Frequently asked questions
General
Am I allowed to make changes to the return requests?
It is advised that you do not make any changes to the return request without proper consideration. This is to avoid miscommunication between you and y...
Can I add more return item after a return request submission?
You can add return item to an existing return request under specific conditions. For example, if the customer initially lodged a return for one item a...
Can I create multiple logins for my staff?
This is particularly useful for brands that prefer not to grant certain users access to their Shopify account (e.g., third-party customer service cent...
Can I edit the return method after return request submission?
You can edit the return method of a return order for an existing return request. For example, customer may have initially lodged an exchange but would...
Can I edit the shipping method after a return request submission?
You can edit the shipping method of a return order for an existing return request under specific conditions. For example, customer may have initially ...
Can customers return/exchange items of the same order at different time?
A customer might return items from the same order at different times for several reasons: Damaged or faulty items : They may initially return only vis...
Can my customers edit their return request?
A return request can only be edited if it hasn't been reviewed yet. Once the request is reviewed and approved, a return label is generated for the cus...
Can my customers return an item that they've exchanged for?
When a customer initiates an exchange request, a new exchange order is created in your Shopify store. By default, customers are only allowed to return...
How do I adjust Rise.ai store credit amount when archiving the return request?
By default, store credit is issued only after you’ve resolved the return request. However, if you’ve previously requested PostCo to have store credit ...
How do I cancel a gift card when archiving the return request?
By default, a gift card is generated only after you’ve resolved the return request. However, if you’ve previously requested PostCo to have the gift ca...
How do I check if an existing gift card is cancelled when unarchiving the return request?
To check whether if a gift card is disabled, follow the steps below: In the unarchive confirmation modal, click on "gift card". This will direct you ...
How do I locate my Australia Post credentials?
To connect your Australia Post account, you'll need to submit your account credentials. Here's how you can retrieve this information: Set up a Deve...
How do I locate my FedEx credentials?
To connect your FedEx account, you'll need to submit your account credentials. Here's where you can retrieve this information: The "Address Informa...
How do I resend an email notification to a customer?
Within each of your return requests under 'Manage Returns', there is an email notification timeline displayed. Simply click on the 'resend notificatio...
How to encourage customers to opt for exchange and store credit over refund?
Offering extra credit is a great way to encourage customers to choose exchanges or store credit instead of refunds. Here’s how you can make these opti...
If my customer placed an order with a discount applied, will the same discount carry over during the return process?
When a customer returns an item purchased with a discount and later requested for an exchange, the discount from the original purchase will automatica...
Missing customs information for international returns
There are instances where your international customers are unable to proceed with their return request due to an error calculating rate for shipping. ...
My customer has not received their refund. What should I do?
To address this issue: Start by reviewing the order timeline in Shopify. Then, take a look whether the refund status is listed as "pending" or “unable...
Where can I locate a product’s variant ID?
You can easily locate the variant ID from your Shopify store. Here is what you can do: In your Shopify store, head over to ‘Products’ and look for the...
Why does my portal look distorted?
If your portal looks something like this, it's likely due to changes being made on your Shopify theme. You can follow these steps to get the portal b...
Billing
Selecting a subscription plan
We offer a range of subscription plans tailored to your needs, considering your monthly return volume, number of carrier integrations, and required fe...
How will I get charged for the app subscription?
Upon the expiration of your 14-day free trial, the credit card assigned to your Shopify account will be charged on a monthly basis according to your...
What happens when I exceeded my monthly returns quota?
Should you exceed the return limit of your selected plan, you will be charged a small variable fee of USD 1.00 per extra return . For example, if yo...
Feature add-ons
To offer more flexibility and customisation options, we provide a range of add-ons that you can choose to tailor your experience and make the most out...
How to access and manage add-ons?
To manage add-ons, simply log in to your PostCo dashboard and navigate to the Billing tab. There, you’ll find the respective charges reflected in your...
Error messages
Error: Exchange and refund were already issued for this item
Customer has requested for an exchange for this item and the exchange order has already been created on Shopify BUT a refund has already been issued...
Error: Gift card/discount code/exchange order cannot be created
When the app tries to create the gift card/discount code/exchange order, we found that the item has already been refunded separately on Shopify. To av...
Error: Item might already refunded on Shopify
There is a possibility that one or more of the same items have already been refunded separately on Shopify. Therefore, to prevent additional refund/gi...
Error: Returned item can only be rejected
Since the corresponding line items have been refunded separately on Shopify, the app would not be able to proceed with the refund again as there is no...
Warning: Exchange item out of stock
The warning appears when the inventory of the exchange item is 0 or will be out of stock due to another return item being requested for exchange for t...