What determines my coverage price?
There are two metrics that can affect the Redo coverage price:
Return Rate - this is a function of the total number of returns divided by the total number of orders, normally displayed as a percentage
Average Shipping Label Cost - this number will increase/decrease based on your product weights and shipping distances (international order volume)
If there are any concerns with your Redo coverage price, please contact our support team at support@getredo.com.
A customer paid for Redo coverage but was charged for a return shipping label, what happened?
In an effort to de-incentivize refunds, most merchants select Redo coverage to only be active for Exchanges and/or Store Credit. This means that when a customer wants to return for a Refund, the customer will be responsible for the cost of the return shipping label, regardless of whether they purchased Redo coverage initially. In the event that a customer is confused as to why they were prompted to pay for a return shipping label, it is likely because they wanted to return for a refund and that option is not selected in the Redo settings under the "Coverage" tab.
Can I turn off Redo coverage for certain products?
Yes! By navigating to the "Coverage" tab within the "Settings" dropdown, you will see the option to exclude Redo coverage for product tags, customer tags, and collections. Matching these tags with their counterparts in Shopify will stop Redo from showing for those items/customers.
