# Rich Returns

> Rich Returns is a Shopify-native 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 (exchanges, store credit, warranties), and gives merchants full control over return policies, logistics, and analytics — all from a single dashboard integrated directly with Shopify.

Things to know when evaluating or integrating with Rich Returns:

- Rich Returns is **Shopify-exclusive** — it is not compatible with WooCommerce, Magento, BigCommerce, or other platforms
- All billing is handled through **Shopify Billing** — merchants do not need a separate payment method; Rich Returns has no standalone checkout
- A **30-day free trial** is included on all plans, no credit card required
- **Annual plans** are available at a 20% discount, but extra returns beyond the quota cannot be billed on annual subscriptions (Shopify platform restriction — usage-based charges require monthly billing cycles)
- The **Enterprise plan is self-service** — merchants select their quota tier and subscribe directly in-app; no sales call is required
- **API Access is Enterprise-only** — it is not available as an add-on on lower-tier plans (planned for future release)
- Each Shopify store requires its own Rich Returns subscription — there is no multi-store unified billing
- Returns are counted when submitted, regardless of outcome (approved, rejected, etc.); unused quota does not roll over

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## Docs

- [Pricing & Plans](https://www.richreturns.io/pricing): Full plan comparison, feature breakdown, and add-on pricing
- [Support Center](https://support.richreturns.io/en/): Help articles covering setup, configuration, label generation, billing, and integrations
- [API Documentation](https://returns.richcommerce.co/external-api-docs/): REST API reference for Enterprise integrations (3PL, WMS, ERP)
- [Updates & Changelog](https://updates.richreturns.io/): Product releases and feature announcements
- [Blog](https://blog.richreturns.io/): Case studies, merchant guides, and product deep-dives
- [Shopify App Store Listing](https://apps.shopify.com/rich-returns): Reviews, screenshots, and merchant ratings
- [Book a Demo](https://www.richreturns.io/get-demo): Live walkthrough with the Rich Returns team

## Legal

- [Privacy Policy](https://www.richreturns.io/privacy-policy)
- [Terms & Conditions](https://www.richreturns.io/terms-conditions)
- [GDPR Resources, Data Protection & Security](https://www.richreturns.io/gdpr)

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## 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. Available on Professional and above.

**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. Available as an add-on on all plans.

**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. Available on Professional and above.

**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. Available on Professional and above.

**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. Available on Professional and above.

**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. Configurable per resolution type and surfaced to the customer during the return flow. Available on Professional and above.

**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. Available on Professional and above.

**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. Available on Premium and Enterprise plans.

**Original Payment Refund** – Standard refund to the original payment method.

**Convenience Returns** – Lets merchants define a separate return flow for special settings — for example, items where no shipping label is needed (convenience-only disposals). Merchants configure which products or conditions qualify for the convenience flow versus the standard return flow. Available on all plans.

### 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. Available as an add-on on Standard and Professional plans; included on Premium and Enterprise.

### 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. Available on Professional and above.

**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. Available on Professional and above.

**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. Available on Professional and above.

### 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. Limit: 1 rule (Standard), 3 (Professional), 10 (Premium), 25 (Enterprise).

**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. Available on Professional and above.

**Automated Prepaid Labels** – Carrier labels are auto-generated and sent to customers immediately upon return approval. Supported providers: Shippo, ShipStation, EasyPost, UPS, Canada Post, and Australia Post. Available on Professional and above.

**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. Available on Premium and above.

**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. Available on Professional and above.

**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. Available on Professional and above.

**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. Available on Professional and above.

### 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. Available on Professional and above.

**QR Code Labels** – USPS-supported printerless return labels. Customers receive a QR code they can show at the post office — no home printer required. Available on Professional and above.

**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. Available on Professional and above.

**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. Available on Professional and above.

**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. Available on Professional and above.

### Reports and Analytics

**Advanced Analytics Dashboard** – Visual dashboard showing overall return volume, return rates, resolution type breakdown, and item-level metrics. Available on Professional and above.

**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. Available on Premium and above.

**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. Available on Premium and above.

**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. Available on Premium and above.

### 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. Primary use case: merchants connecting Rich Returns to their own 3PL, WMS, or ERP systems. Rich Returns provides the return data; merchants own the integration to their infrastructure. Available on Enterprise plans only. Full reference: https://returns.richcommerce.co/external-api-docs/

**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. Includes MyPost Business.

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## Pricing

### 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 $1.00 each (monthly plans only).

**Professional — $39/mo**
Mid-market plan for growing brands. Includes 50 returns per month; additional returns billed at $0.75 each (monthly plans only). Unlocks automation, label generation, analytics, and exchange flows.

