Setting up your first return policy

Your return policy is a list of rules in Settings → Return policy. Every store has a Default Rule. It applies to every return that no other rule matches, and you cannot delete it.

Edit the default rule

1. Open Settings → Return policy and select Edit next to Default Rule.
2. Under Basics, set Return Window (days). ZenReturn counts it for each item from the day the item was fulfilled.
3. Under Resolution options, choose what customers can ask for. Refund and Keep item (Donate) are on every plan. Store credit and exchanges need the Standard plan or higher. Product exchanges and warranty claims need the Pro plan or higher.
4. Under Return method, choose Ship back or Returnless (keep the item). Then choose a Shipping label policy. With Customer Pays, ZenReturn buys no label and the customer sends the item back with their own label. With Merchant pays or Deduct from Refund, ZenReturn buys a prepaid label when labels are turned on in Settings → Shipping; Deduct from Refund also takes the Label deduction amount off what the customer gets back.
5. Select Save changes.

Add more rules

A rule other than the default applies only when it has at least one condition, and conditions need the Pro plan or higher. On a lower plan, your store has the default rule only. On that plan or higher, select Create rule to add a rule. You can start from a template or from scratch. The Return policy page shows how many rules you use, for example "2 / 15 rules", and the default rule counts as one.

ZenReturn checks rules from top to bottom and uses the first rule whose conditions all match the return. Drag rules to change their order.

There is no list of eligible products. To give some products other terms, add a rule with an Item condition, such as Product type or Item tags. The article "Rule conditions" lists every condition.

ZenReturn saves a copy of the matched rule with each return. A change to a rule applies to new returns only.