Green Returns (No Shipping Required)

What is a Green Return?

A Green Return is a return for which no return shipping is required. The customer is instructed to keep the item. The seller will typically then process the refund, exchange, or store credit immediately.

There are several reasons why a Shopify merchant may choose to offer a Green Return:

• Cost of return shipping
• Item is damaged or otherwise non-saleable
• Customer is located in a country where no return shipping options exist
• Specific vendor or supplier requirements

Configuring Green Returns

In order to use Green Returns in ReturnZap, you must first enable the option in Settings > Shipping > Green Returns

Using Green Returns in ReturnZap can then be done in one of two ways:

1 - Via Rules

Once the setting for Green Returns is enabled, you can create ReturnZap rules to define conditions when return shipping is not required. These can be configured in Settings > Rules.

Rules can be created using any number of attributes, with the specific action "Do Not Require Return Shipping"

2 - When manually reviewing and approving a return

Green Returns can also be set manually on return approval. If your returns workflow is configured to require manual review and approval of each return request, you will see a checkbox to bypass return shipping when approving a return.

When the "do not require return shipping" box is checked on approval, the return will be created as a Green Return and no shipping will be required.

Note: ReturnZap will not automatically send an email to the customer on approval of a green return alerting them that no return shipping is required. We recommend that you create a custom workflow stage and an associated notification and trigger this notification manually when you approve the return.

What the customer sees

Customers do not see the option for a Green Return prior to submitting a return through the ReturnZap portal. This is done to reduce returns fraud.

Instead, customers will proceed to submit their return as normal. They will see that they are eligible for a Green Return only after submitting their return.

When a Green Return is triggered automatically by a rule, the customer will see a message directly in the returns portal:

Processing Green Returns

Green Returns are easy to identify on the ReturnZap Returns page. They appear in green, with a Green Return icon next to them:

Clicking into the return to process it will also display a Green Returns badge and a shipping "Not Required" message:

A Green Return can be processed as normal through the ReturnZap admin, with the option to issue refunds, store credit, or complete exchanges.