New in Shopify: Self-serve returns
A simpler user experience for customers
Customers can now log into their accounts and easily manage their returns. When viewing their order history, they can see all the products they've purchased, including items already returned and those marked as "Final Sale" (which aren't eligible for return). If an item is eligible, a "Request Return" button is available right next to it.a better shopping experience and a simpler return process.
This transparency empowers customers to make returns effortlessly, providing reasons for their returns and understanding any restrictions up front. In other words, a better shopping experience and a simpler return process.
A simpler user experience for merchants
Return policy
One of the standout aspects of this feature is the ability for merchants to tailor return rules according to their specific policies:
- Return window: Merchants can define a return window (e.g., 30 days). Orders outside this timeframe automatically become ineligible for return requests, helping to manage expectations and comply with legal requirements.
- Return shipping options: The choice to offer free return shipping or require customers to pay for it is entirely up to the merchant. This flexibility allows businesses to balance customer service with operational costs.
- Restocking fees: Merchants have the option to implement a restocking fee. For example, charging a 10% restocking fee on a £100 item means the customer receives a £90 refund. This can help offset the costs associated with processing returns.
- Final sale items: Specific products or entire collections can be marked as "Final Sale," making them non-returnable. This is particularly useful for clearance items or bundles that the merchant doesn't wish to accept back.
Return management
Merchants can review and manage return requests directly within the Shopify admin dashboard. Each request includes the item details and the customer's reason for returning it. Decisions to approve or decline requests can be made swiftly, and return shipping labels can be provided if necessary. This integrated approach eliminates the need for juggling multiple platforms or apps. It streamlines the workflow, making the entire return process more manageable and less time-consuming.
Getting started
Implementing Self-Serve Returns is straightforward. Merchants can enable the feature and customise return rules within the Shopify admin settings. By taking advantage of this tool, businesses can offer a better experience to their customers while also simplifying their internal processes.
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