Return Settings

In Settings go to Return Settings

The Returns Settings page allows you to do the following:

Choose who pays return freight, return methods allowed e.g. Refund, Store Credit and/or Exchange, when return labels are generated, what type of Store Credits and your return parcel (package) dimensions.

  1. Freight Responsibility. This means who pays return shipping, you or your customer?
    1. Note: If you choose "Shopper..." (your customer) you will still purchase and generate the return shipping label but deduct the return shipping cost from their refund. The return shipping cost is found in the return details for each return.
  2. Return Authorization
    1. ON means returns are auto approved and a return label is immediately sent to your customer. (Recommended)
    2. OFF means you have to review and approve the return in the app admin before a return shipping label is emailed to your customer.
  3. Days for customer to return items: Means how many days they have to send something back and this should align with your return policy on your website and in your other communication. A customer will not be able to process a return if outside the number of days allowed.
  4. Choose your Return Method > Accepted return type: You can activate one, two or all of the three options; Full Refund, Store Credits and/or Item Exchange. Offer all or some of them to meet your business preferences.
      1. Note that in the left hand navigation you can access Store Credits and Exchanges to see the details for each customer that opted for one or both of these during the returns process.
      2. Here is a look at what your customer will see if you choose to utilize all three return methods + the option to "Keep It" if there are multiple items on their order and they only want to return some of them.
      3. Here is a look at the exchanges customer detail example in the app admin. For more detail on how exchanges work visit https://fabreturns.helpscoutdocs.com/article/30-how-do-exchanges-work
      4. Here is a look at the store credits customer detail example in the app admin. Note: Store Credits will only show up in this view if you select the "discount" method.
  1. Store credits activation: This is where you determine when you want your customer's store credits to be activated; when the label is generated during the return process (this means before they send back their return) or when the return label is scanned by the carrier (this means your customer will get a store credit but they won't be able to access and use it until the return has been scanned by the carrier and is in transit back to you). Note: We recommend making the store credits available at return label generation then hold their new order placed with store credits until you receive a notification from our app their return is in transit back to you.
  2. What Type of Store Credits Will You Use?
    1. Store Credits can be done one of two ways. Redeemable multiple use discount codes or Gift Cards.
      1. If via discount codes then you will set up the iframe widget or special url for your website so your customers can redeem them.
      2. If via Gift Card an email will be sent to you, the brand owner, with instructions to create a Gift Card and email it to your customer. The amount is determined by the customer when they select items for which they want Store Credit during the return process.
      3. If you select the Gift Card method no data will show up in this Store Credits tracker. You will need to track the Gift Cards in your Shopify admin to know what Store Credits are still open as Gift Cards. You will however see in the Return Details which products had a Store Credit generated as a Gift Card
  3. Store credits iframe widget: This allows you to embed the store credits page directly into a page on your site. Just copy the code we've provided and paste it into a new page on your site using the "html" <> view in the content section. This is a page just like any other content page on your site e.g. About Us, Contact Us etc. When you use the iframe widget the store credits are redeemed through your site with all of your branding.
  4. Example: https://fabreturns.com/pages/fabreturns-iframe
    1. It will look like this (see below) on your website. If your customer opted to get store credits they'll receive an email with a unique code to access them. Every time in the future they opt for store credits they'll continue using the same code and see a running total of their redeemable credits.
  5. Store Credits URL: If you select this option you'll need to do the following:
    1. Create a navigation link in your header or footer called "Store Credits" and link it to the default URL we've displayed in the app settings. This will send your customer to our hosted page for store credits that will include your logo.
    2. For a deeper dive into store credits check out this article: https://fabreturns.helpscoutdocs.com/article/53-how-do-store-credits-work
  6. Return Parcel Dimensions
    1. This is where you input the dimensions of your average return shipping box. This is usually similar to the size of mailer of box you ship with. For example, if most of your shipments are in a poly-mailer that is 10 x 8 x 1 then most likely your returns come back in a similar size or in many cases the same packaging.
    2. This is important to have the correct average because the return shipping dimensions, along with the weight of each product, are used in calculating the return shipping cost for the return label. The larger the return mailer or box, even if the weight is light, the higher the return shipping cost will be. This is standard for carriers and is referred to as "Dimensional Weight".
    3. WEIGHT: Make sure you have each product variant in your Shopify store reflect the most accurate average weight. During the return process if our app sees a product with no weight we auto assign it 13 ounces. If your product variants are lighter your return shipping cost will be lower. It's a best practice to take the time to assign weights to your product.

Email us with any questions at help@fabreturns.com

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