Getting Started With ReturnZap

Welcome to ReturnZap! Easier customer returns are just a few clicks away. ReturnZap is full of powerful functionality to automate returns and exchanges, simplify return labels, customize you return policy, and save you time.

This guide will walk you through key features of ReturnZap and provide step by step instructions to get the most out of the tool.

Most importantly though - we pride ourselves on top notch customer support. Please reach out to us via email or chat with any questions.

In this Guide:

How Returns Work in ReturnZap

ReturnZap is a tool that facilitates customer returns to automate and streamline your end-to-end customer returns process. It's easy to set up, but provides advanced functionality.

Returns are created in ReturnZap in one of two ways:

  1. Through the customer facing returns portal that you link to or embed in your Shopify site. We'll talk about how to configure this later in the guide.
  2. By shop administrators, on behalf of customers. We won't cover this in this getting started guide.

Configure your Return Policies

Return policies can be configured in Settings > Policy

You can configure returns for refund, exchange, or store credit using ReturnZap. Key steps to configure include:

  • Choose whether to enable or disable a specific return method using the check boxes
  • Define a return period of each return method. This can be based on days since order or days since delivery, if tracking information exists on the order in Shopify.
  • Configure behavior for customer comments within the returns portal - they can be set as required, optional, or disabled.
  • If applicable, set a restocking fee to apply to refunds and/or store credit issued through ReturnZap

Depending on your subscription plan and your preferences, returns can be resolved either directly within ReturnZap or manually in Shopify:

Integrated Manual
Refunds Refunds can be issued directly within ReturnZap, with the option to restock Refunds are issued by navigating to the order page and processing from there
Store Credit Store credit can be issued directly within ReturnZap, using either a gift card or a discount code. Returns can also be restocked. Credit is issued by creating a custom gift card or discount code and manually sending to the customer.
Exchanges Exchange orders can be created automatically in the returns portal, with the option to complete the exchange directly in the app Exchange orders are created outside of ReturnZap

Define Return Reasons

Return reasons can be configured in Settings > Policy, at the bottom of the page

When you first install ReturnZap, we will configure a few default return reasons for you:

  1. Damaged or Defective
  2. Did Not Like
  3. Other
  4. Wrong Item
  5. Wrong Size

These reasons can be renamed and re-ordered by using the available drag and drop functionality. They can also be deleted by using the checkbox for "Archive" and saving the page.

You can add additional return reasons by clicking the button Add new return reason and by saving the page.

You have the option to configure image upload requirements for each return reasons. Image upload can be disabled, made optional, or required for each reason. Customers will be prompted to upload images if the corresponding return reason is selected in the returns portal.

If you operate in multiple languages, you can also translate return reasons by using the available Translations tab.

Choose Return Shipping Methods

Return shipping methods can be configured in Settings > Shipping

ReturnZap allows you to offer up to 3 different methods of return shipping for your customers:

  1. Self-shipping
  2. Pay for shipping label
  3. Prepaid shipping label

These methods can be globally enabled or disabled. They can also be conditionally enabled using rules - for example, if your policy is to only offer prepaid labels to domestic customers, or to customers requesting an exchange instead of a refund.

Read more about how each return shipping method works in our guide to shipping methods.

Set Up Logistics and Return Shipping Carriers

Logistics integrations can be configured in Settings > Integrations

If you want to offer prepaid shipping labels to your customers through ReturnZap, you must set up one or more logistics integrations.

ReturnZap does not integrate directly with shipping carriers or provide our own shipping labels. Rather, carrier accounts are connected to ReturnZap through the use of our partner shipping integrators.

These integrators offer both free and paid plans. They allow you to use your own existing account but can also provide turn-key shipping accounts with negotiated rates.

The best integrator for you will depend on your geographic location and the mix of shipping carriers you wish to use.

Integration Geography Pricing Details
Easypost US, Canada, UK, Australia, some European carriers Free for less than 10,000 returns per month, Easypost offers turnkey shipping accounts with USPS, FedEx, UPS, and Canada Post. You can also connect your own accounts for dozens of carriers at no cost.
Sendcloud UK, Europe

Free and Paid plans available.

Paid plan required if >40 shipment per month and to connect your own accounts.

Easypost offers turnkey shipping accounts with many carriers in the UK and Europe. On paid plans, you can also connect your own accounts for dozens of carriers.
Shippo US, Canada, UK, Australia, some European carriers

Free and Paid plans available.

Paid plan allows you to connect your own accounts and pay lower fees per label,

Shippo offers turnkey shipping accounts with USPS, FedEx, UPS, Canada Post, Evri, Sendle, and others. On paid plans you can also connect your own accounts for dozens of carriers.

Once connected, you can also use this logistics integration to offer paid labels to your customers by connecting a Stripe account. Read more about how paid labels work here.

Unsure about which integration option is best for you? Contact us at or via chat - we are happy to provide guidance.

Configure Customer Notifications

Customer email notifications can be configured in Settings > Notifications

Customers are informed about the status of their return through email. Email notifications in ReturnZap work together with a concept we call workflow stages.

Each return stage corresponds to an email notification which can be enabled and customized in Settings > Notifications.

Some workflow stages are created automatically by ReturnZap. For example, the statuses for Pending Approval and Received. Additional custom workflow stages can be configured in settings to track returns and account for your unique returns workflow.

Email notifications can be customized using the in-browser editor. They can also accept HTML code if you have an existing email template you wish to use.

Notifications can be translated into any language ReturnZap supports using the Translation tab.

Configuring the portal confirmation message

In the notifications settings page, you will also find an option to customize the portal Confirmation Message. This message displays to customers once a return is submitted through the returns portal.

It supports the same translation logic and embedded variables as the email-based ReturnZap notifications.

Set Up the Returns Portal

The ReturnZap portal can be configured in Settings > Portal

There are two ways you can embed the ReturnZap customer returns portal into your shop:

  1. Using the standalone portal via link
  2. Embedding the portal into an existing page on your Shopify site

Read our full guide walking through portal set up options.

Under either method, the portal can be customized to match your brand look and feel. In ReturnZap settings, you can change the portal colors, font, size, and more to match your brand look and feel. Changes will immediately be reflected in the returns portal once you save the page.

Using the Portal Test Mode

The ReturnZap customer returns portal has a built in test mode which allows shop admins to test a return using any real order. This can be very useful when first configuring ReturnZap.

Uses for Test Mode include:

  • Confirming portal branding and layout
  • Testing the impact of different rules and returns policies
  • Confirming that shipping integrations have been successfully configured

Test mode allows you to test your returns process using a real order by creaking a "fake" return. There are a few key things to know about test mode:

  1. In test mode, the return will not be synced to the Shopify order page.
  2. Actions such as restocking, refunding, and issuing store credit will be disabled.
  3. The customer will not receive any notification that their order has been used for testing purposes. They will still be able to submit returns like normal, even if their order has been used to test.
  4. Any return shipping labels will immediately be cancelled/voided to avoid incurring any cost

Read more about Test Mode here.

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