Where can I download the Redo app?
You can download Redo for free from the Shopify App Store!
How do I process a return?
To process a return in the Redo merchant dashboard, simply go into the Returns tab located on the left side of your dashboard. You can look up the customer’s order number from here using the search bar or filter by return status. Click on the correct return to open the detailed view. Then, once you are ready to process that return, press the "Process" button and you’re done!
What happens after a return is processed?
Once a return has been processed, Redo’s got you covered! Depending on your Automations selections in the “Settings” section of the dashboard, Redo will automatically issue a store credit, refund, or exchange for your customer once the selected processing event has occurred. If “None” is selected (meaning that Automations are turned off), you will need to manually process each return before the new exchange, refund, or store credit is sent to your customer.
What do the different return statuses mean?
There are various return statuses within the Return section of the Redo dashboard, as listed below:
All: All orders are located here, regardless of their individual statuses.
Open: These orders are awaiting either a rejection or approval from your team.
Needs Review: These are returns that must be manually rejected or approved by the merchant. For merchants who request photos and/or descriptions from customers in need of a return, this section is where their order arrives and requires merchants’ approval.
Pre-transit: The customer has received the return shipping label but has not dropped their package off at the post office.
In Transit: Return orders that are in transit back to the merchant.
Delivered: Return orders that have been marked as delivered by the shipping carrier and are ready to be processed in the merchant dashboard. If the Automation settings are set to “None“, the merchant will need to hit the “Process“ button in order for the customer to receive their store credit, exchange, or refund.
Complete: Return has been delivered back to warehouse/store, processed, and the customer has received their return compensation method.
Canceled: Orders that have been manually canceled by the merchant.
Closed: Returns that are completed.
Expired: Returns that are outside the return policy window that were initiated but not completed.
Rejected: Customer has hit the rejection step or Merchant has rejected it manually (common use case: customer tries to go through the portal after return window eligibility).
Flagged: Internal tooling to draw attention to a specific return (common use case: Support team member flags return for another team member for approval).
What is the difference between canceling and rejecting a return?
Canceling and rejecting returns differ in meaning. A merchant can cancel a return to allow customers to change their return preference, but only before the customer uses the return label. For instance, if a customer initially opted for store credit, but now prefers an exchange, the merchant can cancel the order and prompt the customer to re-enter their return in Redo, choosing the exchange option. Keep in mind that canceling can only be done before the return label has been used.
Merchants may reject returns through Redo for several reasons. These include unauthorized returns, damaged or altered items, returns exceeding the designated return period, incomplete or missing components, and violations of their specific return policy. By rejecting returns, merchants can enforce their return policy, prevent fraud or abuse, and maintain a fair and efficient return process. A merchant can reject a return in the Returns section of their Redo dashboard under the "Needs Review" status. If your processing automations are turned off, you will also have an opportunity to reject a return once it has been received. Once the return is rejected, the customer will be notified via email.
How do I reject returns on a final sale/non-returnable item?
This feature is most commonly used to reject returns on final sale items, clearance items, etc. To set this up, navigate to the Return Flow setting in Redo. Within the flow chart, you should have a "Condition" step that can be set to recognize product tags or discount codes. Once the tag/code is added in Redo, you'll need to add the exact same tag/code (same spelling, capitalization, spacing, etc.) to the appropriate Shopify products. When finished, these items will no longer be eligible for a return. Below is an example of what this would look like in Redo.
Note: You can also add these tags to the Exclude Order Tags in the Coverage tab (see image below). This will turn off Redo coverage for those items. We recommend that whatever tag you add to the Return Flow, also be added to the Exclude Order Tags section.
What exchange options can I offer to my customers?
These preferences can be changed in the "Exchanges" tab under the "Settings" in Redo. There are three options to choose from:
Variant of the same product: this option allows the customer to exchange for a different size/color of the same product that they originally ordered.
Products totaling exchange value or less: this option allows the customer to exchange for any equal or lesser value items.
Any products: this option allows customers to exchange for any item. Note: If applicable, customers will be prompted to pay any outstanding balance. If the customer exchanges for an item of lesser value, the price discrepancy will be refunded to them through store credit.
Additionally, you can toggle on/off the Instant Exchange option. When enabled, customers can choose to place a refundable deposit and create the exchange order immediately. The deposit is refunded when the original item is received and the return is processed.
For Store Credit returns, do I need to send customers their Store Credit?
Nope, we've got you covered! After a return is processed, the customer will automatically receive Store Credit along with an email confirmation. To find a customer's gift card code, simply go to the "Products" section in your Shopify admin store and select the "gift cards" dropdown. From there, you can search for the customer's name.
How do I cancel a return label and refund my customer?
By canceling the order, the customer’s return shipping label will become void and the customer will also be refunded. In Redo, you can access the "cancel" button by going into a detailed return view in the "Returns" tab.