Returns settings: how this screen works
Returns settings is where you decide how returns work for your shop: how many days shoppers have, what a return costs, when you refund, where parcels go back to and what the return form looks like. Day-to-day handling of incoming returns happens in Transactions; see the guide "Handling returns" for that.
What you see on this screen
At the top are shortcut buttons to the other returns screens:
Operations: opens Transactions on the Return review tab, where you handle incoming returns.
Returns report: counts and lists of your returns (see Returns report below).
Shop orders: returns that are not linked to a QrX shipment (only shown when your role allows it).
Control Center: release settings for your return forms (only shown when your role allows it, see the guide "Handling returns").
Form designer: design the return form your shoppers fill in.
Below the buttons you find the cards Default return route, Reasons and questions, Return policy and Return addresses, explained one by one below.
Default return route
This card is shown when your role may manage return routes. It sets which carrier method creates the return label when you approve a return. A return form, or one single return, can still use a different route.
Return shipping method: pick one of your own connected carrier methods that can create return labels (today UPS and PostNL). Use the search to find it.
Label delivery: Printable label (the shopper prints the label) or Email label (the label is sent by email).
Save default route: saves your choice. The button stays grey until you pick a method.
If you see Connect a merchant-owned provider with a live return-label method., first connect your own UPS or PostNL account under Shipping Providers.
Reasons and questions
Two cards open the shared libraries: Return reasons and Return questions. You write reasons and questions once, in all your languages, and then pick them in any return form. Return forms can only use published reasons and questions. See Return reasons and Return questions below.
Return policy
The return policy holds the rules shoppers see and QrX applies. Change the fields and press Save at the bottom of the card.
Policy for: choose Account policy (used for every sales channel without its own policy) or search for one sales channel to give it its own policy. Channels that already have one show "(own policy)". The line below the field tells you which policy applies.
Return window (days): how many days after the order a shopper can start a return.
Receiving mode: No inspection closes the return without a warehouse check. External WMS means a warehouse system outside QrX receives the goods.
Return charge: what the shopper pays before the return starts. Choose None, Fixed amount (fill in Amount and Currency) or Percent (fill in Percent of returned items).
Restocking fee: shown to the shopper and deducted later from the refund. It is not charged when the return starts.
Store credit bonus: an extra amount or percent on top of the item value when the shopper chooses store credit. Leave it on None to give the item value only.
Keep the item under the threshold and Keep-the-item under (amount): when switched on, an item worth this amount or less can be closed without a return label. The shopper keeps it.
Default return address: where returned parcels go. Pick one of your return addresses.
When to refund: Refund after inspection (default), Refund when the return is approved or Refund on first carrier scan.
Allow in-store & app returns (BORIS): allow returns in a physical store or from the app. When on, choose Counter returns (staff scans at a physical store) and/or App-initiated returns.
Returns are enabled for this account (or Returns are enabled for this sales channel): switch off to stop new returns.
Waive the return charge for an exchange: makes an exchange free. Leave it off to keep the return charge for exchanges too.
When you edit a sales channel that has its own policy, Remove channel policy appears next to Save. After you confirm, that channel uses the account policy again.
Return addresses
Every address shows its name and street, and a Default badge for the default one.
Add return address: opens a small form with Name (e.g. Main warehouse), Address line 1, Address line 2, Postcode, City, State / region and Country (searchable list). Switch on Use as the default return address if needed (your first address is always the default). Name and Country are required. Press Save.
The pencil edits an address. The trash can asks you to confirm with Delete; the round arrow cancels.
Returns report
Open it with Returns report at the top of Returns settings.
Test and Live: test returns (from a form in test mode) and real returns are always counted separately.
Count cards: Started, Refused, Paid fees, Approved, Labelled, Exchanged, Credited, Refunded and Kept. Click a card to list the returns behind that number. Scroll sideways to see all cards.
Amount lines: per currency, the paid fees, refunded fees and credited amounts. Amounts are never converted between currencies.
The list: Return number, Status and Requested date. Click the eye icon to open the return in the return workspace. The list loads more rows as you scroll. The Paid fees column shows what the shopper paid for that return, with the currency, or a dash when nothing was paid.
Shop order returns
Open it with Shop orders (only when your role allows it). It lists returns for orders from your own shop that are not linked to a QrX shipment.
Search order or return number: find a return quickly.
Columns: Order, Status, Requested and Return number. Click the eye icon (Open return) to handle the return in the return workspace.
When the list is empty you see No shop-order returns yet.
Return form designer
The return form is the page your shoppers use to start a return. Open it with Form designer.
Switch form: pick which form to edit. Each form shows its version and whether it is Published or Draft.
New form: starts an empty form.
The trash can next to it (Remove form) takes a form offline. QrX first shows if it is live, which sales channels lose it and how many returns are still open on it. Its history is kept.
The release bar: shows the draft and published version and the Publication checklist (what is still missing). History lists earlier published versions so you can compare them or restore one as a new draft. Save draft saves your work without changing the live form. Publish makes the draft live; it works once the checklist is complete. Discard throws away unpublished changes. The checklist tells you in plain words what to fix, for example "Add a form name".
