Return Tool
Let your customers handle returns, exchanges, cancellations, and complaints on their own, without needing to contact you separately. Everything is managed together in one system.
Return, Exchange, and Complaint Reasons
Define the reasons your customers can choose from when starting a return, exchange, or complaint. The same reasons apply both in your online store and in Shipit.
How to add a return reason
Click the "Set Return, Exchange, and Complaint Reasons" button to access reason management.
Select the language (Language) from the top menu. Reasons are always added in the selected language — for example, Finnish reasons under FI, English reasons under EN, and so on. Add reasons separately for each language visible to your customers.
Fill in the fields in the Add Reason form using your selected language:
Reason Code: the technical identifier for the reason. Use lowercase letters, numbers, and underscores, for example wrong_size. The code is not visible to the customer.
Reason Text: the text shown to the customer on the return form, for example wrong size.
Type: choose whether the reason applies to returns (Return), exchanges (Exchange), or complaints (Complaint).
Order: determines the display order of reasons on the form. Lower numbers are shown first.
Click Add and the reason will be saved.
Configured Return Reasons
Added reasons appear as a list in the Configured Return Reasons section. Each reason shows its name, reason code, language, status, and type. You can edit a reason (Edit), temporarily deactivate it (Deactivate), or remove it entirely (Delete).
How Return Reasons Appear to the Customer
The return reasons you define appear to the customer on the return form once they select a product and an action. The customer first selects the action (return, exchange, or complaint), then chooses the appropriate reason from the ones you've defined for that action. The customer can also describe the reason in more detail in a free-text field.
KUVA TULOSSA
Return Delivery Methods
Define which shipping methods your customers can use to return products. The same delivery methods apply both in your online store and in Shipit.
How to add a delivery method
Click "Set Return Delivery Methods" to access delivery method management.
Select the language (Language) and country (Country). Delivery methods are always defined for the selected language and country, so add them separately for each country and language your customers use.
Fill in the fields in the Add Delivery Method form:
Delivery Method: select from the dropdown the shipping method the customer can use to return the product.
Priority: determines the order of delivery methods. A lower number means higher priority and is shown to the customer first.
Active: keep this selected so the delivery method is visible to the customer.
Final Page Display: choose what's shown to the customer at the end of the return process. Options are an activation code (Show Activation Code), a downloadable return label (Show Downloadable Label), or simply shipping instructions, which you write in the next field.
Customer Instructions: write the instructions the customer will see after submitting a return with this delivery method. For example, guidance on how and where to drop off the package. You can format the text and add links.
Click Add Delivery Method and the delivery method will be saved.
Configured Delivery Methods
Added delivery methods appear as a list under the Return Delivery Methods heading. You can edit each delivery method's settings directly in the list and save your changes (Save). You can also temporarily deactivate a delivery method (Deactivate) or delete it entirely (Delete). You can reorder delivery methods by dragging the three lines on the left edge of the row, but the priority setting determines the order in which delivery methods are shown to the customer.
Store Credit Bonus
Encourage customers to choose store credit instead of a cash refund by offering them an extra bonus. When the customer chooses store credit, the credit is delivered to them as a gift card, and the bonus is added on top of the credit at the percentage you set.
Note: For Shopify stores, the gift card is created and delivered to the customer automatically. For other online stores, the merchant creates and delivers the gift card to the customer themselves.
How to set the store credit bonus
Click "Set Store Credit Bonus" to access the bonus settings.
Toggle on Enable Store Credit Bonus. You can turn the bonus on or off without losing the percentage you've set.
In the Store Credit Bonus (%) field, enter the percentage the customer receives extra when choosing store credit instead of a cash refund. For example, a value of 5 gives the customer 5% more credit as a gift card.
Click Save to save your settings.
You can edit the credit bonus or disable it at any time by clicking the Edit button.
Return Restriction Rules
Return Restriction Rules let you restrict returns, exchanges, or complaints for specific products or orders.
Typical use cases include discounted items, customized products, or other items you don't want to accept as returns.
The rules work automatically: when a customer's return includes a product matching a rule, the selected actions are blocked and the customer sees the message you've defined.
You can manage rules in the Return Tool settings by clicking "Set Restriction Rules."
Create a new rule by filling in the form fields:
Rule Name – give the rule a descriptive name you'll recognize later (for example, discounted items or customized orders).
Priority – determines the order in which rules are checked. Higher-priority rules are checked first. The default is 0.
Description – an optional internal description of the rule. Not visible to the customer.
Rule Type – choose the level the rule applies to, for example product level.
Match Field – choose which field to match on, for example product SKU or product tag.
Match Value – enter the value the rule looks for (for example,
final-sale). When the selected field matches this value, the rule takes effect.Blocked Actions – choose which actions the rule blocks: block return, block exchange, block complaint, and/or remove store credit bonus. You can select more than one at a time.
