Set up returns & exchanges

Write your policy once, and let customers file returns over WhatsApp or a link you share.

1. 1

   Open Automations → Returns & Exchange

   This is the setup screen — your policy and your returns page. The actual requests that come in are Tickets, not here.

2. 2

   Let AI draft the policy

   Paste your existing returns policy — from your store page or a document — and it fills the fields for you. Review every field afterwards; you're the one who owns the policy.

3. 3

   Set the rules

   Refund and exchange windows in days, which outcomes you allow, who pays return shipping, whether photos are required (never / damaged only / always), and any non-returnable product tags.

4. 4

   Guard against abuse

   Cap how many returns one customer can file in a period. Requests past the cap still reach you — they're flagged, not silently refused.

5. 5

   Share your returns page

   Turn on «Enable the returns page» and you get a public link — the customer opens it, finds their order and files a return or exchange right there. Every request lands as a ticket in your inbox. Put the link in your store footer and order emails.

6. 6

   Handle the request

   Open the ticket to see the order, the reason, the photos and what your policy allows, then approve or decline. The customer is notified at each stage.