Welcome to Redo!
The following article will give you a detailed walk through for each of Redo's settings for Redo Returns.
If you haven’t already, download the Redo app on the Shopify app store which can be found here.
To set up your Redo account, follow the steps below. For any questions, you can contact us at any time at support@getredo.com.
All Redo setup is done in the “Settings” dropdown located on the left side of the Redo Dashboard. Here, we will configure all settings to best fit your company's needs. This guide provides a brief summary and setup steps for each tab in Redo's Settings.
Automations Tab
The Automations tab in the Redo Merchant Dashboard enables you to automate return processing for various return types.
Step 1. You can automate return processing for Exchanges, Refunds, and Store Credit based on certain events. When a return is processed, Redo will close the return, and tell Shopify to either create the new exchange order, issue a refund, or send store credit to the customer. Choose one of the following four options for each return type:
None (manually process): The return won’t process until you receive the original item back, inspect the item as needed, and then manually click a “Process” button in Redo to finalize the return.
Return Created: The return will automatically process when the return is requested by the customer.
Shipment in Transit: The return will automatically process when the original item is scanned and shipped back to you.
Shipment Delivered: The return will automatically process when the shipment is marked as delivered at your warehouse.
Step 2. Set up Redo to automatically restock Shopify’s inventory when a return is processed. Choose one of the following options:
No items: when selected, Redo will not restock any returned items.
Undamaged items: automatically restock all items that are not "damaged." Redo identifies items as damaged when a customer chooses "damaged" as the reason for returning the item when they submit the return. This is the most common selection.
All items: Redo will automatically restock all items.
Step 3. Adjust the label expiration timeframe and add any reminder/expiration emails.
Adjusting reminder/expiration emails is a great way to optimize the return experience and enforce the label expiration date.
Step 4. Set when the Redo item in Shopify will fulfill. When customers purchase Redo Return Coverage at checkout, it will show up as a digital product in the Shopify order. Since this is not a physical product, you will need to choose when you want the Redo digital product to be fulfilled. Choose one of the following three settings:
None. The Redo product will not automatically fulfill. This means you need to manually fulfill the redo product on any orders where the Redo product was purchased.
Partial. The Redo item will automatically fulfill after the other items in the order are fulfilled. This is the most common selection.
Immediate. The Redo item will fulfill immediately after the order is placed even when the other items in the order are still unfulfilled.
Step 5. Adjust any other settings within the Automations tab to best match the needs of your shop.
For an additional video walkthrough of the Automations Tab, click here.
Communication Tab
Your customers will be able to download the return shipping label and return QR code immediately after submitting a return. An email will also be sent to them with the label and QR code along with instructions for returns. The settings for these communications can be customized based on the Communication settings tab. In this tab, you can configure the following items.
Step 1. Enter your company name
Step 2. Enter your customer support email address
Step 3. Enter your physical address that would be visible for customers to see.
Coverage Tab
If a customer purchases the Redo product at checkout, Redo will cover the return shipping cost of their return. The Coverage tab is where you can configure settings for how and what customers can opt into.
This page also shows the price that will be displayed to your customers. There are two metrics that affect the cost of this coverage:
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)
Note: Abnormally high values of these metrics can increase the coverage price. If there are any concerns with your Redo coverage price, please contact our support team at support@getredo.com. You can also click here for more information.
Step 1. Redo allows for you to configure which return types (exchange, store credit, or refund) are offered to the customer as a free return option. You can configure this option in Step 1 below. Select the coverage types you'd like to offer with an advanced purchase option.
If your store does not offer a certain return method (ex: refunds) you do not need to select that method.
Customize your coverage plan based on your preferences, whether it's offering free returns for store credit, exchanges, refunds, or a combination of these.
If you offer all three return types, we typically recommend selecting all three options as it's the simplest and clearest for customers.
Step 2. Add Shopify tags to the “Exclude Product Tags”, “Exclude Customer Tags”, "Exclude Collections", and "Exclude Properties". Redo coverage will be not be shown as an option for these products/customers/collections.
Step 3. Fill out the “Display Options” to customize how Redo will look on your website. This includes the color for the Redo wording as well as the logo that appears for the Redo product in Shopify.
Step 4. If you have Package Protection as a secondary product offering enabled, set the price of package protection for both domestic and international customers.
To set a flat price for domestic customers, add the price by adjusting the minimum and maximum prices to the same:
To set a variable price based on percentage of order value, set a minimum price and a maximum price along with the % of order value depending on how much you'd like to collect. You can also add additional tiers based on order value if you'd like to customize this pricing further.
As a reminder, you as the merchant will collect 100% of any revenue received for package protection offered to customers. This builds up a reserve for you to cover lost or damaged packages as your customers make claims.
Don't have package protection enabled? Contact your account manager or email support@getredo.com to learn more.
For an additional video walkthrough of the Coverage Tab, click here.
Exchanges Tab
This tab allows you to customize how exchanges function for your customers. If you do not want to offer exchanges, you can skip this section.
Step 1. New product selection: Under the “Customer Options” section, fill out the “New Product Selection”. There are three settings to choose from:
Any products: customers can exchange for any item regardless of the price of the new items.
Note: If a customer makes an exchange for items of greater value than the amount of their original purchase, customers will be issued a Shopify draft order to pay for the price difference.
If the customer exchanges for an item of lesser value, the price discrepancy will be refunded to them through store credit by default. You can change this to Refund if desired.
Products totaling exchange value or less: allows the customer to exchange for any products as long as the total is equal to or less than the value of the original order.
Variant of the same product: allows the customer to exchange for a different variant (typically size or color) of the same product that they originally ordered. They are not able to make an exchange for any other products.
