> For the complete documentation index, see [llms.txt](https://docs.yedric.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.yedric.ai/shopify/capabilities/returns.md). # Returns Let shoppers start a return or swap sizes in chat within your Shopify policy, with optional refunds and, on Pro, emailed prepaid return labels. Let shoppers start a return or swap an item for another size or color in chat, within your Shopify return policy and the rules you set. You can also let the assistant refund approved returns, and on Pro, email a prepaid return label as soon as a return is approved. Returns are off until you turn them on. Taking return requests in chat is available on every plan. Fully automated returns, where a prepaid label is emailed the moment a return is approved, are part of Pro. *** ## Turning it on 1. Open **Capabilities > Returns** and turn on the switch. 2. Review the settings below. 3. Click **Save**. The first time, Shopify asks you to let Yedric read and create returns. [image:Screenshot of the Yedric Returns capability page (Apps > Yedric > Capabilities > Returns) with the switch on, the line "The return window comes from your Shopify return policy" with the store's policy listed, and the Requests, Swaps and Refunds settings groups below. Spotlight the return policy line.] *** ## Your return window If you have set up return rules in Shopify (**Settings > Policies**), the assistant follows them, and the page lists each policy, for example "Default policy: 30 days". If you have a different policy for different markets, click **Allow market access** so the assistant can apply the right one to each order; until then, every order gets your default policy. Without a Shopify return policy, the **Return window (days)** setting decides, 30 days by default. The window starts when the order was delivered, when Shopify knows that, and otherwise when it was placed. *** ## Settings ### Requests * **Return window (days)**: Only shown when your Shopify return policy does not set the window. * **Approve return requests automatically**: Off by default, so your team reviews each request. Turn it on to approve requests that meet your rules straight away. * **Product tags that cannot be returned**: Comma separated. `final-sale` is there to start. * **Product types that cannot be returned**: Comma separated. * **Accepted reasons**: Damaged or defective, Not as described, Wrong item, Too large, Too small, Style, Color, Changed mind, Other. ### Swaps * **Let shoppers swap an item for another size or color of the same product, at the same price and in stock**: On by default. ### Refunds * **Process approved returns in chat**: Off by default. Turn it on to let the assistant refund a return once it is approved. * **Refund without asking the team first**: With this off, your team refunds in the Shopify admin. * **Returned items**: **Leave for the team to inspect**, **Restock at the location they shipped from**, or **Do not restock**. * **Offer store credit as a refund option (new customer accounts only)**. The shopper always sees the refund amount and confirms it before anything is refunded. ### Return labels (Pro) * **Email a prepaid return label when a return is approved**: Turn on to send a label automatically. * **Returns address**: Where returns are shipped. Leave the street blank to use your primary location. * **Box length**, **Box width** and **Box height**, and **Weight when items have none**: Used to price the label. * **Use the weights set on your products when every item has one**. * **Most to spend on one label**: The assistant buys the cheapest USPS, UPS or FedEx label at or under this price. *** ## What shoppers experience 1. The shopper asks to return something. They are logged in, or they give the order number and the email or postal code on the order. 2. The assistant checks which items can come back. Items past the window or excluded by your rules are listed as not returnable. 3. The shopper picks the items, quantities and a reason, or asks to swap for another size or color. 4. If you approve requests automatically, the return is approved straight away. Otherwise the assistant tells the shopper your team will review the request and email them. [image:Screenshot of the Yedric chat open on a Shopify storefront during a return: the assistant lists the order's items with which ones can be returned, and the shopper has chosen one item and the reason "Too small". Spotlight the list of returnable items.] *** ## Prepaid return labels On Pro, when a return is approved, whether in chat, from the Returns list, or in the Shopify admin, Yedric buys a prepaid label and emails it to the email address on the order. The label is also linked in the chat and attached to the return in Shopify. * Labels are for returns shipped within the US. * Labels cost nothing until the carrier scans them. On the first scan, your store is billed the postage plus $0.50, on your Pro usage charges. An unused label never costs anything. * The label is only ever sent to the email on the order, never to an address given in the chat. If your plan's usage cap is reached or billing needs attention, labels pause and new returns get instructions from your team instead. *** ## The Returns list Once Returns is on, the bottom of the page lists your returns, filtered with **Show**: All returns, Needs approval, Approved, not back yet, Back at the store, Refunded or processed, or Declined or canceled. [image:Screenshot of the Returns list at the bottom of the Yedric Returns capability page (Apps > Yedric > Capabilities > Returns), showing rows with the Return, Status, Items, Created, Label and Actions columns, one row in "Requested" status with "Approve" and "Decline" buttons. Spotlight the "Approve" button.] From here you can: * **Approve** or **Decline** a requested return. When declining, choose a **Reason** and optionally add a **Message to the shopper**, which Shopify emails to them. * **Send label**, **Resend label** or **Void label**, when labels are on. The **Label** column shows the carrier and tracking number, and what the label has cost or would cost if used. If a label could not be bought, it says why, for example "Labels are for returns within the US" or "No label at or under your price limit". *** ## Related * [Size finder](https://docs.yedric.ai/shopify/capabilities/size-finder/) learns from size returns which products run small or large. * [Shopify Flow](https://docs.yedric.ai/shopify/capabilities/shopify-flow/) has a trigger for when a shopper asks about a return.