In the Returns Policy tab, you can customise every aspect of your returns process: set return and refund deadlines, specify your customer support email, craft a message for items that aren’t eligible for return, and configure specific return reasons to waive the return label fees for your customers.
Video Instruction
Step-by-Step Guide:
Step 1 – How to navigate to the returns policy tab in the configuration section.
The first step is to log into your At last dashboard and click the configuration tab on the bottom right side of your screen.
Next, locate and click on your returns portal in the configuration menu.
Note: If you have multiple returns portals, you will be able to see all of your different return portals listed here.
Then, click on the Return Policy tab. The first page that opens when you click on your returns portal is the Returns Policy tab. In this Tab, there are four sections: Returns policy, Exclusions, Cost to return, Return reasons.
Step 2 - How to make changes to the returns policy section
To make any changes, please click edit.
In this section, you will see the following amendable fields:
Days to return: How many days customers have to send items back.
Additional buffer: Extra days added behind the scenes before the customer’s return window begins. Use this to cover your shipping and processing time without changing the deadline they see. For example, if you set a 5-day return window and a 2-day buffer, the countdown visible to customers in the portal won’t start until 2 days after the order is placed.
Refund Processing Guidelines: Specify how many calendar days your team needs to issue a refund once the returned items have been received at your warehouse.
Fallback Support Email: Provide your company’s primary customer-support email address for any inquiries.
Fallback Support URL: Share a support link (for example, a WhatsApp chat URL) where customers can reach out if they need additional help.
Once youve finished entering your returns policy details, click save to save your changes.
After saving, a light lavender banner reading “Configuration saved” will appear, confirming that your changes have been applied.
Step 3 - How to set an Exclusion message in your returns portal.
The exclusion message you configure here will appear as a prominent notice to customers during the returns process in your portal. It serves only as a warning and won’t prevent them from submitting a return. However, if a customer proceeds in defiance of your policy, you retain the right to refuse their refund.
To make changes to exclusions, click on edit.
Toggle “Show exclusions in your returns policy” to Yes, then use the two text fields below to enter your exclusion criteria.
Example:
Exclusion short answer: Sale Item
Exclusions description: "If an item was purchased on sale or at a discount of more than 30%, you will not be eligible to receive a refund. Please do not send these items back.
Once you’ve entered your exclusion criteria, click Save in the top-right corner to apply your changes.
After saving, a light lavender banner reading “Configuration saved” will appear, confirming that your changes have been applied.
Step 4 - How to set the Return Cost.
To set the return cost for your customers, click the "Set on Shipping Tab" button.
You will be redirected to the shipping & payments tab. There you will see the customer payments section. You will be able to configure the payment method and return cost for each carrier service individually. To do so, click edit.
Then, toggle “Charge customers for returns” from No (Free) to Yes.
Then select a "Payment type" from the drop-down menu.
Choose how you'd like to handle return shipping fees: Deduct from Refund or Upfront Payment.
Upfront Payment: A Stripe payment link will be shown in the return portal. Customers will need to enter their payment details and pay the return fee before submitting their return.
Deduct from Refund: No payment is required during the return process. Customers will see the expected refund amount with the return fee already deducted in the returns portal. Your team will then separately process the refund accordingly.
Next you can adjust the label cost by clicking on and editing the Customer Charge (inc. VAT) field.
Finally, you can enable or disable specific carrier services by toggling them on or off, giving you control over which options are shown to customers in the returns portal.
Example: In this image, Royal Mail Return 48 – Drop-off Service is toggled off, meaning it is disabled and will not be visible to customers in the returns portal.
Once youve finished editing your customer payments section, click save to save your changes.
After saving, a light lavender banner reading “Configuration saved” will appear, confirming that your changes have been applied.
Step 5 - How to set your Return Reasons section.
This section allows you to configure which return reasons are displayed in your portal and designate any that should be free for customers.
To edit your return reasons, navigate back to the Returns Policy tab and scroll down to the Return Reasons section.
Click edit to make changes to your return reasons list.
You can also toggle off “Show Reason” for any listed return reason.
Example: In the image below, “Accidental Purchase” is toggled off, so it will not be visible to customers in the returns portal.
You can also set the number of times the cost of a return label is waived for a single customer (determined by their email address) based on a specific return reason.
Example: In the image below, each customer is allowed one free return per month if they select “Item is damaged” as the reason. If the same customer tries to return another item for the same reason later that month, they will be required to pay for the return label.
Once you're happy with how you've configured your Return Reasons section, click Save to apply your changes.
After saving, a light lavender banner reading “Configuration saved” will appear, confirming that your changes have been applied.
