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Available on request.

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Summary

Returns Policy Rules extend the return window, non-eligible item and approval rules of Self-Service Returns with two further rule types: return fees, shown and deducted in the returns form, and keep item & get refund, which skips the return shipment for shoppers you choose. Both are configured per Tracking Page, so fees and exceptions can differ by market.

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Who it’s for

Operations and finance teams who want to recover return shipping costs or discourage ordering several sizes to return most of them, and customer teams who want to spare their loyal or member customers the trip to a drop-off point for low-value items.

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Key benefits

  • A return fee the shopper sees before they ship. Enable fees per Tracking Page, set the currency and amount, and label it in your words, for example “return shipping costs” or “return fee”. The estimated refund in the form is reduced by the fee.
  • Fees waived by rule. Exception rules waive the fee for the segments you define, such as a VIP tag, a return reason, an order value or a product category, and a customisable message tells those shoppers the fee is waived.
  • Keep the item, still refund. For shipments carrying a tag you choose, such as VIP, the shopper is shown a “keep your item, get a refund” screen after approval instead of the drop-off and label steps.
  • Your systems get the numbers. The fee and the adjusted refund amount are shared with your order or payment system through your integration, such as webhooks. Perform.AI does not process the refund itself.

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How it works

Both rule types run in the Returns policy rule configuration of your Tracking Page. A return fee rule checks each request against your exception conditions and either shows the fee and the adjusted refund amount, or marks the fee as waived. A keep item & get refund rule matches on shipment data, typically a tag, and when it matches the request skips drop-off selection and carrier booking and shows the keep-item screen with your custom text. Rules need the matching data, such as tags or product categories, to be present on your shipments. Contact your account team to enable this feature.