Tracking & Returns

Handling returns

Set up a self-service return portal and manage return requests.

Setting up your return policy

Go to Admin → Settings → Returns to configure your return policy. Set: Return window: How many days after delivery a return can be initiated. Approval workflow: Auto-approve returns or require manual review. Restocking fee: Percentage to deduct from the refund (0% for no fee). Return shipping: Whether the customer pays for return shipping or you provide a prepaid label.

The customer return portal

ShipWave provides a self-service return portal at shipwave.app/returns/[your-slug]. Customers enter their order number and email to look up their order. They select which items to return, choose a reason, and submit the request. If you provide prepaid return labels, the customer can download the label immediately (or after approval, depending on your workflow).

Managing return requests

Go to Admin → Returns to see all return requests. Each request shows the order, items being returned, reason, status, and any return tracking. For manual approval workflows, review each request and approve or deny it. Approved returns generate a return shipping label that is emailed to the customer.

Processing refunds

After you receive and inspect the returned item, process the refund from the returns dashboard. The refund amount is calculated based on the item price minus any restocking fee. Refunds are processed through the original payment method via the source store (Shopify).

FAQs

Can customers initiate returns without contacting me?
Yes, if you enable auto-approve. With auto-approve turned on, customers can submit a return request and immediately receive a return label (if you provide prepaid labels) without waiting for manual review.
How do I share the return portal URL with customers?
Include the link in your order confirmation emails, on your website, or in your Shopify order status page. The URL is shipwave.app/returns/[your-slug] where your slug is configured in the returns settings.
What return reasons can customers select?
Standard reasons include: wrong item received, item damaged, item not as described, no longer needed, and other. You can customize the available reasons in the returns settings.

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