Customer Message – write the message shown to the customer when the rule applies. You can provide the message separately in English, Finnish, Swedish, Norwegian, and Estonian, so the customer sees it in their own language.
Save the rule by clicking Add.
Saved rules appear under Configured Restriction Rules. For each rule, you can see its status, type, priority, and matching condition, as well as the blocked actions. You can disable, edit, or delete a rule entirely using the buttons on the row.
Available Return Methods
In this section, you define which actions customers can use in the Return Tool. Disabled actions are hidden everywhere in the customer-facing tool, so customers only see the options you've enabled.
Enable the actions you want using the toggles:
Offer Returns – the customer can return products for a refund or store credit.
Offer Exchanges – the customer can exchange a product for another product or variant.
Offer Complaints – the customer can file a complaint for a damaged, defective, or missing product.
Save your selections by clicking Save Available Actions.
Automatic Approval
In this section, you define which return requests are approved automatically without manual review. When a request is approved automatically, a return address label is generated for the customer immediately, without you having to process the request separately.
Enable automatic approval using the toggles:
Automatically approve returns – return requests are approved automatically and return labels are generated immediately.
Automatically approve exchanges – exchange requests are approved automatically and return labels are generated immediately.
Automatically approve complaints – complaint requests are approved automatically without manual review. This is not recommended, since complaints are generally best reviewed on a case-by-case basis.
You can also configure notification-related settings:
Send the customer a confirmation when a return is created – the customer receives a confirmation email as soon as the return request has been successfully created.
Email me if a customer chooses cancellation – you, as the merchant, receive a notification as soon as a customer submits a cancellation request.
In the Merchant Notification Emails field, you can add the email addresses that return notifications should be sent to, one address per line. If you leave this field empty, notifications will only be sent to the account owner's email.
Save your settings by clicking Save Automatic Approval Settings.
Good to know – combined return requests: When a customer submits a request that includes multiple action types (for example, return + complaint), the entire request stays pending approval if any of the action types requires manual review. This lets you review the full request before a return label is generated.
Return Instructions
In the Return Instructions section, you can edit all the text shown to the customer in the Return Tool — from headings and button labels to guidance and error messages. This lets you tailor the tool's tone and wording to match your brand. Access the text editor by clicking "Set Return Instructions."
Every field has a ready-made default text shown in gray as an example. If you leave a field empty, the default text will be used. Below each field, there's a short description of where in the tool the text appears.
Language. At the top of the view, there's a language selector (EN, FI, SV, ET, NO). First select the language whose texts you want to edit — the text you enter is always saved for the selected language. Go through the languages one at a time if you want to customize the texts for all customers in their own language.
The editable texts are grouped into the following categories:
Navigation and progress – step and progress indicators, buttons (Continue, Back, Next, Submit), and loading/submission status texts.
Landing page – the first step's heading and instructional text, tracking number and recipient field labels and instructions, and links to privacy and return policy texts.
Step headings – the headings shown for each stage of the return flow (product selection, return method, refund and complaint details, review, and submission).
Product selection and actions – product card texts, quantity controls, and headings and instructions for returns, exchanges, and complaints.
Return, exchange, and complaint – headings and instructional texts for each action type's reason and additional-info fields, image upload texts, and selection of the replacement product for exchanges.
Return method and packages – headings and descriptions for shipping and in-store returns, and package dimension fields.
Refund and bonus – refund method texts, gift card and store credit options, and messages related to the credit bonus.
Confirmation and error messages – success and pending status headings and descriptions, return label and customs invoice download buttons, and various error messages.
Required Fields
At the end of this section, you can use checkboxes to select which fields the customer must fill in before proceeding.
For example, you can require acceptance of the privacy notice, a return reason, a return method, or a refund method selection. Only make fields required if they're essential to your return process — the fewer required fields, the smoother the return experience for the customer.
Action-Specific Instruction Messages
At the end of the Return Instructions view, you can edit the instruction messages shown to the customer after they submit a request. Each action type has its own heading and message field, and the message is automatically selected based on the type of request the customer made. Below each field, there's a preview showing how the heading and message will look together to the customer. If you leave a field empty, the default text will be used.
Email Templates
In the Email Templates section, you can edit the email notifications sent to customers during the return process. You can customize the content and tone of each notification to match your brand, for different return statuses and different languages.
Return link in Shipit emails.
Using the "Show Return Link in Shipit Emails" toggle, you can add a return button to the order confirmation emails Shipit sends to customers, letting them start a return directly from the confirmation message. Save this setting by clicking "Save Shipit Email Setting."
To edit the actual templates, click "Set Email Templates."
In the template view, you first select the language (EN, FI, SV, ET, NO) and then the return status whose message you want to edit.
