ReturnZap Release Updates 2025

December 30 2025

Return page now shows which rules applied

The return detail page will now show which rules applied to a return when it was created.

December 17 2025

New layout options for customer returns portal

The customer returns portal now allows for a custom logo and a custom cover image.

Logos and cover images can be configured in ReturnZap Settings > Portal > Modify Portal > Order lookup section

New rule condition: Is Admin Return

ReturnZap rules now support a new condition based on whether a return has been created by a shop admin.

This rule condition allows for custom flows, such as bypassing the requirement to manually review and approve a return when a return is created by a shop admin using the "Create Return" flow.

Exchange inventory improvements to support Shopify Markets

ReturnZap has improved logic related to available inventory checks for exchanges.

For shops selling via Shopify Markets using location specific inventory ReturnZap can now limit available inventory only to the fulfillment location relevant for the Market. This will prevent situations where customers see items which are in stock only in other markets.

For more information and to enable these new features please contact ReturnZap supprt

December 08 2025

Improvements to exchange flow when prices change

We've released several enhancements for exchanges to address situations when prices change after a customer places an order but before they return it.

ReturnZap will now "normalize" pricing when relevant, so customers will not see unexpected balances owed or refunds due.

Various backend enhancements

We've made numerous enhancements to the stability and usability of the ReturnZap platform

November 17 2025

Gift return flow now available

Customers can now initiate gift returns via the ReturnZap portal. This allows for someone other than the original purchaser to initiate a return for exchange or store credit.

Learn more about gift returns here.

Require delivery before return

You can now require that an order be marked as Delivered in Shopify before a return can be initiated. This can be configured in ReturnZap Settings > Policies, and is visible when the return policy is set to use Days after Delivery.

If set, the customer will not be able to initiate a return via the returns portal unless a delivery event is synced to the Shopify order.  

Note that not all shipping carriers sync tracking events to Shopify, so please confirm that delivery events are present on your Shopify orders before enabling this feature otherwise customers will not be able to initiate returns.

November 14 2025

Min/Max file uploads can now be specified

You can now specificy a minimum or maximum number of file uploads required in the customer return portal

Webhook authentication options added

Webhooks sent by ReturnZap can now be authenticated in one of two ways:

1. Basic auth using a username/password
2. Webhook secret

Contact ReturnZap support for configuration options

November 10 2025

General performance improvements

We're made numerous improvements to the overall speed and stability of the ReturnZap platform. Enhancements include:

• Faster load times for exchange products in the returns portal
• Improvements to return status updates based on carrier tracking events
• General security and stability improvements

October 27 2025

User roles and Permissions now available

You can now assign roles and permissions within ReturnZap to limit actions specific staff members can take.

Roles include:

• Admin
• Manage users
• Modify account settings
• Process returns (restock, refund, exchange, etc)
• View returns

Learn more about roles and permissions here: https://help.returnzap.com/article/90-controlling-access-with-users-and-permissions

Modify portal text directly from ReturnZap settings

Text strings in the returns portal can now be viewed and edited directly from ReturnZap settings. Previously, changing portal wording required contacting ReturnZap support.

This new feature will allow you to quickly and easily update text and modify the portal to fit your brand voice.

To edit portal text, go to ReturnZap Settings > Portal > Modify Wording.

October 20 2025

Shipping by ReturnZap now available!

You can now purchase return shipping labels directly through ReturnZap, using our discounted rates.

Shipping by ReturnZap eliminates the need to connect an existing courier account or to sign up with a third party shipping integration platform.

Shipping by ReturnZap is available when you enable the prepaid return shipping method in Settings > Shipping:

Learn more about Shipping by ReturnZap here.

October 01 2025

Reason can now be specified when rejecting a return request

Shops can now specify an optional rejection reason when a return request is not approved.

This rejection reason can be embedded into email notifications using the new dynamic variable [[rejection_reason]].

Store credit gift cards now allow for a custom prefix

ReturnZap can now add a custom prefix to gift cards which are issued for store credit.

Contact ReturnZap support to configure.

New rule condition: Order - Remaining value after returns

We've added a new condition which allows you to create rules based on the total remaining order value after all returns.

This includes the impact of all prior returns for the order as well as the current "in progress" return.

Exchange orders now support custom shipping line titles

ReturnZap can now define a custom shipping line title when creating exchange shipment orders.

This is often required for WMS or 3PL fulfillment processes. Contact ReturnZap support to enable and configure.

September 24 2025

Refund and store credit values are now displayed on return timeline

The timeline in the ReturnZap refund page will now display the value for refunds and store credits which are resolved through Returnzap.

