# Rich Returns > Rich Returns is a Shopify returns management platform that helps e-commerce merchants automate, customize, and optimize their post-purchase returns experience. It reduces manual support work, improves customer retention through flexible return options like exchanges and store credit, and gives merchants full control over return policies, logistics, and analytics — all from a single dashboard. Rich Returns is built for Shopify merchants of all sizes and is available on the Shopify App Store. It handles the entire returns lifecycle: customer-initiated return submission, label generation, status tracking, resolution (refund, exchange, store credit), and reporting. Automation rules reduce manual intervention while branded portals keep the experience consistent with the merchant's storefront. Website: https://www.richreturns.io Shopify App Store: https://apps.shopify.com/rich-returns --- ## Who It's For Rich Returns serves Shopify merchants who need more control over their post-purchase experience than Shopify's native returns tools provide. Common use cases: - Mid-market and enterprise brands with high return volumes needing automation - Fashion, apparel, and footwear merchants where size/variant exchanges are frequent - Merchants shipping domestically and internationally who need multi-carrier label support - Brands that want to reduce refund rates by steering customers toward exchanges or store credit - Merchants using helpdesk tools (Gorgias, Intercom) who want returns embedded in their support flow --- ## Features ### Core Platform **Returns Management** – Central dashboard where all submitted returns are tracked and managed. Merchants can edit return status, issue refunds, upload shipping labels, and review the full return timeline for any order. Designed for support teams and merchants who need a single place to handle every return. **Resolution Override** – A built-in tool that lets merchants change a customer's return resolution after the return has been submitted. Supported options include exchange, store credit, refund, and others, all manageable directly from the dashboard without workarounds outside the platform. **Shopify Return Sync** – Return data is synced back to Shopify. Merchants can add order tags, notes, and metafields based on return activity, keeping their Shopify admin up to date without double-entry. **Shopify Shop Mini — In-App Returns** – Customers can initiate a return directly within the Shopify Shop Mini app, without needing to visit the web returns portal. Reduces friction for customers already using the Shop app. **Customized Customer Journey** – Merchants can add custom questions during the return flow — text fields, checkboxes, or radio buttons — to collect structured data from customers (e.g. reason for return, product condition). Questions can be triggered by advanced rules based on product, order, or resolution type. **Customized Customer Emails** – Full control over customer-facing email notifications. Merchants use dynamic variables and custom text in email templates to match their brand voice and include relevant order details at every stage of the return. **Media Upload** – Customers can be required or prompted to upload photos and/or videos when submitting a return. Merchants can configure minimum and maximum media limits per return type. **Pause/Resume Subscription** – Merchants can pause their Rich Returns subscription without losing any data, then resume exactly where they left off. Useful for seasonal businesses or merchants temporarily reducing operations. ### Return Options Rich Returns supports multiple return resolution types, giving merchants the tools to reduce net refunds and improve customer lifetime value. **Variant Exchanges** – Customers can select a different variant — size, color, material — of the same product during the return process. The most common exchange type for apparel and footwear merchants. **Collection Exchanges** – Merchants configure a specific Shopify collection to be suggested as an exchange option when the returned product name matches defined terms. Useful for steering customers toward specific product groups. **Store-Wide Exchanges** – Customers can choose any item from the merchant's entire catalog as their exchange. Maximum flexibility for brands wanting to retain revenue and reduce refunds. **Store Credit** – Customers can choose to receive their refund as store credit (issued as a discount code or gift card) instead of a cash refund. Often combined with customer incentives to increase uptake. **Gift Exchange** – Customers who received a product as a gift can exchange it for something else, without needing the original purchaser's account or order details. **Customer Incentives** – Merchants can offer time-limited incentives on specific return resolutions — for example, a bonus 10% if the customer chooses store credit over a cash refund. Incentives can be configured per resolution type and are surfaced to the customer during the return flow. **Instant Exchanges** – Customers pay upfront for their replacement item, which ships immediately. A refund is issued once the original item is received and verified. Eliminates the waiting period and reduces fraud risk. **Warranties** – Extends return eligibility for damaged, defective, or malfunctioning products beyond the standard return window but within the product's warranty period. Managed separately from standard returns. ### Branded Returns Portal **Branded Returns Portal** – A standalone, customer-facing web portal where customers initiate returns using their order number plus email, zip code, or phone number. Fully styled to match the merchant's brand via the Brand settings panel. **Custom Domain** – Merchants can use a custom subdomain (e.g. returns.mystore.com) for their returns portal