Return Prime:Return & Exchange

The app has added their own shipping rule to our cart and we can't remove it. We have used this platform for over 2 years with ongoing issues. Now uninstalling and moving to another platform.

Worst return portal we’ve used. Would not recommend.

The system charges customers for a return label per item and does not allow multiple items to be returned under one label, which creates unnecessary friction. It also does not allow us to include customer information on labels, which complicates processing on our end.

The biggest issue was reliability. Over several days, customers were purchasing return labels that consistently generated errors. During this time, we were advised it was being worked on, but there was no immediate resolution.

This resulted in a high volume of frustrated customers contacting us, and our team having to manually create return labels, explain the issue, and manage the fallout.

For a tool that is meant to streamline returns, it created significant extra workload and a poor customer experience, with a real risk of losing customer trust.

Everything works fine with Returns Prime. The system is easy to use and does exactly what it’s supposed to do. Customer service is very responsive — they reply quickly and genuinely help with solving any problems. Overall, a smooth and reliable experience.

We decided to try this app because of its high rating, but unfortunately the service does not match the number of stars at all. In fact, it makes me question whether those ratings are genuine.

Customer support is unreliable. They respond whenever they feel like it—if they respond at all—and the issues are rarely solved properly.
Yes, the app looks nice, but in real use you will constantly run into problems. Fixing those problems takes far too long, which costs us money and frustrates our customers.

I strongly do not recommend this app. It will waste your time and likely lead to negative feedback from your own customers.

How does this app have such high ratings except if they are fake? I've been struggling with it for over year with glitches and especially during the busiest time of year it completely failed. Instead of making the return process easier and hands free, I have been tripling my effort dealing with angry customers that never receive their automated communications and assume they are being ignored. Return App only kept saying they were all sent. This wasn't once or twice, this was with dozens of customers. It has also changed my settings without any notice or authorization several times. I have reached out to support +10 times and they only fix it temporarily while pretending there was never an issue to begin with. Never any price break on days/weeks that it doesn't work, only upselling a higher plan anytime I open the app. Complete waste of time and money.

Never completed the onboarding process cause their support team is not responsive and doesn't keep to their schedule. The live chat service can be a hit and miss sometimes. We scheduled a call and their staff never showed up. Don't have much confidence in them.

After searching for a long time for the right returns & exchanges app, I finally found the perfect one.
The customer support is amazing fast, helpful, and always available when needed.
The interface is super clear and easy for customers to navigate, which made a big difference for us.
Definitely the best solution we’ve used on Shopify.

ReturnPrime has been a great addition to our Shopify store. The setup was quick, the interface is clear and easy to use, and it significantly improved our returns and exchanges workflow. The automation saves us time, and the customer experience around returns feels much more professional. Their support team is responsive, knowledgeable, and genuinely helpful whenever we need assistance. Highly recommended for any Shopify store looking to streamline post-purchase operations.

After testing four different return and exchange apps for Shopify - Redo, Exchange It, Rich Returns, and Return Prime - I can confidently say there was a clear standout: Return Prime.

I started with Redo, which had been recommended by a few merchants in an eCommerce coaching group. However, several people mentioned ongoing issues with how refunds and fees were being calculated on the backend, and that support was painfully slow. I also found their pricing to be on the higher side.

Next up was Rich Returns, which looked promising at first. Unfortunately, after some customisation and work on installing and customising this app, I found the mobile UX was a deal breaker - it hid product thumbnails so you had to scroll to the right (without any obvious indication that this was what you needed to do) during exchanges, making the experience confusing for customers.

Exchange It had its merits too: it’s simple, affordable, and would probably work fine for smaller operations. But it was far too manual for what we needed.

By the time I’d installed and customised all four apps, I had a good understanding of what was out there - and Return Prime was easily the winner.

Here’s why:

Exceptional support: Priyanka, who handled our onboarding, was outstanding. She not only responded quickly but also coordinated with their dev team to handle all of our customisation requests - from brand styling to UX tweaks. I was genuinely impressed by how much flexibility the app offers and how wiling they were to accommodate my changes.

Transparent and flexible pricing: We’re a seasonal fashion brand, so our return volumes fluctuate. The Return Prime team worked with us to adapt pricing around our seasonal changes - a huge plus.

Strong product performance: The app just works, and it’s produced tangible results.

I was initially hesitant because of a few negative reviews - especially one that mentioned issues with automated refunds to past customers. After discussing it with Priyanka, I realised the issue was due to incorrect automation setup by that user during onboarding, not a fault in the app itself.

The results speak for themselves after 2 months:

- Return rates down 16–21%
- Exchanges up 38%
- Store credit usage up 150%
- Return fees generating roughly $1,600/month in new revenue
- Noticeable improvements in warehouse efficiency and customer service workflows
- Higher customer satisfaction scores
- Tip - use any Ai tool to analyse your store credit breakage (it'll get you to export some data from Shopify). It helps you to feel more confident about offering a store credit bonus incentive

I rarely leave long reviews, but Return Prime truly deserves it. The combination of value, support, and real business impact has been exceptional. We couldn’t be happier with the outcome.

Marie Claire was wonderful in helping me fix what I messed up! She was patient and walked me through a lot to get my website return set up properly.