New rule condition: Order - Number of returns

Return rules can now be created based on the total number of returns which already exist for an order.

This condition can be used to implement policies such as:

• Free shipping for the 1st return for each order, after which a fee applies
• Allowing only a single return per order
• Requiring manual review and approval for anything after the 1st return for an order

September 16 2025

Only send staff email notification when return requires approval

The internal staff email notification can now be configured to only send if a return requires manual review and approval

September 10 2025

Display multiple shipping options in the returns portal

You can now display multiple shipping options within the returns portal and allow the customer to choose their preferred method.

Previously, ReturnZap automatically compared shipping rates and always selected the cheapest option. The customer did not have a choice.

Once enabled, customers will be able to select from one or more enabled shipping services:

If you charge for shipping, shipping cost can be displayed dynamically for each shipping method, or a flat rate fee can apply. An icon is displayed for any shipping method which allows for a QR code to be generated.

Learn more about this new feature at the link below:

https://help.returnzap.com/article/86-allowing-customers-to-choose-between-multiple-shipping-methods

August 29 2025

Store credit incentive amounts can now be set by rule

We've added more flexibility to the bonus store credit logic. Bonus credit can now be controlled by ReturnZap rules, allowing for overrides and custom logic.

Examples of what is now possible:

• Override bonus credit to 0% for a subset of your customers, for example those with high return rates
• Increase the bonus credit for first time customers
• Offer different bonus credit amounts for customers in different countries

Return status page can now be accessed via link

The return status page can now be accessed by customers via direct link. This link can be embedded into email notifications using the new variable [[return_status_page_link]]:

August 17 2025

Redesigned return submission page

We've redesigned the return submission page, which now contains additional information and possible customer actions.

Additions include:

• Financial summary, including expected refund or additional amount due
• Replacement item details
• Exchange shipping address details
• Ongoing access to return status, with real time updates
• Ability to generate shipping QR codes hours/days after creating a return

Stay tuned for additional enhancements to this page, coming soon.

August 01 2025

Improved portal browsing for exchange items

We've made improvements to the returns portal when customers are browsing the shop catalog for a replacement item.

The side to side arrows have now been replaced with a "Show more" button and vertical scroll, and the option to search for additional products is now more apparent.

Webhook payload now includes return destination details

The ReturnZap webhook payload will now include full destination address details for all returns. It now also includes the warehouse ID, if alternate warehouse destinations are configured within ReturnZap.

July 28 2025

Return detail page now displays Shopify sync status

The return detail page in ReturnZap will now display a status indicating whether the return has been successfully synced to the Shopify order. The syncing behavior to Shopify remains unchange, this update simply displays the current status for each return.

Returns must be synced to Shopify in order to complete certain actions like issuing refunds, completing exchanges, and restocking inventory.

You can read more about reasons why returns may fail to sync to Shopify here.

July 14 2025

Returns portal now supports uploading video and other formats

Customers can now upload video and other document formats via the returns portal when submitting a return.

Previously, only images were supported if enabled in Settings > Reasons.

New options for formal vs informal language

ReturnZap now supports both formal and informal tone for the following languages:

Translations will use the Default setting unless overriden. Contact ReturnZap support to switch to the Alternate structure if desired.

New billing page for usage based fees

ReturnZap has introduced a new Usage page under billing settings to help shops better track and manage their usage based pricing from ReturnZap.

The billing page will display the current plan tier, return usage vs the included volume level, and any overages applied.

It will also display a history section, showing return counts for prior months as well as any overage fees which applied.

July 01 2025

Changes to support Shopify returns "processing"

Shopify has implemented changes which impact the timing of when returns are recorded in a shop's sales ledger.

Returns will now be counted against sales when they are processed. Previously, returns were being counted against sales immediately once created.

No action is required from ReturnZap merchants as we have implemented all of the required changes in the back end. Read more about the changes here:

How ReturnZap handles Shopify returns processing.

Return lines can now be removed in more situations

Return line items can now be removed from a return at any point before they are actions in ReturnZap. Previously, return line items could only be removed before a return was approved.

To remove a return line item from a return, hover over it and click the 3 dots to open the action menu. Click "Remove" and then click to confirm.

June 27 2025

Multiple improvements for international return shipping

We've released multiple enhancements related to customs documentation for international returns. Enhancements include:

• Improvements to shipping process for returns from Northern Ireland to the UK
• Better handling of carrier specific field limits and requirements for customs documentation
• More support for required tax documentation when shipping between the UK and EU

June 10 2025

Returns page now displays icon for expired returns

You can now easily see which returns have expired on the Returns page. Expired returns will display in red, with an icon next to them.

