Return insights
See a customer's earlier returns and return rate on the return page.
The return page shows a Return insights card above the Customer card. It helps you decide on the return. It does not approve, reject or block anything.
Return history
- Previous returns: the returns that the customer submitted before this one, found by email address. A return that was split into parts counts once. The number shows in yellow at 2 and in red at 3 or more.
- Total orders: the number of orders the customer has in your store, as Shopify counts them.
- Return rate: the share of those orders that have a return that was not rejected, this return included.
At a return rate of 30% or more, the card says "Above average return rate". At 50% or more, it says "High return rate - review carefully".
Total orders and Return rate show only when Shopify gives ZenReturn the order count of the customer. For example, they do not show for an order with no customer account, or when Shopify does not answer in time.
First-order customer
On the Premium plan, the card also shows "First-order customer" when Shopify counts only one order for the customer.
Missing photos
If the rule of the return requires photos and the customer uploaded none, the card shows "No photos provided". This alert does not need Return history, so it can show on a plan without it.