Happy Returns, a UPS Company

As a larger DTC Brand, HappyReturns is more than just an app, they're a wonderful partner. Technically speaking, integration with Shopify was easy and seamless (about a day of configuration work). Their onboarding team is fantastic (Hope is the best) and helped us through trickier technical implementation with our ERP/WMS. After the installation is what really matters, though. HappyReturns Return Bars, Returnista Apps, and mail rates have help save us materially save on carrier fees, labor, and customer service time. If you're a retailer of any appreciable size, you absolutely must be looking at this service.

Our onboarding experience has been great, and we had an easy time setting everything up! It integrates well with Shopify and while we're not looking forward to getting our first return, we know it will be in good hands with Happy Returns!

Stay away. Not interested in working with majority of Shopify merchants anymore. They are clearly now focused on mega merchants with tons of returns.

Similar to a previous review, during the initial call you are told you can make customizations and all the great features when in reality, there is very little customization you can do. The on-boarding team is really unhelpful and not knowledgeable of their own product. The on-boarding team member we were set up with could not answer any of the questions we had and we had to follow-up several times to receive responses. Setting up Happy Returns took several weeks of back and forth which was incredibly frustrating. This solution will work for now as it is free with PayPal but definitely not a long term solution.

As others have said, being a free model if you're a PayPal customer makes this app very appealing and frankly it functions well once set in place. I feel it's on a good trajectory to be great as long as PP continues to add features and I'm overall please with the app so far. As with most complex app processes, it takes some work to get setup properly and if you have a 3rd party to integrate with, it will take having some knowledge on your side to make it work well. You cannot count on Happy Returns support to know your specific integration needs, so its up to you as the merchant to take the responsibility to customize and integrate to your expectations. I find it works well when setup properly and overall provides a very intuitive experience for my customers.

Although the service dashboard provides a quick overview of returns for customers and staff, it lacks some fundamental features that would make it great. One major issue is that you can't edit, archive, or cancel an existing return, which can be problematic.

Suppose a customer requests a return, but then realizes they made a mistake or changes their mind. In that case, you can't modify the existing return, and you have to start a new one, leaving the old one sitting in the system indefinitely.

This lack of functionality can cause confusion and miscommunication, especially when different people are handling returns and talking to customers. For example, if a customer initially requested a refund but then wants to exchange the item, you need to create a duplicate return in the system. However, if the customer accidentally used the paperwork for the refund instead of the exchange, your return department may issue a refund instead of an exchange, leading to upset customers and extra work for customer service representatives.

To avoid such issues, it would be helpful to have a way to archive/hide a return in the admin or mark it as canceled, even if it doesn't change anything on the Shopify side. Additionally, there's no way to pre-set actions for a return, such as waiving the return processing fee. Instead, you can only enter notes into the return and hope that the rep who processes the return sees them. During busy periods like the holidays, this can become a significant problem. Therefore, adding such functionality would be a great improvement to the service.

In summary: It is great for a solopreneur or stores with a return volume too low to warrant a more robust system.

My team and I have felt this app is beneficial in automating customer returns. My only piece of feedback is the applicability of copying settings across multiple stores, as we manage quite a few Shopify instances.

Overall very happy though!

I appreciate the super simple process from the customer side but from the brand side, we are not notified when a return or exchange is started so customers may wait for a time before their return/exchange is actually credited. We've reached out several times without any replies.

Fantastic app with an appealing PayPal offer. However, it won't work for you if you're outside the US/Canada. Additionally, the customer service is slow and hasn't been much help. So, all EU stores should consider looking elsewhere.

This app was initially a 4 star for me, losing one star because processing a return does not automatically restock inventory, requiring an additional step outside of the Happy Returns portal. The drop to 2 stars is because they do not make it abundantly clear that when using the Happy Returns Fedex account to generate return labels, you are NOT allowed to file a claim with Fedex for a lost package. Even in the event where Fedex is clearly in possession of the return package, and loses it along the way, you have absolutely no recourse due to Happy Return's contract with Fedex.