Happy Returns, a UPS Company

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.

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.

As many others have said, for a free app to Paypal users, HR is a nice way to integrate automated returns for customers but it does have its limitations. Better options for managing defective items and ability to make changes to orders within the dashboard all need to be improved. Also I've had some difficulties with getting help from the customer support team, often having to email multiple times before getting a response. Overall, I'm happy with what happy returns has to offer but I look forward to them making improvements that address all of the functionality requests so many people have made.

Although the free service for pay pal stores is great, they recently instituted a $250.00 monthly minimum to utilize their return bar service which is what makes their process better than any of the others. They charge you per item when the customer drops off an item at one of the return bars which is fine but if you are not getting enough returns to get up to the $250.00 a month they bill you for the difference. Not great for all of us shopify new stores.