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Courier returns is an add-on, and needs Shopify connected and an account with a supported courier company. Contact us to add it, and to ask which courier companies are supported.

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Set it up (admins)

Open your initials → Returns and fill in:
  • your courier company and your account details with them,
  • the warehouses returns go back to (the first is the main one),
  • the message for the customer when a pickup is booked.
Admins can always book. To let a team member book too, switch on ↩️ Returns for them in Team.

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Book a return pickup

1

Open the order

In the chat, open Orders and find the shipped order.
2

Tap ↩️ Return

The form is filled in from Shopify: items, address, weight, and the warehouse it shipped from. Check it and book.
3

Send the customer the message

A message with the tracking link is ready in the reply box. Check it and send.
The inbox then follows the return and adds a note to the chat when the parcel is picked up, and again when it’s back at your warehouse, so you know when to refund or replace. You can cancel a return until it’s picked up.

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Send an order again (after RTO)

When a prepaid order comes back undelivered, 🔁 Ship again shows on its order card. It books the same parcel out again with your courier, without a second Shopify order, and gives you the label and tracking.

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Send a replacement

For a delivered order, 🔄 Send replacement books a replacement shipment. Adjust your stock in Shopify by hand.

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The Courier tab

The Courier tab in the Orders panel shows everything booked from the inbox in three lists: Returns, Replacements and Sent again, with each one’s latest status.