instead of the default Rich Returns domain. Keeps the returns experience on-brand and consistent with the storefront. ### Multi-Language Support Rich Returns supports international merchants with localization across every customer-facing touchpoint. **Multi-Language Returns Portal** – The returns portal automatically translates into one of 14 supported languages based on the visitor's browser language. No manual setup required per language. **Multi-Language Customer Notifications** – Return email notifications are sent in the language detected from the customer's browser at the time they initiated the return. **Multi-Language Return Reasons** – Pre-set return reasons are automatically translated into all 14 supported languages on the portal — no merchant action required. **Language Customization** – Merchants can manually edit and customize all visible text on the returns portal for any language, overriding defaults to match their specific terminology or tone. ### Automation **Advanced Rules** – A visual rules builder for implementing complex return policies and conditional workflows. Conditions include resolution type, order tags, product or variant, customer data, and more. Rules can trigger automatic approvals, restrict certain return options, apply specific labels, or route returns to different warehouse locations. **Automated Prepaid Labels** – Carrier labels are auto-generated and sent to customers immediately upon return approval. Supported label providers: Shippo, ShipStation, EasyPost, UPS, Canada Post, and Australia Post. **Auto-Return Approval** – Automatically approves every submitted return without requiring manual merchant action. Can be combined with Advanced Rules to restrict auto-approval to specific return types, products, or customer segments. **Auto-Tracking** – Return shipment status is automatically updated — from Approved to Shipped to Received — based on tracking events from connected carriers via Shippo or EasyPost. **Automated Refund** – Automatically issues a refund when a return reaches a specified status (e.g., items received). Removes manual steps from high-volume return workflows. **Automated Store Credit** – Store credit (as discount codes or gift cards) can be issued automatically from the dashboard. Reduces support workload for merchants with high store-credit uptake. **Automatic Exchanges and Exchange Orders** – Exchange orders or draft orders can be created with a single click from the Rich Returns dashboard. Includes restocking options for returned inventory. ### Logistics and Label Management **Prepaid Labels** – Merchants can configure prepaid return labels through any connected courier integration. Labels are generated automatically or can be triggered manually. **QR Code Labels** – USPS-supported printerless return labels. Customers receive a QR code they can show at the post office — no home printer required. **International Labels** – Supports generating commercial invoices required for cross-border returns, enabling merchants to manage international return shipments through the same platform. **Manual External Labels** – Merchants can manually upload shipping labels in the Manage section of any individual return, for cases where auto-generation is not used. **Tracking** – Automatically tracks return shipment carriers so merchants get real-time visibility into inbound returns without manual lookups. Current carrier status is available directly from the returns dashboard. **Multiple Carriers** – Advanced Rules can be used to automate carrier selection based on configurable criteria — destination country, product type, return reason, etc. — across all connected carrier integrations. **Multiple Return Destinations** – Merchants can configure multiple return warehouse addresses. Labels are generated and routed based on the selected destination, supporting distributed inventory and regional warehouse networks. **Inventory Management** – Automatically marks products as out of stock for returns when inventory drops to a configured threshold. Returned items can optionally be restocked at a specified warehouse location upon receipt. ### Reports and Analytics **Advanced Analytics Dashboard** – Visual dashboard showing overall return volume, return rates, resolution type breakdown, and item-level metrics. Gives merchants an at-a-glance view of return health. **Advanced Reports and Trends** – Product- and variant-level return reports with charts and filters. Shows return reason breakdowns and trends over time. All report data exportable as CSV. **Audit Log** – Complete action log for every change made inside the app — status updates, label uploads, resolution changes, and more. Each entry includes action type, IP address, and timestamp. Useful for compliance and support escalation. **CSV Export** – All return data, reports, trend data, and customer comments are exportable in CSV format for use in external analytics tools or business intelligence platforms. ### Integrations Rich Returns integrates with the major Shopify ecosystem tools merchants already use for logistics, support, and marketing. **API Access** – RESTful API providing programmatic access to return data and actions. Supported operations: list, retrieve, approve, ship, receive, resolve, reject, and update returns. Enables custom integrations and automation with external systems. **Stripe Integration** – Connects Stripe to collect price differences when a customer exchanges for a higher-priced item, and to collect label fees during the return process. Required for Instant Exchanges. **Klaviyo Integration** – Sends a detailed return data payload to Klaviyo each time a return is started or updated. Enables merchants to trigger email and SMS flows based on return events — abandoned return recovery, post-return win-back, and more. **Intercom