Return Policy FAQ

These FAQs cover some common questions on how to customize your return policy rules with ReturnGO, ensuring your returns process fits your store’s needs.

Learn more about policy rules and eligibility conditions.

How can I change the return location of certain products?

To change the return location for specific products, you’ll need to create a return method with the desired return address and then add that return method to the relevant policy rule with eligibility conditions that make it apply to specific products.

To configure a return method with the relevant return location:

1. Go to Settings > Return Methods.
2. Click EXPAND ALL to view all existing return methods.
3. Click ADD RETURN METHOD.

4. Configure the Details section as relevant.

5. Open the Return Address and Restocking Location section.
6. Set the return location.
7. Click on the save icon to save your changes.

To add the configured return method to a specific policy rule:

1. Go to Settings > Return Policy.
2. Click EXPAND ALL to see all existing policy rules.
3. Click the pencil icon to the right of a policy rule to configure it, or add a new one.

4. Select the return method you just configured.

5. Open the Eligibility section.

6. Toggle Items.

7. Set the limitations of the products that you want to go to the return location you configured.

8. Click the check icon.

9. Toggle the Activate Policy Rule switch to enable the rule.

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

How can I make orders tagged with a specific tag not eligible for return?

To make certain orders ineligible for return based on a specific tag, you can adjust your policy rules to exclude these tagged orders. 

To make orders tagged with a specific tag not eligible for return:

1. Go to Settings > Return Policy.
2. Click EXPAND ALL to view all existing policy rules.
3. Click the pencil icon to the right of a policy rule to configure it.

4. Open the Eligibility section.

5. Toggle Orders.

6. Select Not Eligible.

7. Click the pencil icon to edit the eligibility condition.

8. Select are tagged with.

9. Select all of these tags.

10. Type the tags, separated by commas.

11. Click the check icon.

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

How can I offer different return methods or shipping carriers for different customer locations?

To offer different return methods or shipping carriers for different customer locations, create a policy rule for each location, with a different return method for each policy rule.

To configure different return methods or shipping carriers based on customer location:

1. Go to Settings > Return Policy.
2. Click on ADD RULE to create a new policy rule.

3. Open the Details section.

4. Set resolution.

5. Choose the return method.

6. Open the Eligibility section to set conditions for the policy.

7. Toggle Customers.

8. Set Eligibility.

9. Select their address.

10. Select the address from which the customer should be to offer a different return method or shipping carrier.

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

How can I limit resolutions for sale products?

To limit return resolutions for sale products, create a policy rule for each resolution, with eligibility conditions applicable to items tagged with your sale tags.

To limit return resolutions for sale products:

1. Go to Settings > Return Policy.
2. Click ADD RULE.

3. Open the Details section.

4. Select the Resolution you want to limit for sale products.

5. Select the Return Method.

6. Open the Eligibility section.

7. Toggle Items.
8. Set the eligibility to Not eligible.

9. Set the item eligibility to be based on are tagged with or were tagged at the time of purchase with.

10. Select one or more of these tags.

11. Type the sale tags, separated by commas.

12. Click the check mark.

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

Can I set different resolutions for specific return reasons?

Yes, you can set different resolutions based on specific return reasons. To set different resolutions for specific return reasons, you'll need to create separate policy rules for each resolution, with eligibility conditions for items with return reasons that apply to that particular resolution.

To configure different resolutions for specific reasons:

1. Go to Settings > Return Policy.
2. Open the Return or Exchange section.
3. Click the pencil icon next to a policy rule you want to edit or click ADD RULE.

4. Set the resolution you want to apply.

5. Open the Eligibility section.

6. Toggle Items.

7. Set the eligibility to Eligible.

8. Select the eligibility condition to be based on their return reason is.

9. Set the specific reason you want to be eligible for this resolution.

10. Click the check mark.

11. Click ADD NEW CONDITION if you want to add another return reason that will be eligible for this resolution.

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

Can I set a flexible restocking fee based on the value of the RMA?

Yes, you can set a flexible restocking fee based on the value of the RMA. You can charge a fee for each RMA, which can be a percentage of the item's paid price. 

To configure how to set a flexible restocking fee based on the value of the RMA:

1. Go to Settings > Return Policy.
2. Click EXPAND ALL to view all existing policy rules.
3. Click the pencil icon to the right of a policy rule to configure it.

4. Open the Additional Payments section.

5. Under Fees, select Charge additional fees for this policy rule.

6. Under Restocking Fee (per item), select Charge Fee.

7. Select Percentage of item's paid price.

8. Add the percentage value.

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

Can I offer free return shipping for certain products or customer locations and charge for others?

Yes, you can offer free return shipping for certain products or customer locations.

To do this, create different policy rules for free shipping and for paid return shipping. Then set eligibility conditions for products or customer locations to determine which qualify for free shipping and which qualify for paid shipping.

To configure free return shipping on specific products or customer locations:

1. Go to Settings > Return Policy.
2. Click ADD RULE.

3. Configure the Details section.

4. Select the relevant Resolution.

5. Select the relevant Return Method.

6. Open the Eligibility section.

7. Toggle Customer to set eligibility conditions based on customer location.

8. Select eligible.

9. Select their address is.

10. Set the location/s where customers will be eligible for free return shipping.

11. Click the check icon.

12. Toggle Items to set eligibility conditions based on specific products.

13. Select eligible.

14. Select the relevant item conditions you want to offer free return shipping for.

15. Click the check icon.

16. Open the Additional Payments section.

17. Select Do not charge additional fees for this policy rule.

18. Select how you want it to display the free indication.

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

This will offer free shipping for certain items and for customers with certain addresses.

Then create another policy rule that’s set up the same except with different location or different item eligibility, and add a shipping label fee or return fee.

Ensure the free shipping and paid shipping policy rules are mutually exclusive. That way, customers who qualify for free returns will automatically get it, while those who don't will be charged. By making the rules exclusive of each other, you prevent customers from being offered both options in the return portal.