This article covers the foundational settings for your Onward Returns app. These are the first things you'll want to configure before going live.
To access these settings, navigate to Returns > Settings in your Onward merchant dashboard.
Go Live
The Go Live toggle controls whether your customer return portal is active and accessible. When turned off, customers cannot access the portal. When turned on, anyone with the link can start a return.
Important: Make sure all your settings and policies are configured before going live.
Customer Return Portal URL
Once your returns app is set up, a unique portal URL is automatically generated for your store. This is the link your customers will use to start a return.
You can find it at the top of your Returns Settings page. Click Copy to grab the URL and share it wherever your customers might need it — your website, order confirmation emails, FAQ pages, or customer support templates.
Custom Domain
Want your return portal to use a branded URL like returns.yourstore.com instead of the default Onward URL? You can set up a custom domain.
How to set it up:
In Returns Settings, find the Custom Domain section.
Enter your desired subdomain (e.g.,
returns.yourstore.com).Follow the instructions to add a CNAME record with your domain registrar pointing to the provided value.
Once the DNS records propagate, the custom domain status will update to active.
Pre-Submission Return Instructions
This is a rich text field where you can add instructions that are shown to customers right before they submit their return. Use this to share important information like:
Links to purchase return packaging materials
Special handling instructions
Warnings about non-returnable conditions
Links to your full return policy
You can format the text with bold, italic, links, and lists. There's a character limit to keep instructions concise.
Conditional Pre-Submission Instructions: You can also create conditional policies that show different instructions based on product tags, order tags, or other conditions. For example, show special packaging instructions for fragile items.
Create Shopify Returns
When this toggle is enabled, any return created in Onward will also be created as a return in your Shopify admin. This keeps your Shopify records in sync with Onward.
When to use this:
If your team also uses Shopify's built-in return management
If you want returns to appear in your Shopify order timeline
If you use third-party tools that rely on Shopify return data
Deduct Fees from Resolution
This setting controls how fees are collected from the customer.
Enabled: Label fees, restocking fees, and other charges are deducted from the customer's refund or store credit amount. The customer doesn't need to make a separate payment — the fees are simply subtracted from what they receive back.
Disabled: Fees are charged separately. If the customer owes for a label or restocking fee, they'll pay via credit card (Stripe) at the time of submission.
Example: A customer returns a $50 item with a $5 label fee.
Setting | Customer Pays Upfront | Customer Receives |
Deduct fees enabled | $0 | $45 refund/credit |
Deduct fees disabled | $5 via Stripe | $50 refund/credit |
Returns Contact Email
This is the email address displayed to customers in the return portal and included in return-related emails. Customers will use this to reach you if they need help.
If you don't set a custom email, the default returns@useonward.com will be used.
BCC Email Address
Enter an email address to be blind carbon copied on return confirmation emails sent to customers. This is a convenient way to get notified whenever a new return is submitted without the customer seeing your internal email.