The commercial rules are part of the Pro plan. Under Commercial settings you set the commercial window (from 1 to 60 days, 30 by default), who pays for the return shipping, whether you offer an exchange, store credit and/or an exchange purchase (choosing any product from the catalogue), the optional extra credit to incentivise exchanges and store credit, and which product tags are excluded. The refund is always offered; the rest is optional. All of this is independent from the 14-day legal withdrawal, which works on all plans.
What the commercial rules are and which plan activates them
returnEasier separates two flows: the Legal Flow (the Article 11 bis withdrawal button, on all plans) and the Commercial Flow (voluntary returns with exchange, store credit or commercial refund), which is activated from the Pro plan onwards. The commercial rules only configure the second one. On lower plans, Commercial settings appears with a notice to upgrade and the fields disabled.
The settings, one by one
Commercial window (days)
How many days from delivery a customer can request a commercial return. It goes from 1 to 60 days, 30 by default. The maximum is 60 because the Shopify API, without special permissions, only returns orders from the last 60 days. It is independent from the 14 legal withdrawal days.
Who pays for the return shipping
Two options: The shop (recommended for conversion) or The customer. It is the shipping policy for the commercial flow; the legal flow has its own configuration (in the onboarding wizard).
Offer product exchange
A checkbox, off by default. If you turn it on, the customer can choose another variant in stock instead of the refund.
Offer store credit
A checkbox, off by default. If you turn it on, the customer can choose credit in your shop instead of the refund. To avoid duplicating credit there is a safeguard: if the order does not have an associated Shopify customer, the store credit is not offered.
Offer swap for another product (Shop for an exchange)
A checkbox, off by default. If you turn it on, the customer can turn their return into credit and choose any product from your catalogue —not just another variant of the same item—, paying the difference if they choose something more expensive. How the payment flows and its statuses are explained in the commercial actions.
Extra credit (bonus)
An optional incentive so that the customer prefers an exchange or store credit over the refund. You configure it with four fields:
- Enable extra credit: a checkbox, off by default.
- Extra percentage (%): from 0 to 100; it is calculated on the value of the return (for example, +10 % on 50 is 5 of extra credit).
- Maximum amount (optional): a cap on the extra credit, so that a large order does not blow up the incentive.
- Where does it apply?: exchange and store credit, exchange only or store credit only.
The customer sees it as a clear notice ('Get X % extra credit…') when choosing the resolution. Two deliberate limits, to avoid abuse and small print: the extra credit never applies to the money refund or the legal withdrawal, and it does not turn into store credit if it is not spent —if the exchange basket costs less than the credit, the store credit for the difference is calculated only on the returned value, without the extra.
Excluded product tags
A list of Shopify tags separated by commas (for example ropa-interior, precintado). Products with those tags cannot be returned through the commercial flow. returnEasier cleans up and deduplicates what you write. The legal withdrawal is not affected by these exclusions.
Refund, exchange and store credit: what is offered
The refund is always available (parity of access): it cannot be disabled. The exchange, the store credit and the exchange purchase are optional and only appear for the customer if you turn on their checkbox. How the merchant handles each resolution is explained in the commercial actions article.
The boundary with the legal policy
It is worth remembering the separation: these commercial rules do not touch the right of withdrawal. The legal button stays active on all plans and for all products, regardless of your commercial window or your exclusions. The legal policy (14-day window, who pays for the withdrawal, contract type and exceptions) is configured in the onboarding wizard, not here.