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Defining Return Rules
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Return Rules

Return rules allow you to configure smart conditions to define what products and for how long they may be eligible for returns. Let’s take a closer look at the specific provisions available here:


Return window

This rule allows you to define the number of days after order fulfillment during which a product is eligible for return. The return window for a product begins when the order is fulfilled. 


So let’s say you’ve configured a Return window of 30 days. If the product is eligible for returns, a shopper would be able to initiate a return request any time during the 30 days after order fulfillment. An attempt to initiate a return for the product on day 31 would display a message indicating that the product is no longer eligible for return.  


Product exclusions


This rule allows you to define what products may be ineligible for return. You may set this up by simply specifying the product tags as set up in your store to identify these products. 


For example, discounted products may be easily set up as non-returnable items by simply including the Product tag used to identify them in your store. An attempt to initiate a return for such products would display a message indicating that the product is not eligible for return. 


Custom rules


Custom rules allow you to control eligible return methods (Refunds/Exchanges/Store credit) for specific products as defined by Product tags and/or Product IDs. It also allows you to define a custom return window for these products. 


So let’s say you want to disable Refunds on all products that were part of a sale. 

Navigate to Custom rules available under Return rules. 

Let’s call your rule “Sale”. Under Product Tag, you can add one or more tags used to identify these products in your store. It’s important that these tags match those you’ve used in your store. Also, be sure to add these as comma-separated values. 

You may instead enter or upload a list of Product IDs to define the products applicable for this rule.


Once the products have been defined via the Product Tag/Product IDs or both, you may specify the Return methods that you want applied to them. In this case, since you’re looking to disable Refunds, you may select just Exchange and Store credit as supported return methods. 

Additionally, you could also define a custom return window for the products specified in the rule. In the absence of a custom return window, the default return window (specified as part of Return Window) would apply here.

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