If a customer who accepted a Kiwi Return Saver discount tries to return the item, the request will be automatically declined. This is because the customer agreed to waive their right to return in exchange for a discount, making the purchase a final sale.
What Happens When a Return is Attempted?
If someone tries to return a product from a Return Saver campaign:
Two emails are automatically sent:
One to you, the merchant, informing you that the customer tried to return the product and that the return was blocked because they accepted the waiver.
One to the customer, letting them know the request is denied and reminding them that they agreed to waive their return right in exchange for the discount.
These notifications help reinforce your store’s return policy and eliminate confusion for both sides.
Return Behavior With Mixed Orders and Partial Returns ⚠️
Customers can return items not purchased with Return Saver individually.
Customers cannot return Return Saver items partially. The return will be automatically declined.
Customers cannot return both Return Saver and non-Return Saver items together in the same request. The entire return will be declined.
This is due to a Shopify limitation: if a return request includes any item marked as non-returnable (such as a Return Saver item), the entire return will be rejected. Shopify does not allow approving only certain items within a single request.
How to Handle Customer Inquiries
If a customer reaches out after the return is declined:
Reference the waiver agreement and the order notes saved by Kiwi Return Saver
Reiterate that the discount was accepted, and by opting in, they agreed that they would not return the item
Point them to your return policy, which should clearly state that Return Saver items are final sale
Best Practices
Update your return policy to include a section on Return Saver terms and conditions
Use clear messaging in the checkbox and info icon text (see How to Customize the Design of Your Discount Campaign Widget)
Train your support team to handle Return Saver-related questions
Need help? Reach out to our support team, we’re happy to assist!