We fully renewed and redesigned our returns portal, to help you offer a consumer friendly return policy that’s efficient, scalable and increases customer loyalty.

What's new?

Search on order number in addition to tracking number

When a consumer opens the return portal to issue a return, they are asked to provide their postal code and the order number or track & trace number. Once the order is retrieved, the return process can be started. The consumer can find the order number and the track & trace number in the Track & Trace emails sent after the label is created.

Allow for exchange or offer store credit

Exchange: this method allows the consumer to choose a different product in exchange. When this method is selected, a message field is displayed where the client can write what he or she would like in exchange. This information is then collected in the return details view in the Sendcloud panel. More info on how to process your returns can be found here.

Store credit: this method allows the buyer to order something else from your shop, without receiving cashback. In this way, the return is not a lost purchase anymore, but it becomes a new sales. Store credit can be issued through a discount code or a gift card. Issuing the store credit.

Return reasons per item

In the second step, consumers can choose which products they want to return. Per item, they can choose one of the return reasons. You can choose between many return reasons to display in your return settings beforehand. In case the buyer would not be able to find a suitable return reason, he or she can select “Other” and type his or her reason in the message field that will appear below. The "Other" reason is selected by default, meaning everybody will be able to give more information on why they are returning. We recommend selecting not more than 7 reasons. The "Other" reason will be shown by default in the return portal.

Allow users to hand in a return at your store

By selecting this method, the consumer chooses to return his / her order in one of your stores. By selecting this method no shipping label is generated, but you still receive a confirmation of the return in the Sendcloud panel. You can create store locations in the address tab in the Sendcloud panel. Once you are there, go to the return address tab and checkmark which return address is also a store location. In case you return address differs from a store location, create a new return address follow the procedure explained here.

Improved ease of use and mobile first design

We made sure that our returns portal works smoothly on all devices ensuring a friction less return experience for your customers.

Check out our help center article to learn more about how to set up your own return portal