Redo Returns system is designed to automate two portions of your returns process:
Allow customers to request a return and receive a return label through an easy return portal (instead of email)
Automate and simplify return approval, receipt, and compensation.
The Redo Returns system is highly customizable and allows for a variety of customer and merchant experiences. This article focuses on merchant experiences and automations.
Step 1: Customer Requests Return and Receives Return Label
Starting the return process
To request a return, customers visit and sign into your return portal. Most merchants link their return portal in their return policy or footer. To learn more about your return portal, please visit our article about customizing your return portal.
If you would like to create a return for a customer, you can sign into the portal for them or use our merchant created returns feature. For more information about merchant created returns, contact support@getredo.com
When a customer requests a return, the Redo system primarily utilizes the return flow to a variety of factors, most common include:
Does this return request fall inside our return policy?
Does this return require manual review?
Will the customer be charged a restocking fee or receive a retention bonus?
Should we require this customer to send their item back?
Why is the customer returning their item?
Who will pay for the return shipping label?
Is this item in the proper condition to be returned?
For details on configuring this flow, please visit the return flow setup page.
Step 2: Merchant Reviews Return Requests
In most cases, the return flow should be configured to allow almost all customers to return their item without merchant manual approval. If a return is authorized, the customer will receive a return label in the return portal.
In some cases, merchants choose to manually review the details of a return request before the customer is authorized to send their item back. This function is accomplished using the "Mark for Manual Review" tile in the return flow. Any condition or series of conditions and customer responses can be configured to a manual review tile.
Mark for manual review is most commonly used to allow teams to inspect images of damaged or defective products before the customer returns their item. This allows teams to verify they would like to receive a damaged item (typically for resale).
to review and accept return requests, visit the Returns tab in your Redo dashboard and navigate to the Needs Review section.
Clicking on a return request will open an approval view. If you would like to allow the customer to return their item, select approve. If you would not like to approve the return select more actions and reject.
Many returns which are pending approval will contain an image upload, to view the image upload, select the drop down arrow next to the item.
Selecting approve will open the approval finalization view where you can add a note where you can select wether or not you would like the customer to send their item back to you. Approving the return request and requiring the customer to send the item back will send the customer a return shipping label. Approving the request without requiring the item to be sent back is the equivalent of processing the return, as there is not additional action required from the customer.
Step 3: Merchant Processes and Restocks Return
Automating and simplifying return receipt and processing
Now the customer has been authorized, received their return label, and selected if they would like an exchange, store credit, or a refund.
We now need to process the return. There are a number of variables and automations to consider.
Basic Manual Return Processing
When processing a return, the redo system issues the store credit, exchange, or refund and helps the warehouse team verify/recognize receipt of the item.
Merchants can process returns at any time after a return is requested. You can track a returns progress in the Returns Tab inside of the Redo dashboard using the following statuses.
Status | Meaning |
All | All return requests. |
Needs Review | Requires manual merchant approval before sending a label. |
Open | Customer received a label but has not shipped the item. |
In Transit | Customer shipped the return item. |
Delivered | Return has arrived at your return address. |
Flagged | Prevents automatic processing (due to fraud risk, previous returns, etc.). |
Complete | Return has been fully processed. |
Rejected | Return request was denied. |
Return requests in the open, in transit, delivered, and flagged statuses are available to be processed. Merchants may enter their dashboard at any time and process a return in any of these statuses.
To process a return manually:
Open the return
Review return details using the dropdown arrow (reason, images, fraud risk scores).
Choose Process.
Redo will:
Issue a Refund (back to original payment method).
Issue Store Credit (via a Shopify Gift Card).
Create a new Exchange Order in Shopify. (more details on exchanges in our exchange overview article)
Optionally:
Adjust refund/store credit amounts.
Add internal notes.
Notify the customer.
Inside of "More Actions"
Action | What It Does | When to Use It |
Reject | Denies the customer’s return request completely. | Use this if the return reason is invalid, the item doesn’t meet return conditions (e.g., worn, outside return window). |
Reset | Resets the return request so the customer can start over. | Use this if a return was wrongly rejected or needs to bypass certain conditions in the return flow. You can “drop” the customer below the reason they were rejected. Resetting Returns Video |
Close | Closes the return request without processing it inside Redo. | Use if you are handling the return outside of Redo (e.g., manually refunding in Shopify, handling via customer service directly). |
Automated Return Processing
If configured in Automations:
Any return can automatically processed based on carrier updates. Automation options are outlined below. For more detail, see the automations tab overview.
Satus | What It Means | Typical Use Case |
Created | Automatically processes the return as soon as the customer submits their return request. | Rarely used. Only if you fully trust your customers (high VIP base or special cases). ⚠️ Risky because you issue refunds/credits before the item is shipped back. |
Label Scanned (In Transit) | Automatically processes the return when the customer drops off the return package and the label is scanned by the carrier. | ⭐ Very common for store credit and exchanges. You know the item is on its way back safely. |
Delivered | Automatically processes the return after the item is delivered to your return address (confirmed delivery event). | ⭐ Very common for refunds. Safer because you wait until you physically have the product back. |
After Delay | Automatically processes the return X days after the item is delivered. (e.g., 3 days later.) | Used if you want a buffer to inspect returns manually before auto-processing. Helps prevent refunding damaged or incomplete returns. |
Return Processed (Manual) | No automation. Your team must manually review and click Process for every return. | Common for high-end products or merchants that want tight control over refunds and exchanges. Best for first 30 days after going live to learn the system. |
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