The status options are Submitted, Approved, Rejected, Received, Completed, Cancelled, and Failed — each status triggers its own notification when the return progresses to that stage.
Email Language Settings
At the bottom of the view, you set the language emails are sent in when no language information is included with the order.
The Default Email Language sets the primary language (for example, inferred from the customer or the page language), and the Fallback Language is used if no suitable template or language is found. Save your selections by clicking Save Language Settings.
Branding and Policies
In the Branding and Policies section, you customize the Return Tool's appearance to match your brand and configure your return and privacy policies. Access the settings by clicking "Set Branding and Policies."
Logo. Upload your company logo to be displayed in the Return Tool's header. The recommended size is 200 × 80 pixels, and accepted file formats are PNG, JPG, SVG, and WebP (2 MB max). The current logo appears as a preview, and you can remove it using the button provided. The Logo Size menu lets you choose how large the logo appears in the tool.
Retailer Page Layout. In the Layout menu, choose whether the return page uses the standard return page or a branded sidebar layout with a large image.
Custom Return Tool URL. Here you can create a custom address for your Return Tool that you can share with your customers. In the URL Identifier field, enter the identifier you want, which will be appended to https://api.shipit.ax/fi/returns/retailer/. The identifier can only contain lowercase letters, numbers, and hyphens, and must be 3–50 characters long. The completed address appears below the field in a green box, and you can copy it using the copy button.
Captcha. You can protect your public return lookup from bots by selecting Google reCAPTCHA or Cloudflare Turnstile from the Captcha Service menu. You can also disable captcha entirely.
Provider Connection Method. In the Connection Method menu, choose how the Return Tool connects to your online store. The options are Plain (Shipit's own return flow), Shopify (Shopify wrapper), and JSON-RPC (provider's JSON-RPC endpoint). This is a technical setting — leave it at the default unless you know your store requires a different connection method.
Brand Colors. You can choose primary, secondary, and tertiary accent colors for the public return page. The primary color is used for links, progress bars, and main highlights, the secondary color for supporting highlights, and the tertiary color for bonus highlights.
Policy Settings
Here you define the return and privacy-related information:
Your Privacy Policy URL – a link to your own privacy policy, shown alongside Shipit's privacy policy.
Refund Timeline (days) – how many days it takes to process refunds after returned products are received. Note that EU law requires refunds within 14 days.
Return Shipping Cost Responsibility – who pays for return shipping. This information is shown to customers.
Show EU Right of Withdrawal Notice – when enabled, the 14-day EU consumer rights withdrawal notice is shown on your return policy page.
Custom Return Policy
You can add your own return policy text separately for each language (EN, FI, SV, ET, NO). The text is displayed on your return policy page.
Data Controller Information (GDPR). Enter your company's information for GDPR compliance: company name, privacy contact email, and company address. This information is shown on the privacy policy page.
Save all changes by clicking Save Settings.
In-Store Returns
In the In-Store Returns section, you can allow customers to bring products back to your physical store instead of shipping them.
Enable the feature with the Enable In-Store Returns toggle. When it's on, customers can choose an in-store return as an alternative to shipping during the return process.
You can also fill in the following fields:
Store Address (optional) – the physical address customers can return products to. If left empty, your registered company address will be used.
Store Instructions – instructions shown to the customer for in-store returns, for example opening hours and what to bring along with the product.
Save your settings by clicking Save In-Store Return Settings.
Return Period
In the Return Period section, you define how long customers can create returns after their order has been delivered.
Number of Days – how many days returns, exchanges, and complaints are allowed for.
Time Starts From – the point from which the return period begins counting. The options are Delivery Date and Shipping Date. Delivery Date gives the customer the full return period starting from when they receive the products, while Shipping Date starts counting from the moment of shipment. Delivery Date is the recommended option, as it's fairer to the customer.
Save your settings by clicking Save Return Period Settings.
Maximum Package Size
In the Maximum Package Size section, you can set maximum dimensions for return shipments to help manage shipping costs. You can set limits for four values: Maximum Weight (kg), Maximum Length, Maximum Width, and Maximum Height (cm).
Leave a field empty if there's no limit for that dimension. If a customer's return exceeds one of the limits you've set, the return won't automatically generate a return label — it will instead be routed for manual approval.
Save your settings by clicking Save Package Limits.
Shopify Integration
In the Shopify Integration section, you connect your Shipit account to your Shopify store. First install the Shopify app; when Shopify redirects you back to this view, your existing Shipit account will be connected automatically.
Once the connection is established, the view will show the store's address (for example, yourstore.myshopify.com) under Connected Shopify Store.
You can reconnect the store using the "Reconnect Shopify" button — only do this if you need to fix or update the existing installation.
One Return Tool, dozens of platforms
The same easy-to-use solution, working in your store no matter the platform.