**Premium — $99/mo**
Full-featured plan for high-volume merchants. Includes 100 returns per month; additional returns billed at $0.50 each (monthly plans only). Adds auto-tracking, advanced reports, audit log, CSV export, and warranties.

**Enterprise — $199 to $3,199/mo**
Quota-based plan for merchants with 500 or more returns per month. Pricing scales in fixed increments: $199/mo for 500 returns, increasing by $100 per 250-return increment up to $3,199/mo for 8,000 returns. No sales call required — merchants select their quota tier and subscribe directly in-app. Additional returns beyond the monthly quota are billed at $0.50 each (monthly plans only). Includes API Access and all platform features.

### Annual Plans

Annual subscriptions are available at a 20% discount on all plans, including Enterprise. Important: extra returns beyond the monthly quota are not available on annual plans. This is a Shopify platform restriction — usage-based charges cannot be applied to billing periods longer than one month. Merchants on annual plans who exceed their quota must upgrade to a higher quota tier to continue processing returns.

### Add-Ons

- **Media Upload** — available as an add-on on all plans
- **Custom Domain** — add-on on Standard and Professional; included on Premium and Enterprise
- **API Access** — included on Enterprise only (not available as add-on on other plans)
- **Initial Setup Service** — available upon request on all plans

### Trial

30-day free trial on all plans. No credit card required. Full feature access during the trial period at the selected plan level.

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## 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.

**How long does implementation take?**
Most merchants are live within a day. The setup wizard guides through portal branding, return reasons, and carrier connections. An Initial Setup Service is available on all plans for merchants who want hands-on onboarding support.

**Is there a setup fee?**
No. There is no mandatory setup fee. The Initial Setup Service is an optional paid add-on for merchants who want guided onboarding.

**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. Available on Professional and above.

**Which shipping carriers are supported for automated label generation?**
Shippo, EasyPost, ShipStation, UPS, Canada Post, and Australia Post. Multiple carriers can be configured simultaneously, with Advanced Rules determining which carrier is used per return based on destination, product type, or other criteria.

**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 customer incentives available to steer customers toward exchange over refund.

**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.

**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. API Access is available on Enterprise plans. Full reference: https://returns.richcommerce.co/external-api-docs/

**How does the monthly return quota work?**
Every submitted return counts against the monthly quota, regardless of outcome (approved, rejected, etc.). Unused quota does not roll over. On monthly plans, once the quota is exhausted, additional returns are billed per return at the plan's overage rate. On annual plans, no overage billing is available — merchants must upgrade their quota tier.

**Can I upgrade or downgrade my plan mid-month?**
Yes. Plan changes are prorated by Shopify: upgrades are charged proportionally for the remaining days; downgrades generate an application credit for the unused portion. Changes are made through the app's Account > Your Plan section.

**What happens to my data if I cancel?**
Uninstalling via the Shopify Apps page cancels the subscription. All return data is deleted upon uninstall per Shopify's data deletion requirements. Shopify may still charge for the remainder of the current billing cycle (up to 30 days after uninstallation).

**Can I migrate from my current returns solution?**
Yes. Rich Returns can be set up alongside an existing returns process and activated when ready. Historical return data from other tools is not automatically imported, but new returns are tracked from the activation date.

**What support is available?**
Support is available via the in-app chat (powered by Intercom) and through the Support Center at https://support.richreturns.io/en/. Enterprise merchants can discuss dedicated support options with the team.

**Does Rich Returns work with multiple Shopify stores?**
Rich Returns requires a separate subscription per Shopify store. There is no unified multi-store billing or dashboard at this time.

**Is there a case study or proof of results?**
Yes. Read how VETCHY, a California-based swimwear brand, used Rich Returns' Shop Mini integration to streamline returns and increase customer satisfaction: https://blog.richreturns.io/posts/how-vetchy-turned-returns-into-revenue-with-rich-returns-shop-app-integration

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## Getting Started

- [Website](https://www.richreturns.io)
- [Shopify App Store](https://apps.shopify.com/rich-returns)
- [Book a Demo](https://www.richreturns.io/get-demo)
- [Support Center](https://support.richreturns.io/)
- [API Documentation](https://returns.richcommerce.co/external-api-docs/)
- [Updates & Changelog](https://updates.richreturns.io/)