Integration** – Embeds the returns portal directly into the Intercom chat widget, allowing customers to initiate a return from within a live chat conversation without leaving the support interface. **Gorgias Integration** – Integrates Rich Returns within the Gorgias helpdesk ticketing system. Support agents can see return status and customers can request returns directly from within a Gorgias ticket. **Shippo Integration** – Carrier label generation via Shippo, with access to discounted rates and support for custom carrier contracts. Enables automated and manual label creation across supported carriers. **EasyPost Integration** – Carrier label generation via EasyPost, with discounted rates and custom carrier contract support. Also enables Auto-Tracking via EasyPost tracking events. **ShipStation Integration** – Carrier label generation via ShipStation, with discounted rates and custom carrier contract support. Merchants already using ShipStation for outbound shipping can use the same connection for returns. **UPS Integration** – Direct UPS integration that bypasses third-party logistics platforms. Requires only a UPS API key and user credentials — no intermediary account needed. **Canada Post Integration** – Direct Canada Post integration that bypasses third-party platforms. Requires a Canada Post API key and credentials. **Australia Post Integration** – Direct Australia Post (AustPost) integration that bypasses third-party platforms. Requires an AustPost API key and credentials. --- ## Case Studies **How VETCHY Turned Returns into Revenue with Rich Returns' Shop Integration** Learn how VETCHY, a California-based swimwear brand, leveraged Rich Returns' Shopify Shop Mini integration to streamline returns, reduce support tickets, and increase customer satisfaction. The case study details implementation, results, and key learnings. Read the full case study: https://blog.richreturns.io/posts/how-vetchy-turned-returns-into-revenue-with-rich-returns-shop-app-integration --- ## Frequently Asked Questions **What Shopify plan do I need to use Rich Returns?** Rich Returns works with all Shopify plans. Some features (like Shopify Shop Mini) require specific Shopify capabilities, but the core platform is available to all merchants. **Does Rich Returns replace Shopify's native return tools?** Rich Returns extends and replaces the native Shopify returns flow for merchants who need automation, branded portals, exchange flows, and carrier integrations that Shopify's built-in tools do not provide. **Can customers initiate returns without contacting support?** Yes. The self-service returns portal allows customers to submit returns using only their order number and email, zip code, or phone number. No support agent involvement is required unless the merchant configures manual approval. **What languages does the returns portal support?** Rich Returns supports 14 languages, with automatic detection based on the customer's browser language. Merchants can also customize all portal text manually. **Which shipping carriers are supported for automated label generation?** Shippo, EasyPost, ShipStation, UPS, Canada Post, and Australia Post. Multiple carriers can be configured, with Advanced Rules determining which carrier is used per return. **Does Rich Returns support exchanges, not just refunds?** Yes. Rich Returns supports variant exchanges, collection-based exchanges, store-wide exchanges, instant exchanges, and gift exchanges — with incentives available to steer customers toward exchange over refund. **Is there an API available for custom integrations?** Yes. Rich Returns provides a RESTful API covering all core return actions: list, retrieve, approve, ship, receive, resolve, reject, and update. **Can I use Rich Returns for international returns?** Yes. International labels with commercial invoices are supported, and the portal and emails are available in 14 languages. Direct carrier integrations for Canada Post and Australia Post support non-US merchants. --- ## Pricing Rich Returns offers four subscription plans designed for merchants of different sizes and return volumes. Each plan includes a different set of features and return allowances. Rich Returns includes a **30-day free trial**. ### Subscription Plans **Standard — $19/mo** Entry-level plan ideal for new merchants or low-volume stores. Includes 10 returns per month; additional returns billed at $1 each. **Professional — $39/mo** Mid-market plan for growing brands. Includes 50 returns per month; additional returns billed at $0.75 each. **Premium — $99/mo** Full-featured plan for high-volume merchants. Includes 100 returns per month; additional returns billed at $0.50 each. **Enterprise — from $199/mo** Custom plan for large enterprises and merchants with 500+ returns per month. Pricing and feature configuration are customized per customer. Requires booking a call with the Rich Returns team. ### Feature Availability by Plan Each subscription tier includes different capabilities and integrations. Merchants should evaluate their expected return volume and required features (such as advanced automation, multiple carriers, integrations with support tools, or international label support) to choose the ideal plan. For a detailed breakdown of features included in each plan, visit the full pricing page. For more information: https://www.richreturns.io/pricing --- ## Getting Started - Website: https://www.richreturns.io - Shopify App Store: https://apps.shopify.com/rich-returns - Get a Quick Demo: https://www.richreturns.io/get-demo - Documentation and Support: https://support.richreturns.io/ - API Documentation: https://returns.richcommerce.co/external-api-docs/ --- ## Legal - Privacy Policy: https://www.richreturns.io/privacy-policy - Terms of Service: https://www.richreturns.io/terms-of-service