Documentation

Installing ZenReturn on Shopify

Install ZenReturn from the Shopify App Store, choose a plan and work through the setup checklist.

2 min

Setting up your first return policy

Edit the default rule to set your return window, the resolutions you offer and how returns ship.

3 min

Processing your first return

Review a return request, approve or reject it, and complete the refund.

3 min

Plans and billing

How plans, monthly return limits and label charges work, and where you change your plan.

3 min

Customizing your return portal

Add your logo, colors and font to the return portal in Settings → Portal & branding.

2 min

Storefront page or direct link

Customers reach the portal on your store's own domain through the Shopify App Proxy, or on a direct ZenReturn link.

2 min

Portal languages and text

The portal is in English, Spanish, French and German on every plan. You can also change its text for each language.

2 min

EU withdrawal link

If you sell to consumers in the EU or EEA, add the link to your own withdrawal function so the portal can show it.

2 min

Return reasons and follow-up questions

Choose the reasons customers pick from, and ask extra questions when a customer picks a reason.

3 min

Requiring photos

Customers can add photos to any return. A rule can make at least one photo required.

2 min

Return windows

Each rule sets how many days customers have to return an item, counted from the day the item was fulfilled.

2 min

Rule conditions

Add conditions to a rule so that it applies only to some returns, for example by order value, customer tag or reason.

3 min

Auto-approval

Approve the returns that match a rule as soon as the customer submits them.

2 min

Returnless refunds

Let customers keep the item and still get their refund, store credit or exchange.

2 min

Offline refunds (cash on delivery)

Offer a refund that you pay yourself on orders paid by cash on delivery or another manual method, where there is no payment to send money back to.

2 min

Restocking and return fees

Charge a restocking fee or a flat return fee, taken off the amount the customer gets back.

2 min

Automatic refunds

Have ZenReturn refund the original payment through Shopify when a return is approved or received.

3 min

Customer blocklist

Block customers by email address so that they cannot submit returns in the portal.

2 min

Variant exchanges

Let customers swap an item for another size or color of the same product.

3 min

Product exchanges

Let customers exchange an item for a different product from your catalog.

2 min

Price differences

When a replacement costs more, the customer pays an invoice. When it costs less, ZenReturn refunds the rest or gives it as store credit.

3 min

Store credit and bonuses

Offer Shopify store credit, with an optional bonus gift card to make it more attractive than a refund.

2 min

Switch-to-exchange offers

Offer customers a bonus to exchange an item for another size or color instead of taking a refund.

3 min

Gift returns

Let the person who received a gift return it for store credit or an exchange, without paying money to the buyer.

2 min

Warranty claims

Let customers send a faulty item in under warranty, then repair it, replace it or recycle it.

2 min

Prepaid return labels

ZenReturn buys a prepaid label through EasyPost when you approve a return, and Shopify bills it as usage.

3 min

Choosing a carrier preference

Choose the cheapest rate, or prefer USPS, UPS or FedEx among the rates EasyPost returns.

2 min

QR code drop-off

When the carrier provides a QR code with the label, customers can drop off their return without printing.

2 min

How tracking updates a return

Tracking of a ZenReturn label moves the return to Shipped or Received, and gives the customer a tracking link.

2 min

Bring your own EasyPost account

Buy labels with your own EasyPost account, at your own rates, billed to you by EasyPost.

2 min

Unused labels are voided

ZenReturn voids a label that will not be used, and reverses its charge when the carrier refunds the postage.

2 min

Return locations and restocking

Set the addresses that returns ship to, choose one for each rule, and restock received items in Shopify.

3 min

Validating returned items

Record whether each item came back and whether you can restock it, once the return is received.

2 min

Refunds owed by hand (cash on delivery)

When a refund goes to a cash-on-delivery or other manual payment, Shopify records it but no money moves. You pay the customer, then mark it paid.

3 min

Return insights

See a customer's earlier returns and return rate on the return page.

2 min

Exchange invoices and follow-up

When a replacement costs more than the credit, the customer pays an invoice. ZenReturn tells you when it stays unpaid.

3 min

Your returns dashboard

The Overview page shows the returns that need you, your latest returns and your setup steps.

2 min

Return reasons and trends

The Analytics page shows why customers return, how returns change from month to month and which products come back most.

2 min

Resolution types in analytics

See which share of returns ask for a refund, store credit or an exchange, and how much was refunded and issued as credit.

2 min

Inviting team members

Invite people by email. They sign in with a link that works for 15 minutes, or from Shopify admin.

3 min

Roles and permissions

ZenReturn has three roles: Owner, Admin and Agent.

2 min

Gorgias integration

Create Gorgias tickets for new and rejected returns, and show a customer's returns in Gorgias.

3 min

Priority email support

How to contact ZenReturn support, and what priority email support means.

1 min