Ellis for Returns & Exchange Management

Overview

What does Ellis for Returns do?
Ellis reviews your returns setup against your store's data and recommends changes. When you turn on a recommendation, Ellis runs that process automatically, within the rules you set. Returns that need your team, such as sensitive cases, exceptions to your rules, or returns Ellis flags as risky, still go to your team.

Why opt in to Ellis for Returns?

• Less manual work: Ellis approves eligible refunds, exchanges, and store credit automatically.

• Smarter rules: Return windows, label cancellation, and return reasons are tuned to how your customers actually return items.

• Fraud protection: Ellis checks return photos and flags high-risk returns for review.

• A branded portal: Ellis suggests portal backgrounds taken from your store.

Where Ellis makes smart recommendations?

• Return Methods: Automation for refunds, exchanges, and store credit

• Return Rules: Return windows, label cancellation, photo checks, and other rules

• Portal Customization: The background of your returns portal

Where do recommendations take effect?

• Returns portal (for shoppers): Shoppers see the updated return windows, return method descriptions, and portal background when they start a return.

• Manage Returns dashboard: Ellis highlights returns it rates as high or medium risk so your team can review them.

How does it work:

1. Recommendation: Review Ellis's recommendations in the Returns tab of the Ellis recommendations page.

2. Configuration: Turn on One-Click Return Config in OneReturn Configurations.

3. Setup: On each setup page, turn on the recommendations in the Ellis Recommendation panel.

4. Go live: Ellis automates eligible returns and highlights risky ones in Manage Returns.

Before you begin

• Administrator access to OneReturn Configurations and Returns and Exchanges [CONFIRM]

• Your return policy, so you can check the windows and rules Ellis suggests

Step 1: Review the Ellis recommendations

• What: Ellis lists its returns recommendations on the Ellis recommendations page.

• Why: You can see what Ellis found and what it will automate before you approve it.

How

1. Open the Ellis recommendations page, and select the Returns tab.

2. (Optional) Search, or filter by priority, status, or type. Each recommendation shows a priority label: High Priority, Medium Priority, or Low Priority.

3. Recommendations are grouped by status:

   • Needs your OK: Ellis needs your approval before it automates the process. Select Review and approve.

   • Ellis is handling these: The recommendation is Live, and Ellis is automating the process. Select View details.

4. Before you approve, review the recommendation details:

   • Status and area: For example, Pending · Return rules. [CONFIRM]

   • What Ellis noticed: What Ellis found in your store.

   • Why it matters: The impact on your shoppers and team.

   • What you do: The action required from you.

   • What Ellis does: What Ellis automates after you act.

   • What to expect: The result after the recommendation is applied.

   • Confidence: How confident Ellis is, for example 90% High. [CONFIRM: modal fields for Returns]

Each recommendation's action opens the setup page where you turn it on:

• Refund Automation, Exchange Automation, Store Credit Automation, Store Credit Bonus Description: Returns and Exchanges > Return Methods

• Return window (days), High Value Customers, Seasonal Return Window, Auto label cancellation, Product exclusions, Block a customer, Return Reasons, AI Image Validation, Custom rules, Manual Review Below Threshold: Returns and Exchanges > Return Rules

• Background suggestions: Portal Customization > Brand assets

• Auto approve for low value returns: OneReturn Configurations

What happens next: Turn on One-Click Return Config in OneReturn Configurations.

Step 2: Turn on Ellis on the configuration page

• What: The One-Click Return Config toggle turns on Ellis for Returns.

• Why: Ellis must be on before it can automate returns.

How

1. Go to OneReturn Configurations > Returns.

2. Turn on One-Click Return Config.

The panel shows two lists:

• Needs your input: Recommendations waiting for your approval. Select Review to open them on the Return Rules page.

• Ellis handles: Processes Ellis automates:

  • Longer return windows for high-value customers, based on order history

  • Photo checks, which flag returns with AI-generated or mismatched photos and hold the label until your team reviews them

  • Risk tags on returns that show risk indicators

  • Resolutions based on the delivery, such as a replacement for an item that arrived damaged or store credit for one that arrived late

Auto-approve low-value returns
 On the same page, you can let Ellis approve low-value returns automatically. Reviewing them by hand takes time away from returns that need attention. Ellis suggests a threshold based on your store's data.

1. Turn on Auto approval for low value returns.

2. Check the threshold in Auto approve if return value is under $.

3. Select a trigger in Trigger auto-approval.

4. Select a Return resolution: Refund, Exchange, or Store Credit.

5. Select Apply.

What happens next: Turn on recommendations on each setup page.

Step 3: Turn on recommendations on the setup pages

3.1 Return Methods

Go to Returns and Exchanges > Return Methods, and select the Methods tab. Each return method card has an Ellis Recommendation panel.

Important: Automatic approval happens when the return shipment reaches the in-transit tracking event, before the item arrives at your warehouse.

• Refund Automation: Refunds are currently processed by hand. When on, Ellis approves eligible refunds automatically at the in-transit event.

• Exchange Automation: Exchanges are currently processed by hand. When on, Ellis approves eligible exchanges automatically at the in-transit event.

• Store Credit Automation: Store credit is currently processed by hand. When on, Ellis approves eligible store credit returns automatically at the in-transit event.

