Get the details in one request
Collect order details, return reasons and photo evidence through your branded portal.
FulfillRelay Returns · Customer returns for Shopify
Get return requests
out of your inbox.
Give customers a branded portal for order details, reasons and photos. Review the evidence beside your rules and keep approval in your hands. Start free with 5 return cases a month; no supplier connection is needed.
Review evidence, not email threads
Review each case against your rules. AI suggestions are optional; approval stays with you.
Give customers a place to check
Share labels and case progress in the portal, with status emails when enabled.
How FulfillRelay Returns works
From first request
to a resolved return.
See how customers submit a return and how your team reviews the request, checks photos and decides what happens next.
Read the transcript →How it works
One request.
Four clear steps.
- 01
Publish your return rules
Set your store’s return policy and share your branded customer portal.
- 02
Collect the request
Customers verify their email, select their order item and provide a reason, photos or notes.
- 03
Review and decide
Check the evidence against your rules. Use optional AI suggestions when helpful, then approve or decline yourself.
- 04
Resolve the return
Upload a carrier return label, record the received item and explicitly confirm any Shopify refund.
You control approvals and refunds. Return-label PDFs come from your carrier before you upload them.
Your store’s customer experience
Your brand stays
part of the return.
Give customers a direct portal link under your store’s branding, with a clear path from request to status update.
- Order lookup and email verification.
- Return reasons, photos and notes in one request.
- Labels and the latest case status in the portal.
FulfillRelay Returns · Customer returns
Start free. Grow with your return volume.
A separate app for your store. No supplier connection or Main subscription required.
Returns plan
Free
$0 USD / month
- 5 return cases / month
- 5 optional AI reviews / month
- Branded customer portal
- Manual approval & decline
- Return-label PDF uploads
Returns plan
Starter
$19 USD / month
- 50 return cases / month
- 50 optional AI reviews / month
- Branded customer portal
- Manual approval & decline
- Return-label PDF uploads
Returns plan
Growth
$49 USD / month
- 300 return cases / month
- 300 optional AI reviews / month
- Branded customer portal
- Manual approval & decline
- Return-label PDF uploads
Returns plan
Pro
$99 USD / month
- 1,000 return cases / month
- 1,000 optional AI reviews / month
- Branded customer portal
- Manual approval & decline
- Return-label PDF uploads
Paid plans are billed in USD every 30 days through Shopify. AI reviews provide suggestions; you make the decision and confirm any refund. Obtain return-label PDFs from your carrier before uploading them.
Need orders routed between retailer and supplier stores? See FulfillRelay order routing plans →
A few things to know.
Do I need the main FulfillRelay app?
No. FulfillRelay Returns is a separate app for your Shopify store. No supplier connection or Main subscription is required. If you also need supplier order routing, explore FulfillRelay.
Does AI approve returns or issue refunds?
No. AI reviews provide optional suggestions within your plan limits. You approve or decline each return and explicitly confirm any refund.
How do return labels work?
Obtain a return-label PDF from your carrier, then upload it to the case for your customer. Label postage is separate from the app subscription.
What is included in the free plan?
Five return cases and five optional AI reviews per month, with the branded portal and manual review workflow. Paid plans support higher monthly volumes.
Your next step
Give every return a clear path.
Install Returns, publish your rules and share your portal link.
Is it right for your store?
Know the fit before you install.
The quickest way to avoid a wrong install is to be clear about who each app is for, and who it is not for.
FulfillRelay Returns
Any Shopify store that handles its own customer returns
Good fit
- You run a Shopify store and handle your own customer returns.
- You want customers to send order details, reasons and photos in one branded place.
- You want to review each request against your own written rules.
- You are happy to make approvals and confirm refunds yourself.
Probably not for you
- You want returns approved or refunded automatically. AI only suggests.
- You need supplier order routing. Returns does not include it; FulfillRelay does.
- You expect Returns to buy shipping labels. You upload return-label PDFs from your carrier.
Still unsure? Compare the two apps side by side.
What happens next
Four steps from install to your first result.
A first successful setup is one real order or one real return that you can follow from start to finish.
FulfillRelay Returns
- Install from Shopify
Start on the free plan: 5 return cases and 5 optional AI reviews a month.
- Publish your return rules
Set the rules customers see and your team reviews each request against.
- Customers send a request
They verify their order email, then submit reasons, notes and photos through your portal.
- You review and decide
Approve or decline, upload a carrier label, and confirm any Shopify refund yourself.
Billing runs through Shopify, and final plan availability and terms appear there. See all plans.
Questions about your data? Read how we handle it.