Return and Exchange

The Return and Exchange feature allows your customers to request returns or exchanges for eligible orders directly through the mobile app. This functionality ensures a smooth, reliable post-purchase experience by helping users access your store’s return policies, initiate requests, and track their return status all without needing to leave the app.

While the process often uses an embedded web experience (via a return portal), the app enhances the journey by automatically passing key order details like email, phone number, and order ID, saving customers time and reducing errors.

This feature supports flexible display options, such as return buttons in the account or order history sections, policy summaries on product pages, and dynamic logic for showing or hiding options based on fulfillment or delivery status.

Configuration

Some parts of the Return and Exchange experience are pre-configured, while others require setup either within Appbrew or through external return partners.

Available Settings

You can configure the return window duration through your app’s internal settings:

• Return Window Duration

  Set how long after an order is delivered, customers can request a return.

  For example:

  • Basic setup: 72 hours (3 days)

  • Advanced setup: 168 hours (7 days)

    This setting must be updated by Appbrew upon request.

• Return Portal URL

  Appbrew supports embedding your return service (such as Return Prime or Clickpost) into the app.

  You’ll need to share the return URL template with Appbrew that includes placeholders like:

  https://returns.example.com/process?orderId={{orderId}}&phone={{phone}}

Optional Add-Ons & Customizations

• Product-Based Rules

  Use product tags or metafields to hide the return button for specific items (e.g., “non-returnable”).

• Policy Display on Product Pages

  Return and exchange policies can be added as a collapsible section or rich text block on product pages.

Use Cases

Here are common ways merchants use the Return and Exchange feature:

1. Initiate Returns After Delivery

Once an order is marked as delivered, customers can open the app and tap "Return Order" to begin the process. The app redirects them to your web-based return portal, pre-filled with their order information.

2. Flexible Return Periods

Merchants can configure return windows based on delivery or order processing dates. For example, a 7-day return window after delivery ensures returns are only allowed when appropriate.

3. Product-Specific Policies

Some merchants display specific return/exchange policies for certain products. For example:

• Products under a tag like “FLAT999” may show “No Returns/Exchanges”

• Return policies hidden for non-returnable items using metafields (e.g., lgsy_non_returnable)

4. Seamless Policy Display

Return policies are shown in the app:

• On Product Detail Pages (via collapsible sections or rich text)

• In the Account section or Order History

• Through Custom Pages linked in the navigation

5. Auto-Populated Return Links

When a customer taps "Return Order", the app automatically fills in details like:

• Order number

• Phone number

• Email address

• Customer ID

This streamlines the process and reduces customer input errors.

Troubleshooting / FAQ

Q: Why can’t customers see the “Return Order” button?

A: The return option only appears if:

• The order is marked as delivered

• The order is not canceled

• The return window is still open

  If these conditions aren’t met, the button will not show.

Q: Can we update return policies ourselves?

A: Some return content (like PDP policy text) can be updated via the Appbrew dashboard, especially if implemented as a rich text block. For dynamic policy rules or URL updates, please contact Appbrew support.

Q: Why are some products showing “No Return/Exchange”?

A: This behavior is usually based on product tags or metafields. For example, items tagged with “NOCOD” or metafields like lgsy_non_exchangeable can trigger those labels. Let Appbrew know if you need to update the logic.

Q: Can customers track their return request?

A: Yes, if you’ve enabled Clickpost or another tracking service. Appbrew can add a “Track Request” button that appears after a return is placed.

Q: Our return portal isn’t loading correctly in the app. What should we do?

A: Ensure the return service URL supports mobile webviews and all parameters (like order ID and phone) are passed correctly. If needed, Appbrew can assist in debugging.

Q: Can we change the return window to 15 days?

A: Yes. Return windows are configurable. Just share the desired time frame with Appbrew and we’ll update it for your app.