Return Portal Link

• Supportify dashboard — Settings → Returns, under Your own return portal in Return settings. Click Save settings.
• Shopify app — Chatbot Setup → Returns & Shipping, card Your own return portal. That tab shows once Returns & Refunds is switched on under Capabilities.

Fill in the Portal link (it must start with https://) and, if you like, a Note for customers, such as "Log in with your order number and postcode". The AI passes the note on with the link. The setting works whether or not returns are switched on in Supportify.

By default the AI still makes returns in the chat when it can, and gives the link whenever it cannot:

• returns are switched off in Supportify;
• the order is outside your return window — the customer is told that first, and the link is not presented as a way around it;
• no shipping provider is connected for return labels;
• your platform has no returns in Supportify (WooCommerce and Centra);
• the customer asks for a way to do it themselves.

Switch on Always use the portal and the AI never makes a return in the chat: every customer who wants to return or exchange something gets the link straight away, with no order lookup first.