--- title: "Returns without login" url: "https://support.acendy.com/en/article/new-article-10af15ec-349b-4122-bb3f-59ff009a5d44" language: "en" last_updated: "2026-10-15T07:55:41.640Z" --- # Returns without login With returns without login, the customer starts a return directly from the order confirmation, without logging in. This also works for customers who checked out as a guest. ## Returns without login > **💡 Requires Plus** > Returns without login is included in the Plus package. On other packages, you will see the card locked, with a button to upgrade. With returns without login, the customer starts a return directly from the order confirmation, without logging in. The customer avoids creating a password or resetting a forgotten password, and it also works for customers who checked out as a guest. * * * ## How it works for the customer The customer has two ways in: the button in the order confirmation, or the page **Start a return**, if the email is lost. ### From the order confirmation **1.** The customer opens the order confirmation and clicks **Start a return** **2.** The return form for that specific order opens in the online store. The customer is not logged in. **3.** The customer selects the quantity, reason for return, and return shipping method, accepts the terms, and clicks **Register return** **4.** The return label and any QR code are displayed on the page, just like when a logged-in customer registers a return. The link only opens the return form for that single order. It never logs the customer in and does not grant access to My Page. The customer sees product names, quantities, return reasons, return shipping methods, and terms — but no prices, addresses, email address, or order history. ### When the email has been deleted If the customer has deleted the order confirmation, the customer can request a new link on the page "**Start a return** (the address is `/book_return/` in your online store). **1.** The customer enters **Order number** and **Email address used for the order**, and clicks **Send return link** **2.** The page always responds the same way: “If the email and order number match an order, we have sent you an email with a link to complete the return.” **3.** If the order number and email match, the customer receives the email **Return your order** at the address on the order. **4.** The customer clicks **Start the return** in the email and arrives at the same return form. The page never reveals whether anything matched. This prevents anyone from using it to find out who has shopped with you. The email always goes to the address on the order, never to an address someone types in. If the customer is logged in, the customer is sent straight to the order history instead. The page also has the link **Log in instead** ### When the order cannot be returned If the order number and email match, but the order cannot be returned, the customer receives an email explaining why instead of a link. The reason is one of these: | Situation | The customer is informed that | | --- | --- | | The return deadline has passed | The return period for this order has ended. | | Everything has already been returned | Everything on this order has already been returned. | | The order has not been sent yet | The order has not been sent yet. You can return it after it has been sent. | | The order cannot be returned for other reasons | This order cannot be returned. | This is not a separate email template. It is the second variant in the template **Return link** — see the section **The email template Return link** further down. * * * ## Set up returns without log in Before you start, this must be in place: - The store has Plus. - Returns are activated in the control panel. - **Allow customers to create returns** is switched on. - The store is built with the design builder. With an older design template, the link sends the customer to the login as before. ### 1\. Activate the return link **1.** Go to **Orders › Returns › Return settings**, the tab **Customer return** **2.** Find the card **Return link** and click **Activate return link** When you activate, the email template **Return link** is installed and turned on. It is the one the customer receives from the Start a return page. ### 2\. Add the link to the order confirmation The card now shows **Order confirmation** with the button **Add return link to order confirmation**. Click it. Mystore will then add the block "Do you want to return something? Start your return here. You don't need to log in." with the button **Start a return** at the bottom of the order confirmation: - in all languages the order confirmation has - in the order confirmation for pick-up in store and for business customers as well, if you use them The order confirmation only changes when you click the button. Afterward, you can click **Open in email editor** and move the block where you want it. Until you have added the link, **Add return link to order confirmation** will remain on the checklist on the Returns overview page. ### 3\. Give customers a way to the Start a return page Under **The Start a return page** on the card, you will find the page address. Click **Copy link** and add it to the footer or menu in your online store, for example under "Returns". Mystore does not add this link for you. ### Turn on and off The switch **Returns without login** at the top of the card turns the feature on and off. If you turn it off, all links stop working — including those in emails already sent — and the Start a return page sends customers to the front page. * * * ## Details and limits ### How long the link works The link works until the return deadline for the order has expired. If you haven't set a return deadline, it works for one year from when it was created. Every time the customer opens the link, Mystore checks the order again: that it is within the return deadline, has a status that permits return, and has items remaining to return. The link can therefore be included in the order confirmation before the order is sent. If the customer clicks too early, they will be told to wait until the order has been sent. You cannot deactivate a single link. If you want to stop all of them, turn off the switch. ### Protection against guessing The 'Start a return' page closes temporarily after too many errors: | Failed attempts | Closed for | | --- | --- | | 3 errors on the same email or from the same network | 15 minutes | | 3 new errors after that | 1 hour | | Thereafter | 24 hours | The customer will then see "Too many attempts. Try again later." Matches do not count as errors. The same order can receive a maximum of three return links per hour. ### The Return Link email template You can find the template under **Email templates**, or via **Edit template** on the card. If the template is turned off, the customer gets a built-in email with the same content. The customer therefore always receives an email. The template contains two variants, and Mystore only sends the one that applies: | Block | Sent when | | --- | --- | | `[IF_RETURN_LINK]`\[/IF\_RETURN\_LINK\]`The order can be returned. This contains the button` | Start the return**\[IF\_RETURN\_NOT\_POSSIBLE\]**\[/IF\_RETURN\_NOT\_POSSIBLE\] | | `The order cannot be returned. The reason is stated here.` | | Everything outside the blocks, such as logo and footer, is sent in both cases. You can edit all text and design in the template. These variables can be found in the variable list in the email editor: | Variable | Becomes | | --- | --- | | `[RETURN_LINK]` | The link that opens the return form. Use it as a link on a button. | | `[RETURN_REASON]` | The reason why the order cannot be returned | | `[ORDER_NUMBER]` | The order number | The actual reason, for example "The return period for this order has ended.", cannot be changed. It comes from Mystore and follows the language the customer uses in the online store. > **⚠️ Keep the blocks** > If you delete the block tags, both variants will be sent in every email. A customer who is allowed to return could then also read that the order cannot be returned. Move or edit the text inside the blocks, but leave the tags. * * * ## Tips - If you also want the customer to receive the return label by email, the template **Return registered** must be turned on. Otherwise, the customer only gets the label on the page after registration. - The link points to the store's primary domain, the same as other links in the order confirmation. - A logged-in customer who owns the order will see the standard order page when the link is opened.