Returnly offers a variety of return policy settings to suit your business needs. This article outlines the settings which can be found within your Returnly dashboard under the Return Policy tab.
This is the number of days from the date of fulfillment that your shopper has to initiate a return.
Holiday Eligibility Window
Like the default eligibility window, the "Holiday Eligibility Window" determines the number of days a shopper has to initiate a return, but allows you to set the dates for when this extended window is in effect. For more details see Setting a "Holiday Eligibility Window"
Fulfillment based eligibility window
This setting allows you to limit returns to products which have been fulfilled. Enabling this setting will ensure that shoppers are not returning items that have not yet been shipped.
Require shopper to enter return comments
When enabled this setting requires that shoppers leave a comment pertaining to their return. Merchants can use this to gather more insight into the reason for return or general feedback about the return process.
Allow shipment to be greater than return amount
When enabled a shopper will be permitted to return a product which has refund value that is less than the cost of the label. For example - the product being returned has a refund value of $4.00, the return shipping label costs $5.00.
Alternatively, if this setting is disabled the shopper would be shown the Cost Divergence screen, more on that here.
With Auto-return Authorization enabled, each RMA will be automatically authorized after a shopper submits a return, and the shopper will be issued a shipping label right away. When disabled, your team must manually review and authorize each return in Manage Returns tab before a label is created.
Best Practice: Allowing the shoppers to create an RMA automatically based on your Return Policy settings cuts down on work for your customer support team. We highly recommend you enable this feature.
This setting ensures that the restock checkbox is checked by default. This setting should only be used in the event that you are using Returnly as the sole restocking method. When the RMA is refunded the product will be restocked within your ecommerce platform.
If your warehouse is restocking - you would want this setting disabled in Returnly to avoid double restocking.
Merchant email notifications
This setting enables RMA notifications to the store email on file. For example when a return is created.
Best Practice: We recommend disabling this setting if you have a high volume of returns. Getting an email notification for each RMA created tends to overwhelm your inbox. Instead we recommend that you monitor RMAs within your Manage Returns tab.
Return shipping costs
This setting allow you to determine who pays for the returns shipping costs. For more information on these policies please review Who pays for the cost of shipping?
Returnly offers several options for marking a product or an order as non-returnable. For a detailed instructions please review Marking Products and Orders as Non-Returnable.
Reasons for return
When your shopper selects a product for return they will be prompted to choose the reason for which they are return the product.
These reasons can be configured under the Reason for return setting.
Click the pencil to edit a reason or add subreasons. To enter a new reason use the add new reason field.
To delete a reason click the trash icon.
Best practice: Our nested reasons offer the ability to further identify the reason for return. For example - if the shopper chooses Fit as the main reason, they are then prompted with Too Small or Too Large. For more information on our nested return reasons please see How to configure Nested Return Reasons.