Return Portal (Edge)

Edge is ReturnGO’s ultimate return portal, providing a visually rich, responsive return experience designed with a modern aesthetic for use across all devices.

Requirements

• Any ReturnGO plan

Capabilities

• All standard return portal capabilities
• Displays eligible resolutions based on return reasons
• Grouping multiple instances of the same item
• Manual exchanges
• Prompt shoppers to rate their return experience
• RTL languages
• Shop Now exchanges
• Tracking portal 

Limitations

The following features are not yet supported:

• Buy X Get Y (BxGy)
• Display SKU for product items
• Order & RMAs tabs
• Display descriptions for item actions

Customizing the Portal

Learn more about portal customization here.

Edge Portal Texts Translations

 

Customer Portal Flow

The Edge portal is designed to provide a smooth and intuitive return experience for your customers, guiding them step-by-step through the return process.

Shopper Rating

At the end of the return flow, customers are prompted to rate their return experience on a scale of 1–5 stars. Ratings are sent to Mixpanel with filters by return type, score, and store.

This rating step is available on both desktop and mobile, enabling you to gather valuable feedback and gain insights into the customer experience.

You can see the average Net Promoter Score (NPS) and the total number of times feedback has been submitted directly in the Returns Analytics page of the dashboard.

Return Requests for Unfulfilled Orders

The Edge portal supports returns only after an order has shipped. If a customer tries to initiate a return before the order is fulfilled, the portal displays a message: "You can't request a return until your order has shipped."

Resolution Behavior

Since customers select their return reason before selecting the resolution, the Edge portal displays only the resolutions that are eligible for the selected return reason, as configured in your policy rules. This ensures that customers are only offered relevant options.

When customers choose to exchange an item, the exchange selector displays only options that are currently in stock, hiding or disabling out-of-stock variants. This prevents failed exchanges and ensures customers can only select valid replacements.

Multiple Policies Using the Same Refund and Return Method

When multiple return policies are eligible for the same item and share the same refund method type (for example, refund to original payment method, store credit, or gift card) and the same return method, the Edge portal does not display each policy separately.

Instead, the Edge portal groups these policies into a single option and automatically selects the most beneficial offer for the customer, based on the calculated refund value.

• If one policy results in a higher refund amount than another, only the higher-value option is presented.
• If multiple eligible policies result in the same refund value, the Edge portal presents a single option, and the selected policy may vary.

Advanced Embedding Options

Instead of using ReturnGO’s built-in portal setup, you can embed your Edge portal into a custom page on your website. It’s important to note that the portal occupies the entire page, so to embed it on a custom page, you must ensure that the page has no other content, including a header or footer.

Embedding the Portal in a Custom Page

To embed the Edge return portal into a custom page, you need to create a new page template in your store theme using the theme editor. 

The script and <div> must be added directly into this new template. Be sure to include the { % layout none % } flag in the template to:

• Load the correct Edge portal script
• Ensure the portal displays in full-page mode without a header or footer

This ensures the portal loads correctly in full-page mode without interference from other scripts or layout elements.

To embed the return portal in a custom page, simply add this line to your theme in the place where you want the portal to appear:

<div id="ReturnGOPortalEmbedding"></div> 

For Shopify Liquid stores, add the following line to the page to ensure the page has no other content, including a header or footer.

 {% layout none %} 

Embedding the Portal in an HTML Page

To embed your portal into an HTML page:

1. Add these lines to the page HEAD section of your new page:

<script src="https://portal.returngo.ai/portal.js" defer="defer"></script>

<script type="application/javascript">

    window.ReturnGO = {

        shop: 'shopname.myshopify.com', //Your shop URL

    };

</script>

To find your shop URL, click on the "copy" icon next to your store name at the top of the ReturnGO dashboard. This will copy your shop URL (which is not visible) to your clipboard.

2. Add this line to the page BODY section where you want the portal to appear:

<div id="ReturnGOPortalEmbedding"></div> 

Embedding the Portal in a SPA (Single Page Application)

For single-page applications, you can follow the previous steps for embedding the portal in an HTML page with one additional step:

• Add this line before the js script is added:

window.returnGoCanBeRun = true;

For example, in a React app, the portal component might look like this:

export default function ReturnPortal() {

  useEffect(() => {


    const script = document.createElement('script');

    script.src =

      'https://portal.returngo.ai/portal.js';

    script.async = true;

    window.returnGoCanBeRun = true;

    document.body.appendChild(script);

    window.ReturnGO = {

        shop: 'shopname.myshopify.com', //Your shop URL

    };


    return () => {

      document.body.removeChild(script);

    };

  }, []);


 return (

    <div

      id="ReturnGOPortalEmbedding"

      style=

    ></div>

  );

}

Embedding a Second Portal

Some stores have multiple portals, such as a return portal and a warranty portal. For these stores, we support specifying the portal directly, allowing the hosting of the portal on any web page. This enables more flexibility in managing multiple portals.

When using a custom portal page, you need to provide a shop variable to specify the store. If you have multiple portals, you need to specify the portal as well. 

To specify that you are referring to the non-main portal, use the shopname@portalname format in the shop: variable when embedding the portal, instead of just the shop name.

Example: shopname.myshopify.com@Warranty_Portal

Where shopname.myshopify.com is the store URL and Warranty_Portal is the portal name.

Here’s an example of embedding a second portal:

<script

src="https://portal.returngo.ai/portal.js"

defer="defer"></script>

<script type="application/javascript">

    window.ReturnGO = {

        shop: 'shopname.myshopify.com@Warranty_Portal', //Your shop URL and portal name

    };


</script>

Platform-Specific Implementation

Follow your platform implementation guide, and replace any ReturnGO portal scripts with https://portal.returngo.ai/portal.js.

Edge Portal FAQs

Is there a way to remove the “Replacement” option on the Edge portal?

No. The Replace option is part of the variant exchange functionality. If you offer variant exchanges, the Replacement option is automatically included and cannot be disabled independently. However, you can customize the text displayed for this option on the portal.

Can I disable the Shop Now feature for product exchanges on the Edge portal?

No, because product exchanges on the Edge portal always use the Shop Now flow. 

Why is the exchange credit widget not appearing during a product exchange?

The exchange credit widget appears only when Shop Now is enabled. Ensure it is enabled for the widget to display.