Live preview (right side): shows the form while you type. Switch between phone, tablet and desktop, dark mode and RTL preview (right-to-left languages).
The form is built in five steps. Click a step or use Back and Next. A small number on a step means something there still needs your attention.
1. Basics & branding
Form name and Public URL slug (the last part of the form's web address) are required. Then the Welcome title, Welcome message, Brand colour, Upload store logo and Upload cover image (PNG, JPG or WebP, max 10 MB), Page background, Message bubble colour and Animated background bubbles.
2. Journey
Available resolutions: what the shopper may ask for: Refund, Exchange and/or Store credit.
Return methods: Drop off at a service point, Email the shipping label, Carrier collects the parcel and/or Return in the store.
Allow photo, video, and PDF evidence and Ask for experience analytics consent.
Published return reasons and Published return and item questions: pick from your libraries. At least one reason is required. Use the arrows to change the order, and Display conditions to show a question only in certain cases. Manage reasons and Manage questions open the libraries.
3. Delivery & languages
Return label routing: keep Use the account default return label route on, or switch it off and choose a Return shipping method and Label delivery for this form. Under Languages, add the languages of the form; a new language is translated for you as a draft. Editing language chooses which language you edit and preview.
4. Reach & lookup
Merchant channels: the sales channels that use this form. Leave all unselected to use it for the whole account. If a channel already uses another form, QrX warns you that publishing takes it over.
Lookup & order sources: how shoppers find their order. Shoppers sign in with Order number + email; Shopify is the order source.
Allowed embed domains: the exact HTTPS web addresses that may show this form inside your own website. Embed and domain health shows Ready or HTTPS required.
5. Review & publish
Fill in the Evidence privacy and consent copy, open Open Communication Design Center to manage the messages shoppers get, and check Activation: Enabled (the form accepts returns) and Test mode (returns are marked as test and kept apart in the report). Then press Publish. After publishing, Open published experience opens the live form.
Return reasons
Counters: Published, Drafts in progress and Missing languages.
Search and the list: each reason shows its label and code, how many languages are done (for example 3/5), its published and draft versions, and in how many forms it is used. Click a row to edit it.
Add reason: opens the editor.
In the editor:
Fill in the Label or question, Description and Help text per language. Add language adds a language as an AI translation draft; Add country override changes the text for one country only.
Reason category and Evidence required (the shopper must add a photo or file).
What happens for this reason: Merchant must approve, Approve automatically or Do not allow this return.
When an exchange can ship: Instant, after the return label or After inspection.
Return charge for this reason and Restocking fee for this reason: keep Use the return policy, or set a different fee for this reason only.
On the right: Translate this language or Translate all missing (machine translations are drafts; your own texts are never overwritten), the language coverage and Version control to compare or restore an earlier version.
Save draft keeps your changes. Publish version makes this version usable in forms; you can add a publish note. All languages must be complete first.
Archive or delete: a reason that was never published and is not used can be deleted for good. Otherwise you can archive it; live forms keep working.
Good to know: after you publish a changed reason, also publish the return form. A shopper who already started a return keeps the version of the form they started with.
Return questions
Return questions work like reasons, with Add question at the top. A question has a Question scope (Whole return or Each item), an Answer type (text, long text, choice list, number, yes/no or date) and Answer required. For a choice list, add Answer options with Add option: each option has a Stored value that never changes and a Localized label per language. Under Display conditions you can show the question only when the return reason or an earlier answer matches; without conditions it is always shown.
Returns communications
This screen shows the email, SMS and WhatsApp messages that shoppers receive about their return, for your account only. Open it from step 5 of the form designer.
Overview: every return event (for example Return requested) with one box per language. A tick means a published message; an empty circle means that language uses the fallback message. Switch between email, sms and whatsapp on the right. The counters show how many messages are live, in draft, outdated and via fallback.
Templates: pick an event, then edit, preview and test the message per language. Publish it to make it live; earlier versions stay in the history. Editing and sending tests are only possible when your role allows it.
Refresh: reloads the overview.
Tips and common questions
"A policy already exists for this sales channel. The latest policies were loaded; review them and save again.": someone else saved a policy for this channel at the same time. Check the loaded values and press Save again.
"This address is used by a policy and cannot be deleted.": choose another default return address in the policy first.
"Select an eligible merchant-owned return shipping method.": pick a method from your own connected UPS or PostNL account.
"QR code labels are not supported by any connected carrier.": choose Printable label or Email label and save.
Save stays grey in the policy: a fee is set to Fixed amount without an amount or currency, or the store credit bonus amount is 0.
Publish stays grey in the form designer: look at the Publication checklist and the numbers on the steps. A form needs a name, a URL slug, at least one reason, a language, an order source and an identity check.
"Complete missing languages and options before publishing.": every language of a reason or question needs its text, and a choice question needs at least one answer option.
Need help? Click Chat at the bottom of the Help Center.