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Setting Up and Managing Self-Serve Returns (Early Access)

Self-serve returns let customers submit return requests from the order list or order details page in their new customer account. After you enable this feature, customers can select eligible shipped items, enter a return quantity and reason, and submit a request without waiting for your support team. This helps you collect return details in one place, reduce back-and-forth communication, and manage return requests more efficiently. 

This guide explains how to set up return rules, configure return notifications, and approve or reject return requests.

Note: The feature Self-Serve Returns is currently available to selected merchants only. To request early access, please contact SHOPLINE Support.

 

 

Setting Up Self-Serve Returns for Customer Accounts

Before customers can submit return requests through their customer account, you need to configure your store's return settings. Follow the steps below to configure return rules, review your return policy, and enable self-serve returns.

 

Requirements for Setting Up Self-Serve Returns

Before you enable self-serve returns, make sure the following requirements are met:

  • Your store uses New customer account. Customers need to access their orders through the new customer account to submit return requests.
Note: You can go to Settings > Customer account to select the customer account version used by your store. To learn more, see "Understanding Classic and New Customer Accounts." 
  • You have configured Return rules. SHOPLINE uses these rules to determine whether a customer can submit a return request.
  • Staff who need to review return requests have the Return review permission. Staff without this permission can’t approve or reject return requests. To notify staff when a customer submits a return request, set up staff email recipients as well.

 

Configuring Return Rules for Self-Serve Returns

Return rules define when customers can request a return and how return fees are applied. When a customer submits a return request, SHOPLINE checks your return rules to determine whether the item is eligible for return.

To configure return rules:

  1. From your SHOPLINE admin, go to Settings > Terms and policies.
  2. In the Return rules section, click Edit rules.
  3. Configure Return window. You can select No time limit, 15 days, 30 days, 90 days, or Custom days.
  4. Configure Return shipping fee. You can choose:
    • Free shipping: Customers don’t need to pay return shipping.
    • Customer pays shipping: Customers are responsible for return shipping.
    • Fixed fee: A fixed return shipping fee is deducted from the estimated refund.
  5. Configure Return fee. To charge a return processing fee, select Apply return fee, then enter the fee rate.
  6. Configure Non-returnable products. You can choose All products returnable, Designated product category, or Designated products.
  7. Click Update to save your changes.

 

Editing Your Written Return Policy

Your written return policy is shown in your online store and helps customers understand your return terms. Before enabling self-serve returns, review the policy and make sure it clearly explains your return window, return fees, and return process. Whenever you update Return rules, review and update the written return policy as well so the policy customers see stays consistent with your actual return rules.

To edit your written return policy:

  1. From your SHOPLINE admin, go to Settings > Terms and policies.
  2. Find the Written return policy section.
  3. Enter or update your return policy in the editor. To use a system template, click Replace with template.
  4. Save your changes.
Note: The written return policy explains your store’s return terms to customers. Whether a customer can submit a return request is still determined by your configured Return rules.

 

Enabling Self-Serve Returns in Customer Accounts

After you configure your return rules, you can enable self-serve returns from the customer account settings.

To enable self-serve returns:

  1. From your SHOPLINE admin, go to Settings > Customer account.
  2. In the Login link section, select New customer account.
  3. Find Self-serve returns and click Enable.

After self-serve returns are enabled, eligible customers can request returns from the order list or order details page in their new customer account. Customers can only request returns for shipped items that meet your return rules.

 

 

Managing Customer Return Requests

After self-serve returns are enabled, customers can submit return requests directly from their customer account. You can review each request, then approve or reject it based on your store's return policies and return rules.

 

How Customers Submit Return Requests

After self-serve returns are enabled, customers can submit return requests directly from their new customer account. You don’t need to create the request for them manually.

The customer flow is as follows:

  1. The customer logs in to the new customer account.
  2. From the order list or order details page, the customer clicks Request return.
  3. The customer selects the items and quantity to return.
  4. The customer selects a return reason and adds a note if needed.
  5. The customer submits the return request.
  6. The customer can view the return status from the order page.

 

Approving Customer Return Requests

After a customer submits a return request, you can review it from the order details page. The request includes the return items, quantity, return reason, fee summary, and estimated refund amount.

To approve a return request:

  1. From your SHOPLINE admin, open the corresponding order details page.
  2. Find the Return request section.
  3. Click Review request.
  4. Review the returned items, return reason, return shipping fee, processing fee, and estimated refund.
  5. Select a return shipping option, such as Create return label in SHOPLINE, Enter return info manually, or No shipping required.
  6. To notify the customer, select Send notification to customer.
  7. Click Approve return.
Note:  Approving a return request doesn’t issue a refund. Continue with the next steps in your store’s return process. To learn more about processing refunds, see "Creating a Refund."

 

Rejecting Customer Return Requests

If a customer’s request doesn’t meet your return rules, you can reject the return request and provide a reason.

To reject a return request:

  1. From the return review page, click Reject return.
  2. In Rejection reason, select a reason, such as Return window closed, Final sale, or Other.
  3. Enter a message for the customer if needed.
  4. Click Reject return.
Note: After a return request is rejected, the customer can submit another return request. To reduce repeated communication, clearly explain the reason in your message.

 

 

Managing Return Notifications and Staff Access

Self-serve returns rely on email notifications and staff review workflows to keep customers informed and ensure return requests are processed promptly. This section explains how to manage return notifications and configure staff access.

Customizing Return Request Email Notifications

SHOPLINE sends return-related emails when a customer submits a return request, and when you approve or reject the request. 

You can go to Settings > Notifications > Returns to view and customize the customer emails for return requests.

Recipient Notification When it’s sent
Customer Return request confirm under Customer email notification Sent to the customer after they submit a return request.
Customer Return request approved under Customer email notification Sent to the customer when you approve their return request.
Customer Return request rejected under Customer email notification Sent to the customer when you reject their return request.
Staff Return request under Merchant email notification Sent to selected staff members when a customer submits a return request.

To customize customer return emails:

  1. From your SHOPLINE admin, go to Settings > Notifications.
  2. Find the Returns section.
  3. Click the notification you want to edit, then update the email content as needed.
  4. Click Publish to save your changes.

Setting Up Staff Email Recipients for Return Requests

To notify staff when a customer submits a return request, set up staff email recipients under merchant email notifications.

To set up staff email recipients:

  1. From your SHOPLINE admin, go to Settings > Notifications.
  2. Find the Merchant email notification section.
  3. Click Staff email settings, then add or edit staff email addresses.
  4. Select Customer requested a return as the notification type.
  5. Save your changes.

After setup is complete, SHOPLINE sends the Return request merchant email notification to the staff members you selected when a customer submits a return request.

Granting Return Review Permissions to Staff

Staff need the Return review permission to approve or reject customer return requests. This permission isn’t enabled for all staff by default, so an administrator needs to grant it manually.

To grant return review permission:

  1. From your SHOPLINE admin, go to Settings > Staff and permissions, then open the staff account you want to update.
  2. In the permission list, find Orders, then select Return Approval.
  3. Save your changes.