Seasonal return windows allow you to give your customers extra time to return items during special periods, like Black Friday or the holiday season. This guide will walk you through how to set it up.
1. Create the extended return window
To begin, open your Claimlane inbox.
Click the four-square icon at the top right of your screen.
Select Manage company from the dropdown menu.
In the company view, scroll down the left-hand menu until you find Extended return window.
Click Add return window, give it a name (for example, Black Friday), and select the start and end dates for the return period.
Once that is done, you’ve successfully created an extended return window! Next, let’s apply it to your portal.
2. Add the extended return window to your portals
Go back to your Inbox.
At the bottom left corner, click Settings.
In the menu on the left, choose Self-service portals.
Find the portal where you want to apply your extended window and click Manage.
Open your Web - Return (or the relevant return flow).
Go to the Return policies tab and select the policy you want to update.
Scroll down until you see Use an extended seasonal eligibility window. In the dropdown on the right, choose your newly created window (e.g. Black Friday).
You can apply the same window to multiple policies or portals, simply repeat the process for each one.
That’s it!
You’ve successfully set up your extended seasonal return window. Your customers will now enjoy a longer return period during the special season you defined.
While your extended window is active, orders placed during that period are eligible for return at least until the extended window's end date — even if the normal eligibility window would expire sooner. If the normal window would extend further than the end date (as can happen for orders placed near the end of the extended period), customers get the full normal window instead, so return rights never shrink below what they'd normally be. Once the extended window's end date has passed, only the normal eligibility window applies, calculated from the purchase date.
Example: Say your normal return window is 21 days, and the extended window runs from September 30 to January 30. A customer who buys on October 15 can return until at least January 30 — well beyond the normal 21-day window from their purchase date. A customer who buys on January 29, right before the extended window closes, still gets the full 21-day normal window, giving them until February 19 — because that window extends further than the January 30 cutoff.