Eshopbox allows you to offer your customer to make returns for their orders and allows to choose the mode of payment for their returns.

In this article, you will learn

  • How to set up your return policy

  • How to exclude certain products from being returned

  • How to define the return reasons for your customers

  • How to setup resolution policy for your customer returns

  • How to the setup refund policy for your customer returns

Set up a return policy in your customer portal.

From the sidebar of the Eshopbox workspace, navigate to Customer Portal > Manage your return policy. Follow the below steps to set up the return policy in your customer portal:

Step 1: Set up return policy

  • Toggle the button 'on' to allow customers to return orders based on the return window set by you.

  • Define the return window by entering the number of days for which customer can return their orders post-delivery. Customers will be able to place a return request within this time frame only.

💡 By default, the toggle button will be 'off'. This means your customers will not be able to make returns until you manually toggle it on.

Step 2: Exclude certain products from the return policy

Toggle the button 'on' in order to exclude certain products that you don't want customers to return. You can do this by defining a set of conditions to filter your products. Once you have defined the set of conditions, you need to choose whether products must match all conditions or any condition.

Below are the examples of 'Any Condition' and 'All Conditions'

Any Condition

For example, you do not want customers to return products with MRP greater than INR 2,500 and also you don't want customers to return products of the apparel category.

  • Select 'Product must match' Any Condition.

  • Select 'Product MRP' is greater than 2,500 and select 'Product Vertical' is equal to 'Apparels'.

This means customers will not be able to return apparel and products with an MRP greater than 2,500.

All Conditions

For example, you do not want customers to return products in the apparel category with an MRP greater than INR 2,500.

  • Select 'Product must match' All Conditions

  • Select 'Product MRP' is greater than 2,500 and select 'Product Verical' is equal to 'Apparels'.

This means customers will not be able to return apparels products with MRP greater than 2,500.

💡 By default, the toggle will be 'off' which means all your products can be returned by the customer.

Step 3: Define return reasons

Enter the list of return reasons for your customers. Customers will be able to select one of the return reasons when returning their order. For example, size issue, quality issue, item missing, and more. You can provide up to 10 reasons.

Step 4: Set up resolution policy for customer returns

You need to provide a resolution policy for customer returns. Eshopbox allows you to offer two types of resolutions for customer returns:

  • Customers can receive a refund

  • Customers can make an exchange

Select the checkboxes as per your requirement. You are able to select both the checkboxes in case you want to allow the customer to receive a refund or opt for exchange against their return.

Step 5: Set up refund policy for customer returns

You need to set up your refund policy for customer returns. This option will only be available if you have checked 'Customers can receive a refund' in the previous step. You can allow customers to choose the mode of payment to get a refund against:

  • Cash On Delivery (COD) orders

  • Prepaid orders

5.1 Toggle the button 'on' if you wish to allow a refund against COD orders You need to choose how customers will be refunded by selecting the checkboxes. Eshopbox allows you to offer two refund resolutions to your customer returns:

  • Refund to the desired bank account

  • Refund as store credits

In case both options are selected, customers can opt for any one of the options to get a refund for their COD orders.

5.2 Toggle the button 'on' if you wish to allow a refund against prepaid orders.

You need to choose how customers will be refunded for their returns by selecting the checkboxes. Eshopbox allows you to offer three refund resolutions to your customer returns:

  • Refund to their original payment method

  • Refund to the desired bank account

  • Refund as store credits

In case, multiple options are selected, customers can opt for any one of the option to get a refund for their prepaid orders.

Step 6: Save the changes

Once you have completed all the above steps, click on 'Save'. All the changes will be reflected on your customer portal immediately


For any questions, please contact your Customer Success Manager or raise a ticket to Eshopbox using our support center.

FAQs

What is store credit?

Store credit is an amount that is restored to a customer's account as a refund of their purchase. Using those credits, customers can make another purchase on your website. For more information on how store credit will work for your website, reach out to your customer success manager

What if I don't want to provide a return policy to customers?

Toggle the button off under manage return policy and save the changes, if in case you don't wish to allow your customers to return their orders.

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