Why has my «Returned value» gone down?

Because it now adds up what the buyer actually paid, with discounts already applied, instead of the catalogue price. If you sell with discounts or promotions, the earlier number was above reality. On orders without a discount nothing changes.

Does this change my return rate or my configured alerts?

No. The return rate counts requests and orders, and the configurable alerts measure a product's share of returns and the average resolution hours. Neither uses amounts, so their numbers and thresholds stay the same.

Which plan is the analytics dashboard in?

The Scale plan. Legal compliance and returns management keep working on the lower plans.

Is there anything I need to do?

Nothing for analytics: the calculation corrects itself. If you use return labels (Scale plan), check that your return address is complete under Settings → Return labels.

← What's new

What's newMerchant2 min read

Returned value now counts what was paid, not the catalogue price

The «Returned value (resolved)» card in Analytics (Scale plan) added up the catalogue price of the items, so it came out inflated on discounted orders: it now adds up the amount actually paid. In the same batch, your plan can no longer be downgraded because of a name we don't recognise, and «Approve + label» checks that your return address is complete.

The «Returned value (resolved)» card in the Analytics dashboard now adds up the amount the buyer actually paid, with discounts applied. It used to use the item's catalogue price, so in stores that sell with discounts the number came out above reality.

What changes in the «Returned value» card

When the buyer picks specific items from their order, returnEasier adds up the value of those items. Until now it took each line's catalogue price; as of today it takes the discounted unit price, which is what was actually charged.

If your store does not apply discounts or promotions, the number doesn't move.
If it does, you'll see a lower, more honest figure for the same period. No data is lost: it's the same return, valued correctly.
On older orders that didn't store the amount paid, we still fall back to the catalogue price.

You'll find the full context of the dashboard in the analytics and alerts guide.

Your plan is no longer downgraded by a name we don't recognise

returnEasier asks Shopify which plan is active in order to know which features to unlock. If the plan name Shopify returned didn't match any of ours — after renaming a plan, for instance — the app read it as "no plan" and could leave a paying merchant with the free plan's features.

Now, a plan we don't recognise means "leave it alone": your stored plan stays as it is. Cancellations and expirations still move you to Free, exactly as before, because those are a clear signal. An unrecognised plan no longer triggers the trial quota notices either, and the legal withdrawal button stays active in every case. To review how the plan is synchronised, see the changing plan and billing guide.

«Approve + label» checks the full address

Creating a return label with your own Sendcloud account (Scale plan) requires your keys and a complete return address. The previous check was satisfied as soon as an address existed, even with fields missing, and the failure showed up later, when asking Sendcloud for the label.

returnEasier now requires name, address, postal code, city and country before offering the action. If any of them is missing, you'll see the notice to configure Sendcloud under Settings → Return labels instead of an error halfway through. Details in the shipping labels with Sendcloud guide.

The audit trail, enforced in the database

Each request's history is a chain of events linked by hash: that's what lets you prove to an inspection that nothing has been altered. Until now, the chain being linear was a rule our code followed; from this release it is also a database constraint (a single link per previous link, and a single origin event per request). If anything tried to fork it, returnEasier stops instead of picking a branch.

There's nothing for you to do: your existing requests are unaffected, and the auditable export keeps flagging any chain with problems.

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When a shopper asks you to erase their data, every photo goes too

If a shopper exercises their right to erasure, returnEasier now deletes every photo they uploaded, including those on requests whose order Shopify keeps. Until now that case — the most common one — left photos stored until the retention period ran out.

What's new

Withdrawal emails now cite the law in their plain-text version too

The legal note stating which law your buyer withdraws under travelled only in the HTML version of the email. From today it is in the plain-text version as well, with the same sentence and the law that applies to your store.

What's new

Returns that meet your rules are now approved automatically (Pro plan)

Commercial settings gains resolution rules: tick the criteria you're happy with —reasons, days since delivery, photos, maximum amount— and commercial requests that meet all of them move to «Approved» instantly, with the customer email included. Everything else still waits for you.