For your store
Install, configure and manage returnEasier from your Shopify admin.
Setup & getting started
How do I install returnEasier and complete the initial setup?
After you install returnEasier from the Shopify App Store, a five-step wizard gets your store ready in under three minutes: language and country, product type, returns policy, activating the withdrawal button and choosing a plan. Here is each step, field by field, with its default values.
What does the returnEasier home dashboard show?
The home dashboard is your starting point: a greeting, the “Your plan usage” card showing how many returns you have used, a setup checklist confirming that everything is ready and the notice about your quota (the trial returns on Free, your monthly usage from 80 % on the paid plans). From the side menu you reach the returns inbox, the settings and the plans.
Button & blocks
How do I turn on the withdrawal button in my Shopify store?
returnEasier adds the withdrawal button as official Shopify theme blocks. You get two: the App Embed (a bar visible on every page) and the «Withdrawal link» App Block (a discreet link or button you place in a theme section, typically the footer or header). You turn them on from the theme editor, without touching code.
How do I add the “Manage return” block to my store?
The “Manage return” block is the entrance to the Commercial Flow (returns, exchanges and store credit), separate from the legal withdrawal button. It is an App Block you place in any theme section —such as a footer column— and it only appears on Pro plans and above. Here are its settings and how to activate it.
Managing requests
How do I handle a withdrawal request from the dashboard?
Every request lands in your returns inbox with the legal deadline already running. From the detail view you mark it as processing, mark it as received and process the refund in Shopify with one click; every action is kept in an append-only, hash-chained record.
How do I handle an exchange, store credit or commercial refund?
In the Commercial Flow (Pro and above) you do approve or reject requests, and depending on what the customer asked for you resolve them with a refund, an exchange, store credit or an exchange purchase. Each action has its own conditions: store credit needs a customer account, you fulfil the variant exchange yourself in Shopify, the commercial refund does not include shipping and the exchange purchase pays for itself in the Shopify checkout. Here is each one.
Plans & billing
What plans does returnEasier offer and how much do they cost?
returnEasier has four plans —Free, Compliance, Pro and Scale— plus a bespoke Enterprise plan. Prices run from 0 to 79.99 USD a month, with a −20% discount if you pay for the year up front. The withdrawal button is on every plan, including Free. Pro and Scale add the commercial flow (exchanges, store credit, rules) and Scale adds shipping labels and multi-language support.
How many returns does my plan include and what happens if I reach the limit?
Each paid plan includes a monthly return volume: 25 on Compliance, 100 on Pro and 400 on Scale. The Free plan comes with a one-off allowance of 3 trial returns. When you cross 80, 90 and 100 % of the monthly allowance we warn you by email and with a banner on the dashboard. Whatever happens with your allowance, the withdrawal button is never blocked: it is a legal obligation.
How do I change plan and how does billing work?
From "Plans" in the app menu you press "View plans on Shopify" and choose or change your plan on Shopify's plans page. Shopify handles the charges, trials, proration and cancellations; plans are charged in USD and Shopify shows you the equivalent in your local currency. returnEasier reads your active plan and brings the admin up to date when you open the Home page or the Plans page; the customer portal updates on its own within 5 minutes at most, and the block on your store also needs that visit to the admin.
Settings & customization
How do I generate Sendcloud return shipping labels?
Sendcloud shipping labels are part of the Scale plan. You connect your own Sendcloud keys under Return labels (returnEasier validates them live), set your return address, the carrier and the default weight, and from each request's detail you generate the label as you authorise the request. returnEasier creates the label, makes it available to you as a PDF and sends it to the customer with the tracking number.
How do I configure the commercial return rules?
Commercial rules are part of the Pro plan. Under Commercial settings you set the commercial window (1–60 days, 30 by default), who pays for the return shipping, whether you offer an exchange, store credit or an exchange purchase (choosing any product from the catalogue), the optional extra credit (a percentage added when choosing the exchange purchase or store credit), which product tags are excluded and auto-approval: requests that meet all your criteria (reasons, days since delivery, photos, maximum amount) are approved on their own. The refund is always offered; the rest is optional. These rules are independent from the 14-day legal withdrawal.
How do I configure the legal withdrawal policy and the exceptions?
The legal withdrawal policy is configured in the onboarding wizard: country and language, product type, contract type (goods, services/digital or both) and who pays for the return shipping. The period is 14 legal days, fixed by the Directive: it is neither asked for nor changeable. The contract type decides when that period starts counting and the wording of the emails and the PDF. The language and the country are edited later from Settings; everything else has no edit screen in the menu: you change it by reopening the wizard through its address or by writing to support.