To turn one on: switch on the toggle in the Ellis Recommendation panel, check that Issue … automatically is selected, and select Save & Apply.

Store Credit Bonus Description
 Your store credit bonus is on but has no description. Once added, shoppers see the description in the returns portal, for example $5 bonus per return applicable. To apply it, enter the description in Method Description, and select Save & Apply.

3.2 Return Rules

Go to Returns and Exchanges > Return Rules. In the Ellis Recommendation panel, turn on the main toggle to turn on every recommendation, or turn on individual ones. If only some are on, the toggle shows Partially on. When you turn on a recommendation, Ellis applies the suggested settings and runs the rule automatically. To change the settings, edit the rule card lower on the page, at any time.

• Return window (days): Ellis suggests a window that matches how customers actually return items. Shoppers can start a return only within that number of days. To edit, change Days since order fulfillment. Example: most returns arrive within 20 days, so Ellis suggests 30 days instead of 90.

• High Value Customers: Ellis picks out high-value customers from their order history and gives them extra return days automatically. No values needed; turn it on or off in the Return window (days) card. Example: a loyal customer can return on day 38 when the standard window is 30 days.

• Seasonal Return Window: Ellis extends the return deadline for holiday orders. It sets the dates from your order calendar and updates them each season. To edit, change Order Start Date, Order End Date, or Return Deadline. Example: a gift ordered on November 28 can be returned until January 31.

• Auto label cancellation: Ellis cancels labels that go 14 days without a scan. To edit, change Days for auto cancellation. Example: a label created on March 1 and never used is canceled on March 15.

• Product exclusions: Ellis suggests product tags for items that can't be returned. Shoppers see this in the returns portal. To edit, add or remove tags in Product Tag (comma-separated), or change Your Store. Example: items tagged final-sale can't be returned.

• Block a customer: Ellis suggests blocking customers with repeated high-risk returns. Customers on the list can't start a return. To edit, add or remove addresses in Email Address (comma-separated). Example: a customer with six high-risk returns can't start a new one.

• Return Reasons: Ellis merges duplicate reasons and requires photos for damage claims. Shoppers see the updated list and must upload a photo for the reasons Ellis selects. To edit, select a reason's edit icon to open Custom settings, then change Child Reason, Cost of return, Image upload, or the label options. To add a reason, enter it in Define reason(s), and select +. Example: Size issues and issues with size become one reason, and received damaged product requires a photo.

• AI Image Validation: Ellis checks every return photo as it arrives. Matching photos go through. Photos that don't match are flagged in Manage Returns, and the label is held. To edit which reasons need a photo, go to Return Reasons > Custom settings > Image upload. Example: a photo of a different product is flagged, and the label is held.

• Custom rules: Ellis removes or turns off inactive or overlapping rules; the rules you need stay on. To edit, select Add new rule to create one, or use the toggle, edit icon, or delete icon on existing rules. Example: an inactive product value less than 50 rule is removed because auto-approval already covers it.

• Manual Review Below Threshold: For returns under a set value, shoppers see shipping instructions instead of a label, and your team checks those returns by hand. To edit, change Show this message if return value is under $, or update Shipping Instructions. Example: for a $12 return, the shopper sees shipping instructions instead of a label.

3.3 Portal Customization

Background suggestions: Ellis suggests background images taken from your store, so your returns portal matches your brand.

1. Go to Portal Customization > Brand assets.

2. In Background suggestions, select an image.

3. Select Save.

Shoppers see the image as the returns portal background.

Step 4: Ellis goes live

• What: Ellis automates eligible returns and highlights risky ones for your team.

• Why: Your team spends time only on returns that need a decision.

When a return is started, Ellis evaluates it. It highlights high-risk and medium-risk returns in the Manage Returns dashboard and holds them there for your team.

Risk tags

• High: The return shows strong risk indicators. Review it before you act.

• Medium: The return shows moderate risk indicators. Review it to confirm the outcome.

• Low: The return shows few or no risk indicators. Ellis processes it within your rules. 

Return details panel
 Select a return ID to open the panel. It shows:

• AI Signal: The risk level and score (for example, High risk | Score 23) and the signals behind it, such as unusually high return activity, exchange abuse, or linked accounts. Expand a signal group to see what Ellis found.

• Return progress: Requested, In transit, Arriving, Received

• Customer and item details: Customer name, order ID, returned items, and return reason

• Return Summary and Payment Summary: Price, restock fee, shipping, total credits, and payment method

Take action

• Approve or Reject: Set the outcome for each returned item.

• Generate Label: Release the return label.

• Cancel Request: Cancel the return.

Give feedback
 In What did you find on this return?, select Confirm fraud, Not fraud, or Not sure. You can add a note. Your answer helps Ellis learn your store's patterns; it doesn't change the return's status.

Manage Ellis for Returns

• Change a recommendation's settings: Edit the rule or method card on its setup page at any time.

• Turn off a recommendation: Switch off its toggle in the Ellis Recommendation panel.

• Turn off Ellis for Returns: Turn off One-Click Return Config in OneReturn Configurations > Returns. 

Need help?

Contact support@lateshipment.com, or submit a ticket from the Help Center tab in your dashboard.