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      Return Guard

      Last Updated: February 5, 2025

      Return Guard is a return coverage model that enables customers to pay a small fee at the time of purchase in order to get free returns later, simplifying the return process and ensuring a seamless post-purchase experience. Return Guard reduces return costs and promotes a more transparent return policy.

      This integration is currently in closed beta and not yet available to all merchants.

      Return Guard in cart 1

      What is Return Guard?

      Return Guard enables customers to opt for return coverage when placing an order, ensuring they can return items without additional charges. This enables you to offer higher transparency, boost conversions, and reduce return costs.

      Capabilities

      • Customers can easily add return coverage in their cart or when placing an order for a fee.
      • Free return labels through ReturnGO.
      • Free access to ReturnGO’s return management system.
      • ReturnGO is the label provider for all return labels.
      • New revenue stream through a revenue share model on coverage fees.

      Requirements

      To set up Return Guard, you will need:

      • A Shopify store.
      • ReturnGO app extension enabled on your Shopify store.
      • Return methods using the Return Guard Shipping connection.
        • For existing ReturnGO users, ReturnGO will automatically duplicate and update your existing return methods to include coverage options.
      • Return policy rules that incorporate the coverage-enabled return methods.
        • For existing ReturnGO users, ReturnGO will automatically duplicate and update your existing return policy rules to use the new return methods with coverage.
      • Payment method to transfer the coverage fees collected from customers to ReturnGO.
        • Billing can alternatively be done through Shopify - however, if billed through Shopify, an additional 15% fee will be applied to cover Shopify charges.

      Limitations

      • Due to Shopify limitations, the coverage option won't be added to their cart by default and must be manually chosen by the customer in their cart.

      How Return Guard Works

      When customers choose Return Guard when placing an order, the system calculates the return coverage fee based on label costs and other relevant factors.

      A portion of the fees is retained by your store, allowing for revenue-sharing benefits, while the remainder is passed on to ReturnGO.

      With Return Guard enabled:

      1. Customers are offered the option to buy return coverage when placing an order.

      Coverage offer in cart

      From this point, there are two possible flows depending on whether the customer opts in for return coverage or not.

      If the Customer Purchases Coverage

      Customer buys coverage

      1. The fee is calculated and added to the total order value.
        Coverage in cart
      2. The fee collected from the customer is transferred to ReturnGO.
      3. If a return is initiated, the customer sees a note at the top of the portal stating that the return is free.
        Coverage in portal
      4. ReturnGO generates and pays for the return label.
      5. The customer receives the return label for free.

      Note: The default is completely free returns (no fees), but a return or restocking fee can be added if you so choose.

      If the Customer Doesn’t Purchase Coverage

      Customer does not buy coverage

      1. The customer does not pay for coverage.
      2. If a return is initiated, the customer selects a shipping and return method.
      3. The customer is charged for the return label.
        Return with fees
      4. The merchant pays the label cost to ReturnGO (as ReturnGO is the label provider).
      5. The customer receives the return label they paid for.

      Note: The fees depend on your return policy setup. By default, the label fee for uncovered returns is set based on the label cost. However, if you prefer, you can add a fixed amount in addition to the label cost. In any case, ReturnGO charges you only for the label cost, so you would retain the additional amount.

      Return Guard policy fee settings

      Configuring Return Guard

      To enable Return Guard:

      1. Go to the Shopify App extension page or click OPEN PAGE to redirect to Shopify.
        1. This will automatically enable the app extension.
      2. Add the Return Guard app block anywhere on your product pages layout to offer Return Guard.
        1. We recommend adding it below the ADD TO CART button.
      3. Click SAVE.

      Return Guard Shopify step

      How to Customize Return Guard Settings

      To customize Return Guard configurations:

      1. Go to Return Guard.
      2. Open the Settings section.
      3. Enable Offer Return Guard to Customers.
      4. Choose how return fees are handled for orders covered by Return Guard:
        • Waive all fees: All return fees are waived for covered returns.
        • Waive return label fee only: Only the return label fee is waived, while other return fees can still apply.

      Note: The coverage fee price is set automatically by ReturnGO.

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

      Coverage settings updated

      How to Customize Return Guard Content

      1. Go to Return Guard.
      2. Open the Content section.
      3. Set the Return Guard description, which is the text that will appear when offering the return coverage option to customers in your store.
      4. Add a portal title for covered returns. This appears in the return portal when a customer returns an order that is covered by Return Guard.
      5. Add a portal explanation for covered returns. This appears in the return portal when a customer returns an order that is covered by Return Guard.
      6. Click on the save icon to save your changes.
      Coverage settings Updated 2