Return Settings

Return settings

The settings determine how long the customer can register a return, what it costs, how the package returns to you, and what the customer sees along the way. You can find them under Orders › Returns › Settings

Remember to click Save changes. The page will notify you if you have unsaved changes.

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General

The return window and terms are the two fields without which the customer's return flow will not work. If one of them is empty, the item in the setup checklist remains open.

Turning off the return form is not the same as deactivating Returns

Allow customers to create returns only controls the online store. If you turn it off, customers cannot initiate a return themselves, but you retain the dashboard, reports, and the ability to manually register returns on an order. This is useful during a period when you want to handle returns by phone, or while you are addressing the causes.

To turn everything off, use Disable Returns at the bottom of the page.

About the return fee

The fee is not automatically deducted. It is added as a fee to the credit when you credit the order, and the customer sees in the online store that a fee is incurred upon return. The fee is deducted from the original invoice — the customer does not receive a new invoice for the fee itself.

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Return Shipping

Here you decide how return packages come back to you. What you see depends on your plan.

Start and Smart: one return carrier

You choose one pre-selected return carrier from a dropdown list. All returns in the store use it. The list is populated with the return services your Profrakt agreement provides.

Plus: the customer chooses

Instead of the dropdown list, you get a checkbox list — Methods customers can choose from. Check the services you want to offer, and the customer will choose one of them when initiating a return.

From two checked methods upwards, an additional setting appears: Pre-selected option. This determines which option the return form opens with. The customer can still choose another. If you leave it at «No preference», the first option in the list will be used.

If the list is empty

If it states that no return shipping methods are yet available from Profrakt, it usually means that the Profrakt agreement does not include return products — or that the connection to Profrakt has just been set up. The list is retrieved a couple of times an hour, so please wait a moment and reload the page before reporting.

Business returns — services for picking up goods from another business — are intentionally filtered out. They are not intended for a private customer returning a single item.

Not all return methods provide a QR code

Whether the customer receives a QR code or just a return label as a PDF is a characteristic of the return product with the carrier — not of the carrier as such.

A return without a QR code is not an error. The return is ordered in the usual way, the customer receives a label she prints and attaches to the package, and both the online store and the email adjust the text accordingly — there is no mention of a QR code the customer has not received.

One thing is worth checking if you offer HeltHjem: the standard text under Terms and Conditions promises a QR code. That text is displayed before the customer chooses a method, so it cannot vary with the selection. Rewrite it if you offer a method without a QR code.

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Email templates

This section shows the two emails the customer receives during a return, with a direct link to the email builder.

Both were installed and turned on when you activated Returns, so your job is to read through the text and make it your own. Editing happens in the email builder — this section is just the way there, so you don't have to look under Email.

If you had installed one of the templates yourself previously, it was not touched. You have already made a choice about it.

If you see 'Turned off' next to a template, it will not be sent. This also applies when you register a return manually — in that case, the option for that email is deactivated in the form, with an explanation of why.

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EDI printing

Print return form automatically with shipping label means that a return form with a QR code is printed on your EDI printer every time you send an order. The customer then receives the return form in the package.

The setting requires Start or higher, and an EDI printer set up through Profrakt.

The QR code on the form points to the customer's own return page for that order, and your terms are printed along with the form. If the customer scans the code without being logged in, she will be taken to the login page and then directly to the return form for the correct order.

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Deactivate Returns

At the bottom of the page is Deactivate Returns. It turns off the entire function: customers can no longer initiate a return in the store, the dashboard and reports are hidden, and you cannot register returns manually.

Nothing is deleted. All returns, reasons, and settings remain exactly as they are. If you turn Returns on again, everything will come back unchanged. This makes it safe to use if you want to take a break.

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Tips

• Set the return window a little longer than your right of withdrawal period. Customers often wait until the last day to report, and a return reported one day too late becomes a support inquiry.

• Use the Return Information URL for a page that explains packaging, what happens with the money, and how long it takes. That link is used both in the online store and in the emails.

• If you have Plus, it usually results in fewer aborted returns to offer both a pickup location and a drop-off point — customers have very different preferences here.