Return Order

Return Order Settings

Let customers place return order request themselves on Frontman, without having to bother your support staff, once the order is delivered. Create return order conversational flow in customer journey.

• Automatically tag order after getting user return request:

  • Orders will be tagged with "customer-return" upon receiving a return request.

  • If return reasons are enabled, an additional tag will be applied based on the selected reason.

  
• Automatically tag order with "cannot-return" if the order contains product that has tag "cannot-return"

  • Products with the "cannot-return" tag will prevent the entire order from being returned, even if other products are returnable.

    
• Email notification when customer request for return:

  • An email notification will be sent to the store contact email address ([e-mail]) whenever a customer requests a return.

    
• Initiate a refund on a return order:

  • This initiates a workflow to process a return and issue a refund if the customer selects "I want to return."

    
• Ask user to select cancellation reasons:

  • Customers can choose a reason for returning an item from a list of up to 10 predefined options. Each reason has a corresponding tag applied to the order.

    
• Return deadline:

  • Set the number of days (0-30) after order delivery within which customers can request a return.

    
• Reason selection for return: You can configure up to 10 reasons for customers to choose from when submitting a return request.

• Notify Customer:

  An email for a return request is sent out to customer when they initially submit a return request and wait for your approval

  • Configure automated email notifications to keep customers informed about the status of their return request. Here's an example email template you can use:

    Subject: We've Got Your Return Request!

    Body:

    Dear {{first_name}},

    Thank you for your recent order and return request.

    Here are the items included in your return:

    {{item_details}}

    Our team will review your request within 2 business days and respond accordingly. You'll receive a follow-up email with further instructions.

    Kind regards,

    The {{shop_name}} Team

    Note: You can customize this template to match your brand voice and include additional details as needed.

  
• Return deadline: You can define the timeframe (in days) after order delivery within which customers can request a return .

Delivery Date Consideration:

For the return request functionality to work correctly, your store needs to accurately set the fulfillment status for orders. If the system cannot detect a "delivered" event, it will use the last fulfillment update date. If your store doesn't consistently update fulfillment status as intended, consider adding a buffer of a few days to the return deadline you set.