What can I customise about the look of the button and the PDF?
You can customise the look of the withdrawal button from the Shopify theme editor: its colour and its position («Footer» (recommended), «Header» or «Floating button»), and in the «Withdrawal link» block also the style (link or button) and the alignment. If you do not set a colour in the theme editor, the button uses the colour you chose in the setup wizard. In addition, from the Pro plan onwards the acknowledgement PDF, the customer portal and the emails carry your brand: your shop's trading name and your primary colour; on Free and Compliance they carry returnEasier branding.
Which languages does returnEasier work in and how are they chosen?
returnEasier speaks seven languages: Spanish, English (EU), Portuguese, Catalan, Italian, French and German. On the Free, Compliance and Pro plans your shop is monolingual: you choose one language in the onboarding wizard —and you can change it whenever you want from the app's "Language" page— and the whole portal, the legal templates, the emails, the magic link and the PDF go in that language. On the Scale plan the portal serves all seven with automatic detection of the customer's language, and the acknowledgement and the emails for each request go in the language the customer made it in (except for requests made before 14 August 2026: withdrawals follow the language in which their acknowledgement was issued, which was your shop's, and new notices for commercial returns follow your shop's current language).
What do the analytics show and how do I configure alerts? (Scale)
The Scale plan includes the returns analytics dashboard —totals, resolved, average resolution time, returned value (resolved) per currency, time trend, most-returned products, reasons and split by resolution, with 30-day, quarter or year ranges— and the configurable alerts: watch a product's returns percentage or the average resolution time, and receive an email and an in-app notice when your threshold is exceeded. They are evaluated daily and are not repeated until 7 days have passed.
Compliance & records
What is the audit log and how do I export my auditable history?
The returnEasier audit log is an append-only record of every request and every event, chained with SHA-256 hashes. From Compliance → Export audit you can download a ZIP with two CSVs, the withdrawal confirmation PDFs and an integrity file. Up to 1200 requests per export: the download link appears on screen and, between 101 and 1200, it is also emailed to you.
What emails does returnEasier send and to whom?
returnEasier sends eleven types of email: the magic verification link, the withdrawal confirmation (with PDF), the status changes (approved, received, refunded…) and the two for shop-for-exchange (pay the difference and payment received) go to the customer; the new-request notification, the quota warnings (80/90/100 %), the plan-upgrade suggestion, the analytics alerts (Scale plan), the auditable-export link and the GDPR access export go to you. They all go out via Brevo, with servers in the EU. The shopper's emails go out in their language (the one the portal was in when they confirmed the request); yours, in your store's language, except for the two compliance ones, which currently go out in Spanish.
What does the withdrawal confirmation PDF contain?
The withdrawal confirmation PDF is the legal proof of the customer's withdrawal. It includes the unique identifier, the customer and order data, the date in local and UTC time, the products, the next steps according to the type of contract, the Article 11 bis legal notice and the SHA-256 hash. It is generated in the language the customer made the request in (on the monolingual plans, your store's), stored in Cloudflare R2 (EU) and attached to the confirmation email. Its look adapts to your plan (from Pro onwards it carries your shop's name and your primary colour); the legal content is identical on every plan.
How does returnEasier comply with the GDPR for your customers' data?
returnEasier stores all personal data on servers in the European Union and responds to Shopify's GDPR webhooks: the access request exports the customer's data, the customer redaction anonymises their personal information and the shop redaction deletes everything 48 hours after uninstalling. In addition, a weekly task automatically anonymises personal data older than 5 years. The audit log is kept as legal proof of compliance with Article 11 bis.
Account & support
What happens to my data if I uninstall or cancel returnEasier?
Cancelling the plan and uninstalling the app are different things. When you cancel, the app stays installed and drops to the Free plan, keeping your configuration and your history. When you uninstall, returnEasier deletes the sessions instantly and, 48 hours later, anonymises the customer data and deletes the files. The audit log is kept as legal proof. Export your history before you leave.
Troubleshooting: the button does not appear, the refund fails and other cases
A quick guide to the most common returnEasier problems: the withdrawal button does not appear in the store, the refund fails, the shipping label is not generated, the confirmation email does not arrive or the plan does not sync. For each case, the most likely cause and how to resolve it step by step.