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Launch your customer portal
Launch your customer portal

A quick tutorial on launching your Rich Returns customer-facing portal.

Andrej Janev avatar
Written by Andrej Janev
Updated over a week ago

To launch a Customer Return Portal that meets your specific needs, it's important to configure the user experience (UX) and the user interface (UI). This guide will introduce you to the General Settings within the Return Settings section, focusing on optimizing your portal's UX for an enhanced customer journey.

You can find all the following settings by entering the Rich Returns dashboard, looking at the menu on the right-hand side, and going to Return settings > General.

1. Return reasons

  • Enter reasons: Input a comprehensive list of return reasons for your customers to choose from, or just copy/paste common reasons. You can now add translations for each reason, making your portal more accessible to a wider audience.

  • Shuffle return Reasons: Activate this feature to randomly present return reasons for each item, helping prevent bias in customers' selections.

2. Customize customer journey

Enhance your interaction with customers by:

  • Customer notes: Make the customer notes section mandatory or optional for more detailed feedback. You can also change the title of the Customer Notes.

  • Custom queries: Add tailored questions, checkboxes, or radio buttons to collect specific information.

3. Product eligibility and Timeframes

  • Excluded product tags: Add tags to specify which products are not eligible for return.

  • Return timeframe: Set the number of days customers have to initiate a return after receiving their order.

4. Automated processes and Notifications

  • Automatically accept returns: Select this option to automatically approve returns. If set up, this will trigger an "Approved" email notification to the customer.

  • Enable auto refund: Facilitate automatic refunds upon return approval. Customize the status at which refunds are automatically initiated.

You can also inform the customer of their return status by enabling Send a notification to the customer.

  • Attach a note to the order: Have an internal note so your staff knows this is a return order.

5. Discount

  • Enable feature discount code: By checking this box, you’ll be able to issue discount codes from your Rich Returns dashboard, inside the Manage section of your return.

6. Communication tools

  • Enable HTML email template: Opt for HTML email templates for more sophisticated email communications.

  • Enable ResolutionHub: Manage and update the resolution of returns for products directly, applicable only for pending returns.

7. Return options

Determine which resolution options are best suited for your business, for example:

  • Refund to store credit

  • Refund to the original payment method

  • Exchange to a different variant

  • Advanced Exchange

  • Store-Wide Exchange

You can add your custom Return options as well.

8. Return methods

Choose from available return methods, including in-store returns and customer-responsible shipping.

Note: Automated return labels are optional but can be easily integrated with supported carriers. To learn more, check out How to set up automated return labels?.

9. Photo uploads and Fees

  • Customer photo uploads: Allow customers to upload photos with their return requests for a more informed review process.

  • Fees: Implement any fees associated with returns, which will be deducted from the customer's refund. Direct charges during the return process are not supported.

To know more about Fees, check this article: Can customers pay for their own label?

10. Allow for Unpaid and Unfulfilled orders

Configure settings for special conditions such as unpaid/unfulfilled orders or facilitating returns under a lifetime warranty. Only adjust these settings if you're familiar with their implications. Usually, you don't need to make any changes here.

11. Setting Return Addresses

  • Return address: Input the main return address that customers will use.

  • Store addresses: You can add and select multiple store addresses for returns, which is useful if you have more than one return location.

🎬🎬🎬Check out this video to have a visual guide:

These are the basic settings to customize the customer experience on your return portal. To bring on your brand identity and change the interface, take a look at the following article:

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