Returns & Shipping
Set up return policies, connect shipping providers, and let your AI generate return labels automatically.
What this enables
When returns are set up, customers can request a return directly in the chat. The AI verifies the order, checks your return policy, and generates a shipping label — all without human involvement.
Enable Returns
Open Returns in the sidebar of the merchant dashboard, or Chatbot Setup → Returns & Shipping in the Shopify app — both edit the same settings. The first thing you'll see is a toggle to enable or disable returns.
Make sure the "Returns & Refunds" capability is also enabled in the Capabilities section — otherwise the AI won't have the tools to process returns even if the settings are configured.
Configure Your Return Policy
Set the rules for when returns are accepted:
- Return window — How many days after purchase a customer can request a return (e.g., 30 days).
- Allowed return reasons — Check which reasons you accept:
- Defective / Damaged
- Wrong Item
- Wrong Size
- Changed Mind
- Other
The AI uses these rules when talking to customers. If someone tries to return something after the return window, the AI will politely let them know it's not possible and offer to create a support ticket instead.
Set Your Return Address
Enter the address where returned items should be shipped to. This address is printed on the return shipping labels. Fill in:
- Name and company
- Street address (line 1 and 2)
- City and zip code
- Country
- Phone and email (for the shipping carrier)
Tip
Double-check this address before going live. An incorrect return address means packages could end up at the wrong location.
Who Approves a Return
Two settings decide whether a person sees a return before it goes through:
- Require photos — When enabled, customers must upload a photo of the item before the return is accepted. Useful for verifying damage claims.
- Auto-approve returns — When enabled, the AI approves returns that meet your policy and creates the return label straight away. When disabled, every return is created in Shopify as a request that waits for you.
What the customer is told
A return waiting for approval is never presented as approved. The customer is told their request was submitted, and the return label is created and emailed only after you approve it. If you decline, Shopify emails them your reason.
Where the requests appear
In your Shopify admin, not in Supportify. On the order as a Return requested card, or together under the Customer request filter on your Orders list. Shopify emails you about each one, so you do not have to go looking.
Exceptions
If you want most returns handled automatically but some checked first, leave auto-approve on and use Exceptions underneath it:
- Return reasons that need approval — Pick the reasons that should always come to you, for example defective or damaged.
- Returns after the return window — Send them to you as a request you can accept or decline, instead of turning the customer away.
- Orders above the auto-approve limit — Send high-value returns to Shopify for your approval instead of raising a support ticket. Set the amount in Auto-approve limit just below.
Choosing shipping when you approve
Shopify asks you to pick shipping when you approve a return. Choose No shipping required if you want us to create the label with your own carrier. If you choose Create return label, Shopify has already bought one and we will not create a second — so you are never charged twice for the same parcel.
Our recommendation
Start with auto-approve on and use Exceptions for the cases you actually want to see. Switching auto-approve off is the right setting if you want to check every return, but nothing ships back until someone approves it — so only choose it if somebody is watching the queue.
Connect a Shipping Provider
To generate return shipping labels, you need to connect a shipping provider. Go to Settings → Integrations and choose your provider:
Shipmondo
Nordic shipping provider. Great for stores shipping within Scandinavia. You'll need your Shipmondo User ID and Key ID.
Profrakt
Another Nordic option for return labels. Requires API credentials from your Profrakt account.
Webshipper
Multi-carrier platform with its own return portal, widely used in Denmark and the Nordics. You need your account name — the part before `.webshipper.io` in your Webshipper URL — and an access token from Settings → Access and tokens in Webshipper. During setup you also pick an order channel: Webshipper prices a delivery by matching the shipping rates you configured on one channel, so without it the chatbot finds no shipping options at all.
ShipEngine
Global shipping provider. Supports carriers worldwide. Requires a ShipEngine API key.
After connecting, you can configure additional options:
- Default carrier — Which carrier to use by default.
- Auto-generate labels — Automatically create a label when a return is approved.
- Enable pickup points — Let customers choose a nearby drop-off location.
- Preferred carriers — Limit which carriers are used.
- Auto-select cheapest — Automatically pick the most affordable shipping option.
- Allowed countries — Which countries you accept returns from.
- Max label cost — Set a maximum cost per label so you're never surprised by expensive shipping.
How Returns Work in Practice
Here's what the customer experience looks like:
- Customer opens the chat and says "I want to return my order."
- The AI asks for their order number or email to look up the order.
- The AI checks if the return is within your return window.
- The AI asks for the reason (from your allowed reasons list).
- If photos are required, the AI asks the customer to upload one.
- The AI approves the return and generates a return label.
- The customer receives the shipping label and instructions.
When a return needs your approval it stops after step 5: the customer is told their request was submitted, and steps 6 and 7 happen once you approve it in Shopify.
Otherwise the whole process takes about 2 minutes for the customer — no waiting for email replies or business hours.
Return label costs
Return shipping labels are billed at 1.5x the actual shipping cost. For example, if the carrier charges $10 for a label, you'll be billed $15. This cost is added to your Shopify usage charges. You can set a max label cost to prevent unexpectedly expensive labels. See Billing & Usage for more on how charges work.