Skip to content
English
Customer portal
Go to returngo.ai
  • There are no suggestions because the search field is empty.

Gift Returns

Last Updated: June 14, 2026

The gift returns feature enables both gifters and gift recipients to make return requests through the store’s return portal.

Gift return portal

Requirements

  • The Gift Returns feature is available for Premium, Pro, and Enterprise plans. 
  • This feature can be configured for refund by store credit and refund by new gift card policy rules. 

Limitations

Currently, gift returns have the following limitations:

  • Only store credit and gift card resolutions are supported for gift returns.

How It Works

Although many eCommerce platforms have plug-in features that support marking items or products as gifts, ReturnGO’s gift returns feature is very much like a regular return, as it is still based on the actual order ID and the gifter’s email. 

When a gift recipient initiates a return request in the return portal, an RMA is created as with any other return request. Each return request has its unique RMA number. 

RMAs submitted by customers using the gift returns flow will have a gift icon to the left of the RMA number in your ReturnGO dashboard.

Gift Returns1

How to Configure Gift Returns

To configure gift returns:

  1. Go to Settings > General.
  2. Open the General Returns section.
    Configure Gift Returns-1
  3. Enable the Allow Gift Returns toggle.
  4. Click on the save icon to save your changes.Gift Returns 2

Note: Make sure all relevant policy rules are configured to be eligible for gifts.

Configuring Gift Returns Per Policy Rule

To configure gift returns in relevant policy rules:

  1. Go to Settings > Return Policy. 
  2. In the Return section, look for the policy rules with Refund by new gift card or Refund by Store Credits as their resolution, as these are the only resolutions configurable with the Gift Returns feature. 
  3. Click the pencil icon of the policy rule to configure it, or create a new one.
    Refund by new gift card
  4. Open the Eligibility section.
  5. Select an option from the Apply this policy rule on drop-down.

    Orders and gifts - Select this option to apply all conditions on this resolution to both gifts and orders. 
    Orders only -  Select this option to not apply the conditions on this resolution to gifts.
    Gifts only - Select this option to apply all conditions on this resolution to gifts only.
  6. Click on the save icon to save your changes.

    Apply this policy rule on

How to Return a Gift

Gifts can be returned either by the gifter or the gift recipient through the store’s return portal. To return a gift: 

  1. Go to the store’s return portal. 
  2. On the returns portal, click CONTINUE HERE.Portal gift
  3. Enter the gifter’s email/zip/phone.
  4. Enter the order number. 
  5. Enter the recipient’s full name and email address.
  6. Click LOCATE MY GIFT.
    Returning a gift flow

Tip: If the gift recipient is returning the item, they should request this information from the gifter. 

Continue to go through the return process as any other return request.

Tip: When confirming the request, there's an option to update the contact details if necessary. This prompts ReturnGO to create a customer record for the gift recipient in the store.

If the selected policy is to issue a pre-paid label, provide the gift recipient’s shipping address.

Once the portal flow is completed, ReturnGO will generate an RMA as usual and send all email notifications to the gift recipient: 

  • Return request submission email
  • Approval email
  • Shipment received email
  • Store credit refund email
  • New gift card refund email

Customizing Gift Returns Portal Text

You can customize the text that appears in the return portal during the gift returns flow by editing the translations CSV file.

Note: Editing gift portal texts directly from the dashboard is currently not supported. All gift portal texts must be updated via the CSV file.

Updating Gift Portal Text for an Existing Language

To edit the gift-related texts for a language that is already enabled in your portal:

  1. Go to Settings > Languages.

  2. Click DOWNLOAD FILE to download the CSV file containing your current texts.

  3. Open the CSV file in any spreadsheet software (e.g., Excel or Google Sheets).

  4. Search for the gift-related text you want to update and make your changes.

  5. Save the file in CSV format.

  6. Click UPLOAD FILE to import the updated file.

Note: Changes to the text may take up to 24 hours to apply.

Adding a New Language With Customized Gift Portal Text

ReturnGO provides default translations for most languages. If you want to add a new language and customize its gift portal texts:

  1. Go to Settings > Languages.

  2. Click ADD LANGUAGE and select the language you want to add.

  3. Click DOWNLOAD FILE to download the CSV file for that language.

  4. Open the CSV file and update the gift-related texts as needed.

  5. Save the file in CSV format.

  6. Click UPLOAD FILE to import the updated file.

  7. Toggle the language to enable it.

  8. Click on the save icon to save your changes.