Can a customer get a refund for Return Guard if they don’t return the item? Can they use it for another item or order?
No, Return Guard fees aren’t refundable and can’t be transferred to another item or order. It works like insurance—customers pay a small fee at checkout for the option to return their item for free. If they don’t use it, the fee is not refunded.
Can a shopper add Return Guard after placing an order?
No, Return Guard must be selected when placing the order. If they don’t add it when placing the order, they will have to pay return fees if they decide to return an item later.
Can Return Guard be offered only for orders above a certain amount?
ReturnGO does not currently support restricting Return Guard based on the order total.
Does Return Guard apply to all return methods and resolutions?
Yes. When the customer pays the Return Guard fee at checkout, the first return for that order is free, regardless of the return method or resolution. This includes refunds, exchanges, pre-paid label shipments, no shipment required, and any other supported return scenarios.
Does Return Guard apply to gift returns, in cases where the original buyer is not the one requesting the return?
Yes, Return Guard applies to gift returns, as it is linked to the order. The return is covered regardless of whether the original buyer or the gift recipient initiates the return.
How much does Return Guard cost per month?
The Return Guard plan is completely free. The only thing you get charged for is uncovered labels and coverage fees that you collected from customers.
What's the difference between Ship by Return Guard and Ship by ReturnGO?
Ship by ReturnGO is ReturnGO's built-in return shipping solution for regular subscription plans, while Ship by Return Guard is a label mechanism specifically for Return Guard. While both use the same backend technology, they have different purposes and billing structures.
How is the Return Guard coverage fee calculated?
The Return Guard price is set by ReturnGO and cannot be customized. It is currently set at a flat rate of $1.97. This amount is subject to change at ReturnGO's discretion.
Can I use any shipping carrier for returns with Return Guard?
You must use Ship by Return Guard labels for Return Guard.
Is Return Guard treated as a product in Shopify?
Yes. Return Guard is added to the customer’s cart as a product in your Shopify store. It appears as a line item during checkout, and the cost is processed just like any other product. Since it’s treated as a product, you can apply Shopify settings to it, such as restricting access to specific markets.
Can I use the free plan without offering Return Guard on my store?
To use ReturnGO’s free Return Guard plan, Return Guard must be offered on your store. If you want to use ReturnGO without Return Guard, you’ll need to switch to a paid plan.
Is there a limit to the number of returns with the Return Guard plan?
The Return Guard plan includes unlimited returns. If you notice a number like 900,000 on your plan, don’t worry - it does not impose any restriction on the number of returns you can process.