article.

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.

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.

Set Up Returns policy: Customers will not be able to initiate returns for orders outside the return window or for items on a blacklist.

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 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.

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.

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.

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；