Learn more about expiring returns here.

Green returns no longer prompt to receive / restock

Green returns will no longer suggest receive or restock actions via the Return page action sidebar. The first action available will be "Issue Refund", "Issue Store Credit", or "Release Exchange".

You will still have the option to receive and restock if your workflows require this, using the "Actions" dropdown at the top of the Return page.

New rule attribute: Customer's number of returns

Rules can now be created based on a customer's existing number of returns created through ReturnZap.

Return shipments from US territories

ReturnZap will now send customs information for returns to the mainland US from US territories, including Puerto Rico and the US Virgin Islands.

Note that the option for International Shipping must be enabled in ReturnZap Settings > Shipping > International in order to generate return labels originating in US territories.

Performance and backend improvements

We've made numerous enhancements to overall performance and minor functionality adjustments.

New options exist for:

• International shipments requiring tax ID numbers (VAT, EORI, etc).
• Carrier specific phone number formatting for international shipments
• Optional additional information with outbound tracking information for customs purposes

May 31 2025

Follow up questions now allow for text responses

Shops can now add return reason follow up questions which allow for customer text input. Follow up questions were previously limited to the "choice" question type.

To add a text-based question, simply leave the choice options blank when configuring a question in Settings > Reasons:

Customers will then see a text field within the returns portal:

ReturnZap tag now added to orders with exchanges

When exchanges are created through ReturnZap and added to the original order (as opposed to the draft order method of exchange), ReturnZap will now automatically add a tag ReturnZap Exchanged.

This will allow for custom rules flows within ReturnZap based on order tag. For example, only allowing one free exchange per order.

Shopify order number now added on Returns page

We've added a new optional column on the Returns page. You'll now see an option for the Shopify Order Number, in addition to the existing Shopify Order ID.

Webhook signing now available

For added security, we've now added optional webhook signatures. Webhook signatures allow you to verify that a webhook is coming from ReturnZap and not an outside party. Please contact ReturnZap support to configure this on your account.

May 22 2025

Generate upsells through exchange add-ons

Advanced Exchanges through ReturnZap now includes the ability to configure limited time upsell offers as part of the exchange process.

This optional step is an opportunity for shops to generate additional revenue during the return process.

Once enabled, customers will have the option to add on one or more suggested items to their exchange. Additional payment is then facilitated through Shopify checkout.

Learn more about configuring Exchange Upsell here.

New exchange value threshold for payment

You can now determine a threshold value below which customers will not be charged for any differences in order value when completing an advanced exchange.

This is useful to eliminate small balances due to tax rounding when completing same-product exchanges. It will avoid scenarios where customers were previously asked to pay $0.01 or $0.02 in the past.

It can also be used to create customer friendly policies and ignore small balances owed, for example by allowing customers to proceed with an exchange as if it were a same-price exchange as long as the balance owed is below X.

Contact ReturnZap support for more details and to configure this threshold.

Days since fulfillment now available as return policy

You can now specify return policies based on days since fulfillment, in addition to the existing options for days after order and days after delivery.

Support for returns from US overseas territories via Easypost

ReturnZap now supports returns to the mainland US via Easypost from overseas territories like Puerto Rico and the US Virgin Islands.

You will need to configure the options for International Returns in ReturnZap Settings > Shipping in order to accept returns from overseas territories, as customs information is required.

Shippo integration now supports QR codes

Our integration with Shippo now supports QR codes for USPS and Evri shipping labels.

If the setting for QR Codes is enabled in Settings > Shipping customers will have the option to receive a QR code after submitting a return when the label has been created by Shippo.

Learn more about QR codes in ReturnZap here.

Additional flexibility within returns portal

We've added two new options to futher configure the customer returns portal:

1. For advanced exchange, shops can now disable the option to "Email me an invoice" so the only option presented to a customer is to check out immediately
2. Shops can now disable the option to complete a variant exchange, so the only option presented to the customer is to find a different product for a cross-product exchange

Contact ReturnZap support with questions or for assistance configuring these new options.

Performance enhancements

We've made several performance improvements to the Returns page. Shops with a large number of returns will see significantly improved page load times.

April 21 2025

General performance improvements

We have made several enhancements to overall speed and performance.

Page load times and return process times should be improved as a result.

March 28 2025

New option for returns of Shopify POS orders

Orders placed through Shopify POS often lack a shipping address. This creates issues for generating return labels, which require an origin (or "ship from") address.

