The Policies tab defines what customers can return, for how long, at what cost, and what they're told along the way.
Navigate to Settings > Returns > Policies.
Settings on this page
Section | Settings |
Return Policies | |
Advanced Settings |
Return Policies
Return Policy URL
The URL to your store's written return policy, displayed as a link in the footer of the return portal. Keep it in sync with your settings — the most common documentation failure is a policy page that says 30 days while the app is configured for 60.
Pre-submission return instructions
Shown to customers right before they submit. This field is optional — leave it blank to exclude "Return instructions" from the return summary that customers see before submitting their returns.
We recommend using this field for anything a customer might want to know before submitting their return. For example: special packaging requirements, how to arrange for shipping (if you're not using our system for labels), and anything you currently explain repeatedly over email.
Post-submission return instructions
Shown once a return has been approved. This is where packing and drop-off instructions belong. Supports the variables %{carrier}, %{return_by_date}, and %{resolution}. Click Revert to default to restore the original template.
We recommend using the default language unless your products or carrier require additional instructions.
Return reasons
The options customers see for why they're returning an item. Onward ships four defaults, and you can add, edit, reorder, and delete them.
Each reason supports sub-reasons, comment requirements, and photo evidence. Sub-reasons are where return data becomes genuinely useful — "not what I expected" tells you nothing you can act on; "too small" tells you to fix your size chart.
Randomize return reason order
Displays reasons in a random order each time, so the option you happen to list first doesn't get over-reported. Worth enabling if you use return reason data to make decisions.
Return eligibility
All items are returnable by default. Add Conditions to make specific items ineligible — final sale, hygiene-sensitive products, or entire collections. Ineligible items still appear in the portal with a note explaining why they are ineligible, rather than being hidden.
Return window
How many days after delivery a customer has to start a return. Items past the window show as ineligible. Use Exceptions for a longer holiday window or a shorter one on sale items.
Note: if we are not able to ascertain the delivery date due to incomplete tracking information, the return window falls back to the order date.
Handling / Restocking fee
A fee charged on returns, shown to the customer before they submit. Choose a percentage, a fixed amount per item, a fixed amount per return, or None. Whether the fee is deducted from the refund or charged separately is controlled by Deduct fees from resolution on the Setup tab.
Advanced Settings
Gift returns
Lets gift recipients return or exchange items they didn't buy. When enabled, a "Returning a gift?" link appears on the portal, and the recipient enters the order number plus their own email or postal code.
Resolution is limited to store credit or an exchange, and credit goes to the recipient rather than the purchaser.
Allow returns of Exchanges and Shop Now orders
Whether items received from an exchange or Shop Now order can themselves be returned. When enabled, they resolve as store credit only.
Allow returns of Replacement orders
Replacement orders are created when a package protection claim resolves with a reorder. This controls whether those items can be returned — again, as store credit only.
Allow Returns by Region
Click Manage Regions to select which countries and regions you accept returns from. By default, we enable the 50 U.S. states plus Washington D.C.
Customers in unselected regions can't submit a return through the portal at all.
In regions without a supported carrier, labels must be created manually even when your label provider is set to ShipSidekick.
A note on Exceptions
Most settings on this tab have an Exceptions panel beneath them, letting you override the default for returns matching rules you define. They're evaluated in priority order and the first match wins. See Using Exceptions in Returns Settings.