Summary
Self-Service Returns lets a shopper start a return from the Tracking Page of a delivered order, choose the items and reason, get the request approved and download a return label, without contacting your support team. Every request lands in the Returns Overview in the portal, where your team reviews it or lets your rules approve it automatically.Who it’s for
Customer service and e-commerce teams who handle return requests by email and ticket today. The same tracking widget that shows a delivery also takes the return, so the shopper never leaves your branded page and your team stops re-typing return details from emails.Key benefits
- Returns start where the delivery ends. Once a shipment reaches Delivered, the Tracking Page shows a return call-to-action. The shopper picks the items and a reason in the same widget, so there is no separate returns portal to integrate.
- Approval runs the way your policy says. Choose manual approval, automatic approval, or a hybrid where only requests matching your criteria, such as high product value, wait for a manual review.
- Your returns policy is enforced in the form. Return windows, non-eligible items and manual-review items are configured as rules, so a shopper sees up front what can be returned instead of reading a terms page.
- One request covers a multi-parcel order. With returns at order level, the form lists every line item shipped under the same order ID, so the shopper does not file one request per parcel.
- Every step is in your words. The pending message, rejection reason, shipping instructions, form footer and non-eligible label are all customisable text.
How it works
The return journey
Brands already using Post-Purchase do not need to install anything else: outbound tracking and returns run through the same widget.
The returns form
Returns at order level or shipment level
- Order level. The form lists all line items from every shipment that shares the same order ID or reference. Recommended for most brands, because a shopper with a three-parcel order returns items from all of them in one request.
- Shipment level. The form lists only the line items of the shipment currently open. Useful for marketplaces, where one multi-parcel order can contain items from several sellers.
Approval flows
A rejected request can later be changed to Approved. An approval cannot be reversed.
Returns policy rules
Rules align the returns form with your returns policy. Four rule types are available:
Rules match against the shipment and line item data you send with the outbound shipment, so the fields a rule relies on, such as product category or order tags, must be present on your shipments. Rules are configured with your account team.
Fee rules and keep-item refunds are available on request. See Returns Policy Rules.
Customisable text
When both the parcel details box text and the return shipping text are set, the return shipping text shows in the Download Label step and the parcel details box text everywhere else. When the return shipping text is empty, the parcel details box text shows in every step.
Additional line item information
Up to 3 extra line item fields, such as product ID, size or colour, can be shown in the order details section, the returns form and the return details section. You name the fields in the Tracking Page configuration and they are read from the line item data on the shipment.Branding
The returns widget takes the branding of the Tracking Page it runs on, so the return journey looks like the rest of your site.Set up in the portal
Returns configuration lives with your Tracking Page configuration. Extra line item fields are set under Tracking Page configuration > Additional Features > Line Item. Approval flow and policy rules are set up with your account team. Requests submitted through the widget appear under Returns > Returns Overview. See Returns Overview for approving, rejecting and managing them.Use via API and MCP
Create return requests from your own returns portal or customer service tooling, and approve, reject or amend them programmatically:- Create a Return with
POST /v5/return/(API reference). - Update a Return with
POST /v5/return/update/(API reference).