Step 2. Minimum inventory: Choose a minimum inventory number in which you want to require for a product appear as an option for exchanges. For many merchants 1 or 2 is sufficient. If you tend to run out of stock, we recommend you set a higher number.
Step 3. Instant Exchanges: Some merchants want to allow customers to have their exchange order sent to them immediately, rather than waiting for that customer to send their original item back. Instant Exchanges are an option which allows customers to do this while reducing the risk of the merchant never receiving back the original items.
When toggled on, customers can opt into an instant exchange when completing their exchange. When a customer opts into an instant exchange, the new exchange order will be placed as a new order in Shopify immediately. In order to reduce the risk of customers not sending items back, Redo simply places a temporary hold on their card in the case that they never send back their items.
Step 4. Reuse order number: By default, exchange orders will be created using the same order number as the original order plus a suffix of "-EXC" added onto the end. You can adjust either of these settings in the "Reuse order number" setting of the Exchanges settings tab.
Step 5. Recreate expired discounts: Merchants often want to honor discount codes for returns and exchanges even if the discount code has expired. Redo can automatically recreate and apply expired discount codes specifically for returns in the "Recreate expired discounts" setting.
When enabled, this setting will recreate expired discounts codes and add "-RETURN" to the end. This is how the discount code will appear in Shopify. On the customer's end, the discount code will be applied automatically when creating the return or exchange.
For an additional video walkthrough of the Exchanges Tab, click here.
Notifications Tab
The notifications setting shows what emails will be used for specific notifications. Multiple emails can be added to each notification section.
Administrative - this is for anytime Redo needs to contact you about items relating to your account.
Return Notifications - for notifications when returns need are ready for review, are submitted, or are delivered.
Billing - this notification is for items related to invoices or billing notifications.
Shipping Tab
The Shipping settings allow you to configure the address to which returns will be sent.
Shipping Locations (one of the three tabs at the top)
Verify the return shipping address (this address auto-fills from Shopify). If needed, edit the current location and add additional locations.
Tip: If you'd like returns to be sent back to the original address, you can do this by editing the address and selecting "Original shipping location."
Tip: You can also have products sent to different locations based on various conditions about the order such as collections, customer tags, discounts, order tags, sales channels, and more.
In-store locations
If you'd like to allow customers to return items in-person, you can enable this setting. Once enabled, simply add the addresses to which customers can drop off their returns.
Options
Underneath the "Options" tab, you can enable packing slips and customize return instructions.
You can also choose to deduct labels directly from the customer's refund/store credit. This adjustment subtracts return label costs directly from the refund or store credit amount, rather than having the customer input card information to pay for the label when completing their return.
For an additional video walkthrough of the Shipping Tab, click here.
Return Flow Tab
The Return Flow setting allows you to customize the return experience for your customers once they log in to the Redo Return Portal. By default, we pre-populate the Return Flow with an example flow that works for most merchants.
Step 1. Click here to watch a video walkthrough of the Return Flow.
Step 2. As needed, make any additional adjustments to the Return Flow.
If you need help setting up the Return Flow, you can reach out to us at support@getredo.com.
Customer Portal Tab
The Return Portal is where customers will initiate returns. This is also the URL that you will link to your Return Policy page or other areas on your store for customers to initiate a return or exchange.
In this settings tab, you will see a preview of and customize how the Return Portal looks for your customers.
Step 1. On the right-hand side, customize your Return Portal by adding a company logo, background, and editing colors.
Step 2. Toggle to the “Content” section and add the link to your company’s return policy. In the same "Content" section, you can customize the wording for various places in the customer portal. For any questions about the items in the return flow, you can submit a return for a test order to go through the process.
Step 3. Add the new Redo Return Portal link to your website. This link is found above the Return Portal preview and will automatically copy to your clipboard when clicked. Most merchants add this link to their return policy or create a new footer on their website called “Start a Return”.
Step 4. Reword your company return policy if needed. Here are a few example return policies that mentioned Redo for reference:
For an additional video walkthrough of the Customer Portal Tab, click here.
Billing Tab
This is the last step to complete before Redo goes live on your website! As a reminder, when your customers choose to purchase Redo for the set coverage price, those charges will go to you in Shopify. Twice a month, Redo will collect those charges using the payment method on file. This is how Redo covers the label costs for items that are returned.
To add a payment method, simply click "Add" for your primary payment method and enter your credentials for either ACH or Credit Card. Remember to click “Save” when finished.
Please note the following about the billing method you choose:
ACH (Recommended): This option has no transaction fees.
Credit Card: This option may incur a 3% transaction fee.
Note: Redo will cover all transaction fee costs for your first billing cycle, and then the fee will be covered by the merchant.
Enabling Redo on your theme
After you have entered billing and selected what coverage you will be offering, the final step is to enable Redo on your theme in Shopify
Step 1. In Shopify, navigate to your online store theme within the sales channel. Click "Customize" on your live theme.
Step 2. On the left-hand side, you will see an app icon for "App embeds", after selecting that, you will search for the Redo App Embed and toggle it on.
Step 3. Navigate to your website to make sure that Redo is showing up properly. For eligible items, Redo will appear below the “Add to Cart” button. See the example below:
Please note that each theme is different so the placement may need to be adjusted.
If you'd like to change the location where Redo appears in the cart or if Redo is not showing up at all, please reach out to us at support@getredo.com.
Your Redo setup is complete!
If you have additional questions, you can visit the rest of our Redo Help Center. Additionally, you can message our live support team through the blue icon in the bottom right corner of Redo.