Handling every return request by email takes time, and details get lost. Shopify's self-serve returns let customers submit a request from their account, which you then approve or decline. This guide covers what you need, how to turn it on, and what it will not do.
What you need first
Self-serve returns run through customer accounts. Shopify states that self-serve returns and cancellations do not work with legacy customer accounts, so customers need to sign in through the newer version. Customers can request a return only for items that have been fulfilled.
- Accounts: The newer customer accounts, not legacy
- Eligible items: Fulfilled items, within your return rules
- Sign-in: Customers sign in before submitting a request
Turn it on
The switch sits in your customer account settings. Go to Settings, then Customer accounts, and turn on "Self-serve returns and cancellations". Then choose the request type from the drop-down menu.
| Request type | What customers can do |
|---|---|
| Return and cancel requests | Request returns and cancellations |
| Return requests only | Request returns |
| Cancel requests only | Request cancellations of unshipped items |
Set your return rules
Return rules decide which requests customers can submit, so set them before you announce the feature. They live under Settings, Policies, in the return and cancellation rules. Shopify notes that changes to these rules apply only to future orders.
- Return window: How long customers have to request a return
- Return shipping: Free, a flat-rate fee, or the customer buys their own label
- Restocking fee: An optional percentage
- Final sale: Products or collections that cannot be returned
See how long your return window should be.
Give customers a way in
Customers need a link to find the request form. Copy the customer accounts URL from the Customer accounts settings and add it where people look for return information.
- Refund policy: Link it in the policy text
- Returns page: Add it to a page in your online store
- Footer menu: Add it as a menu item
Review each request
Nothing is approved automatically. Shopify states that you review and decide on every request. The customer gets a confirmation email when they submit, then a notification when you approve or a message when you decline, which you can edit before sending.
- ✅ Check the request against your written policy
- ✅ On approval, send return shipping instructions or a label
- ✅ On decline, explain the reason in the message
- ❌ Do not leave requests sitting, since the customer is waiting on your answer
Limits to know about
Self-serve returns cover the common cases, not every case. These limits are all stated in Shopify's help documentation.
- Exchanges: Customers cannot request an exchange through self-serve
- Subscriptions: Processing a cancellation does not cancel the subscription contract
- Large requests: A request cannot include more than 250 line items
- Order types: It applies to all orders, including B2B
Doing this at scale
ReturnSage reads return requests created in Shopify, along with your full return policy and the order and customer context. It recommends approve, exchange, store credit, deny or escalate, with cited policy clauses and a draft reply, and you decide with one click. It does not create labels or run a returns portal. See ReturnSage.