Start with the right app and a clear policy
Install FulfillRelay Returns from its own Shopify App Store listing. The Free plan includes 5 return cases and 5 optional AI reviews per month. Starter includes 50 cases, Growth 300 and Pro 1,000. Paid plans are $19, $49 and $99 USD per month; the current billing terms appear in Shopify.
Decide your return window, eligible items and reasons before publishing your rules. Your customer-facing policy and the rules used in the app should agree. A portal organizes a request; it does not replace your responsibility for deciding the outcome.
Configure rules and customer-facing details
Keep the portal easy to find before and after a purchase. Use a descriptive link such as “Request a return”, rather than expecting shoppers to discover it in a long policy paragraph.
- Open your return rules and review the conditions that make an item eligible. Check exclusions rather than relying on an assumed default.
- Set the available store presentation and support details. Open the customer view to check what shoppers will actually see.
- Choose whether to enable customer status emails. Review the available events and your usage limits.
- Copy the portal link from the app and add it to your store’s returns policy or support navigation.
Follow the shopper’s verification and request
The shopper starts with their order details and verifies a code sent by email. Order details remain behind that verification. They then select an eligible item and quantity, give a reason, and provide supporting information where requested.
Before sharing your portal, try an eligible test order from start to finish. Check that the return request reaches your queue and that your team can review it.
Review the case before deciding
Open the new case in the Returns queue. Read the request, rule results and available evidence together. A rule result describes how your configured rules apply; it is not a substitute for your decision.
When available and requested, AI evidence review can summarize the material and suggest a next step. It cannot approve a return or issue a refund. Use the manual approval or decline controls after reviewing the case.
Share the label and record receipt
If a return label is needed, obtain it through your carrier or shipping provider and upload the prepared PDF to the case. Uploading a PDF is different from buying postage inside the app.
Keep the case current as the parcel arrives and is inspected. Review any refund separately and confirm it explicitly through the available authorized workflow. An approved request or received parcel does not, by itself, prove that money has been refunded.
Check the full journey before sharing the portal widely
- The public policy and configured rules agree.
- The shopper can receive and use the verification code.
- The correct item and quantity appear, and the submitted case reaches the queue.
- Approval or decline produces the expected customer-facing status.
- An uploaded label is available to the intended shopper.
- Email settings, quota limits and support details match what you promise.
FulfillRelay Returns
Your returns. Your rules. Your decision.
Start with a free plan for 5 return cases per month. Paid plans and current terms are shown in Shopify.
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