We've added a new option to set a default origin address for POS orders. This setting is available in Settings > Shipping > Point of Sale returns

When enabled, ReturnZap will set the origin address for all Point of Sale orders to the default return address specified. This address can be your default return shipping address, or any alternate addresses defined in the Shipping Settings page.

March 21 2025

New notification type available: Return Expired

A new notification type is available in Settings > Notifications > Resolution which allows for customer notifications when a return is expired via ReturnZap.

This notification will trigger based on the returns expiration setting which is configurable in Settings > Integrations > Shopify Returns. It can be used to alert customers to the fact that their return is now outside of the accepted window and is no longer permitted.

March 7 2025

Follow up questions now configurable via rules

ReturnZap rules now support the condition Return: Follow up question answer. With this condition, you can trigger a rule based on a specific answer to a follow up question answered in the returns portal.

For example, you could create a follow up question for "Has this item been removed from its original packaging?" and then create a rule which prevents the customer from creating a return if they answer "Yes".

Additionally, rules can now be used for detail control over when questions and possible responses to questions will apply within the returns portal.

This is done with two new rule effects:

1. Show question
2. Show question answer

For example, you may choose to display a question only for one specific product, based on SKU, or a specific category of products.

Automatic stage transitions configurable via Workflows

Automated workflow stage transitions can now be configured in Settings > Workflow.

Stage transitions allow you to automatically update the status of a return based on external tracking events in cases where ReturnZap has generated the return shipping label.

Stage transitions can be further automated with processing automation. ReturnZap can automatically complete refunds, credit, and exchanges. Contact support@returnzap.com for more detail.

Customer name now visible on returns page

The Returns page now includes an optional column for Customer Name, in addition to the existing column for Customer Email.

New columns can be added using the "Add column" button:

Customer Name can now also be used to search for existing returns, using the search bar

Return reason now included in staff email notification

ReturnZap's internal email alert for new returns will now include the reason for return, along with details about the product(s) being returned.

February 26 2025

Move exchange fulfillments into new orders

You can now configure exchanges which are created on the original order to create a new order to be used for fulfillment. This allows for advanced exchange workflows while still creating a separate order to ship replacement items.

This is useful for fulfillment workflows which do not support new exchange line items on the original order and require a separate order for fulfillment.

This setting can be configured in Settings > Policies > Exchanges using the setting called Fulfillment Order. This is available for both Advanced Exchanges and Simple Exchanges which are completed using the original order.

Read more here:

https://help.returnzap.com/article/77-duplicating-exchange-fulfillments-into-new-orders

Browse experience for different product exchange

The ReturnZap portal can now display a visual list of products when the customer selects "Exchange for a different product".

This allows for additional merchandising opportunities as part of the exchange process. Exchange can be configured using search, visual selection, or both together.

Visual selection can be configured to display items available for exchange based on:

1. Same collections
2. Specific collections
3. Same-product grouping

Visual selection is available for cross-product exchange for both Simple and Advanced exchange. It can be configured in Settings > Exchanges

February 11 2025

Follow up questions now available

You can now configure follow up questions to display in the returns portal after a customer selects a primary return reason. ReturnZap supports unlimited nested return questions.

Questions are flexible, and can display dynamically based on return reason or the answer to a previous question.

Learn more about follow up questions here.

As part of this change, we have broken return reasons and follow up questions out into a new page in settings called Reasons. Return reasons were previously configured on the Policies page.

Return detail page now contains additional information

We have added several pieces of information to the return detail page to help when reviewing and evaluating returns.

Customer and order tags

ReturnZap will now display any Shopify tags applied at both the order and customer level.

A badge will appear in the information bar at the top of the return detail page, indicating how many tags apply. Tags will be visible when hovering on the badge.

Returns as a percentage of the order total

ReturnZap will now also display the total number of items within an order, and the number of items within that order which have been returned.

Note: The number of items returned is cumulative across all returns created for that order through ReturnZap.

Webhooks can now be configured in settings

Webhooks can be set up directly in ReturnZap settings. Configure a webhook destination URL for either the Return Created or Return Updated event in Settings > Integrations > Webhooks.

Learn more about ReturnZap webhooks here.

Note: Webhooks require the ReturnZap Premium plan or higher.

January 09 2025

Start a return from the Shopify customer accounts page

Shops can now embed a link to start a return via ReturnZap in the Shopify customer accounts pages. A "Return" option can now appear on the Orders and Order Status pages.

Learn how to configure this new functionality below:

https://help.returnzap.com/article/76-adding-the-returnzap-portal-to-shopify-customer-accounts