Help & setup guide

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Getting started

Install ReturnRoom from the Shopify App Store. Your portal is live immediately, using your store name, contact email and address.
Check your return address in Settings → Shipping. This is where customers are told to send returns.
Set your policy in Settings → Policy: the return window, tags that can't be returned, and which reasons need a photo or a note.
Choose what you offer in Settings → Resolution: refund, store credit, exchange.
Add your logo and colours in Settings → Branding.
Share your portal link (on the app's Home page). Add it to your footer menu, your refund policy and your shipping confirmation email.

Where customers start a return

Your portal link — shown on the app's Home page. It looks like returnroom.fulfil-it.com/r/your-store.
Your own domain — yourstore.com/apps/returns takes customers to the same portal.
The customer's account — on stores using new customer accounts, each order shows a Start a return button. Turn it on in Shopify admin → Settings → Checkout → Customise (customer accounts) by adding the ReturnRoom "Start a return" block to the order pages. The button only appears on orders that can still be returned.

Customers find their order with the order number and the email they used. No login is needed.

How a return moves

Stage	What happens
Submitted	The customer has asked to return items. You get an alert email. Review the items and photos.
Approved	The customer is emailed your return address and instructions (or told to bring the items to your store). Reject individual items first if needed.
Received	The parcel is back. Check the items, choose whether each goes back into stock, and reject anything that fails inspection.
Completed	ReturnRoom issues each item's refund, store credit or exchange in Shopify and emails the customer a summary.

You can approve, receive and complete several returns at once from the Returns list.

Return shipping

ReturnRoom works with any carrier. By default the customer sends the parcel themselves and adds the tracking number on their status page. They can also print a return slip to put in the parcel so you can match it on arrival.

If you pay for return shipping, buy a label from your carrier as you normally would, open the approved return and choose Attach a prepaid label. The customer is emailed the label and can download it from their status page. Set Who pays for return shipping in Settings → Shipping so customers are told what to expect.

Approved returns that are never sent don't pile up: customers get a reminder after 7 days and a final one before the ship-by date, then the request closes. Change or switch off the ship-by window in Settings → Policy.

Refunds, store credit and exchanges

Refund — sent to the original payment method through Shopify. You can limit refunds to reasons that are your fault, and charge a restocking fee on the rest.
Store credit — issued as native Shopify store credit on the customer's account, in the currency they paid in.
Exchange — for another variant of the same product, or (Growth plan and above) any product. If the new item costs more the customer is sent a payment link; if it costs less they get the difference as store credit. Replacement stock is held from approval so it can't sell out.
Bank-transfer refunds — for payment methods Shopify can't refund, such as cash on delivery. The portal collects the customer's bank details securely and you record the transfer once it's paid.

Nothing is paid out until you mark a return received and complete it.

In-store returns

On the Pro plan you can let customers bring returns to your shops. Tick the locations in Settings → Shipping and add each one's address and hours. Staff find the return in the app, mark it received at the counter, and stock goes back to that location. For an exchange, any price difference is taken in Shopify POS.

Emails

Customer emails are sent with your store name as the sender and your reply-to address, so replies come to you. Choose which status emails are sent in Settings → Notifications. The approval email is always sent because it carries the instructions.

Plans and limits

Plan	Price	Returns per month
Free	Free	5
Starter	$9/month or $90/year	50
Growth	$29/month or $290/year	250
Pro	$79/month or $790/year	Unlimited

Paid plans start with a 14-day free trial. If you receive more returns than your plan includes, your customers can still submit them — the extra returns show as Locked in your list and unlock as soon as you upgrade. The count resets on the 1st of each month.

Frequently asked questions

Can customers return part of an order?

Yes — they choose which items and how many of each.

Can I create a return for a customer?

Yes. Use New return in the app, for example for a customer who phoned or walked in.

Why can't a customer find their order?

The order number and email must both match the order. Orders that are unfulfilled, cancelled, outside your return window, or already returned can't start a return.

Does it work with multiple currencies?

Yes. Each return is handled in the currency the customer paid in.

How do I remove the "Powered by ReturnRoom" line?

It is removed on the Starter plan and above.

How do I cancel?

Choose Switch to Free on the Plans page, or uninstall the app from Shopify admin. Uninstalling deletes your returns data within 48 hours.