Customers won't be able to start a return in the Redo return portal until their orders have been marked in Shopify as fulfilled. Once fulfilled, customers should be able to locate their orders through the Redo portal with their email or order number!

Every once in a while there may be a bug or update being pushed, but the main reason your portal is down is likely because of a billing-related issue. To fix this, all you have to do is navigate to the Settings section within Redo and update the section labeled “Billing”. From there, you'll be able to change or update the card!

For Shopify Plus members using checkout extensibility, the Redo product will automatically be removed if the customer chooses in-store pickup.

Yes! In order for the customer to submit a second return request for an item, they will simply work through the Redo return portal again.

Currently, a customer's return request is limited to one order with one label! Our team is happy to help if a customer is in a unique situation and needs some additional assistance.

All customers, including those who do not purchase Redo coverage, will benefit from initiating and completing a return using the Redo return portal. Customers who do purchase Redo will also benefit from free return shipping while those who do not choose Redo will be responsible for the return shipping label cost themselves.