Payments, Checkout & Orders
Can I manage returns?
Summary
Yes. Merchants can manage returns according to the return rules and policies set for their store. Customers can initiate refund, return, or cancellation-related requests from the website where allowed by the merchant's rules. The merchant remains responsible for reviewing requests, coordinating reverse logistics, approving refunds, and communicating with customers.
Who this is for: Merchants who want to understand how returns, return requests, refund requests, and post-delivery customer issues are handled in ShopIQ.
Can I manage returns in ShopIQ?
Yes. ShopIQ supports return-related workflows based on the merchant's configured rules and policies. Customers can initiate return or refund-related requests directly from the merchant's website where allowed by the merchant's rules. The merchant then reviews the request and decides the next step according to their policy.
Who sets the return rules?
The merchant sets the return rules. Return rules may define:
- Return window
- Eligible products
- Non-returnable products
- Product condition requirements
- Return shipping responsibility
- Exchange options
- Refund eligibility
- Replacement process
- Damaged product process
- Reverse pickup requirements
Can customers initiate returns from the website?
Yes. Customers can initiate return or refund-related requests from the website based on the rules configured by the merchant. This gives customers a structured way to request support instead of relying only on WhatsApp or phone calls.
Who approves returns?
The merchant approves or rejects returns. Before approving a return, the merchant should review:
- Order details
- Delivery date
- Return request date
- Product condition
- Product category
- Customer reason
- Return policy
- Refund eligibility
- Shipping responsibility
- Whether the item is used, damaged, customized, or non-returnable
Does ShopIQ pick up returned products?
ShopIQ does not pick up returned products. If reverse logistics is available through the merchant's connected logistics partner, the merchant may coordinate return pickup through that provider where supported. Otherwise, the merchant must arrange the return process manually.
How are refunds connected to returns?
A return may lead to a refund if the merchant approves the refund according to their policy. Refunds are processed through the merchant's payment gateway or agreed payment method. ShopIQ does not process refunds on behalf of the merchant.
Can customers exchange products instead of returning?
Exchange support depends on the merchant's policy and workflow. Some merchants may allow exchanges for size, color, damaged items, or product replacement. The merchant should clearly communicate exchange rules on the website.
Does return management consume AI credits?
Manual return management does not consume AI credits. AI credits are consumed only if the merchant uses AI to draft customer replies, summarize return reasons, analyze return trends, or generate return policy content.
What should merchants include in a return policy?
- Return eligibility
- Return window
- Product condition requirements
- Non-returnable items
- Exchange rules
- Refund rules
- Return shipping responsibility
- Reverse pickup process
- Refund timeline
- Damaged or wrong product process
- Customer communication process
Returns are the merchant's responsibility. ShopIQ provides software workflows, but the merchant must handle customer communication, product inspection, reverse logistics, refunds, exchanges, and compliance.