Manage your return policy

Manage your return policy

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 set a resolution policy for your customer returns?

  • How do you set a refund policy for your customer returns?

Setting up your return policy

From the header of the Eshopbox workspace, navigate to Settings > Customer Portal > Manage your return policy.

You need to follow the below steps to set up the return policy in your customer portal:

Step 1: Set up the return policy

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

  • Turn the toggle ON if you want to allow your customer to create a return for multiple items.

    Before turning ON the toggle, keep in mind,

    • Doorstep QC is enabled for multiple item returns to avoid incomplete return pickups. If doorstep QC is not enabled, Eshopbox will pick up only the items handed over by the customer without verification. Learn how to enable Doorstep QC.

    • For orders fulfilled from multiple locations, the return will be delivered to the nearest Fulfilment Centre from which the order was processed.

  • 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.

Note: By default, the toggle button will be OFF. This means your customers will not be able to make returns until you manually turn the toggle ON.

Step 2: 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 3: Set up a 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 checkboxes in case you want to allow the customer to receive a refund or opt for an exchange against their return.

Step 4: Set up a 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 options 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

1. 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.

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

If you don't wish to allow your customers to return their orders, toggle the button off under Manage Return Policy and save the changes.

3. My customer wants to create a return, but the return window is closed. What should I do?

If the return window for an order has closed or the order is non-returnable, but you need to create a return for the same on behalf of your customer, you can do so using your Eshopbox workspace. Learn here how to create a return using the customer portal.

Note: In order to create a return, you need to first setup your return policy. Learn how to setup the return policy.

4. How can I create returns on behalf of the customer while restricting customer-initiated returns?

In some cases, you may want to manage return requests yourself rather than allowing customers to initiate returns through the customer portal. By adjusting the return settings, you can restrict customer-initiated returns while still being able to create them on behalf of the customer.

To do so, you need to follow the below steps:

  • Step 1: From the header, navigate to Settings > Customer Portal > Manage your return policy.

  • Step 2: Enable the return settings by turning on the toggle and configuring the following:

    • Return reasons

    • Resolution options

    • Refund methods

  • Step 3: Save the changes.

  • Step 4: Go back to Manage your return policy and disable the toggle for: “Customers will be able to return their purchases as per the return window set by you.”

  • Step 5: Save the changes.

This setup ensures that customers cannot initiate returns via the customer portal, but you can still create returns through the workspace on their behalf. Learn here how to create a return.