Returns and refunds, handled by the book

Returns are where support quietly costs the most money. Refund too easily and margin disappears. Refuse too quickly and the customer opens a chargeback or leaves a one star review. The right answer depends on your policy, the order and the customer, every single time.

What We handle

• Return requests: checking eligibility against your policy (window, condition, final sale items) and sending clear instructions.
• Exchanges: size and color swaps, with stock checked before promising anything.
• Refunds and store credit: processed in Shopify or your returns app once the conditions you set are met.
• Damaged and defective items: photos collected, replacement or refund offered according to your rules.
• Carrier claims: for parcels lost or damaged in transit, so you recover what you can.
• Saving the sale: offering an exchange or store credit first, where your policy allows it.

Your rules, written down

In the first week we write a short returns playbook together. It covers when we can refund without asking, the maximum amount, when a replacement is better than a refund, which discount we can offer to keep a customer, and which cases always go to you. It becomes the reference for every decision, and you can change it at any time.

Returns app or no returns app

We work with Loop, AfterShip Returns, ReturnGO, Shopify's built in returns, or a simple email based process if you do not use an app. Whatever the setup, every return is logged so you can see what came back and why.

Why it matters for your reports

Returns are one of the best sources of product feedback you have. Each week We group return reasons (sizing, quality, description mismatch, shipping damage) so you can see what to fix in your product pages, your packaging or your supplier orders.