Help, whenever you need it
Eturns lives inside your Shopify admin. If you’re just getting started, begin with your first day. Everything else is here for when a question comes up.
On this page
Your first day
You only do these once. Each one takes a few minutes, and each has a guide if you want the detail.
Install from Shopify
Install on Shopify opens Shopify’s install screen and adds Eturns to the store you’re signed in to. You start on Free, which includes 50 orders and 50 decisions a month, so you can try it on real orders.
Finish the setup guide on Today
The first time you open Eturns, Today shows four short steps: returns on your store, who decides, what customers see, and your first case. You can hide the guide, and it comes back later if a step your customers notice is still open.
Start in copilot mode
Every store starts in copilot mode. In Policies it’s called You approve each case. Eturns gets each case ready, and no money moves until you approve. Open Decisions, read why Eturns chose each option, then approve, change or decline.
Set your rules once
Your rules live in Policies: who decides, how returns run, and what customers see. Each case keeps the rules it was decided under, so a change you make tonight never rewrites this morning’s answers.
Know how labels reach your customers
Your customer needs a way to send the item back. Eturns opens the return in Shopify, and the label or pickup comes from Shopify Shipping, the shipping app you already use, or a label you attach yourself. Eturns emails it to your customer as soon as it arrives. It doesn’t buy labels or book couriers.
Know where help is
Stuck on something? Email contact@eturns.app or choose Get help in the app, and a person on our team will answer. We reply by email during business hours: Monday to Friday, 09:00–18:00 Singapore time (UTC+8). These are targets, not a service-level agreement; there are no service credits. Live chat and a written SLA come later.
Already installed? Open it from Shopify adminAppsEturns.
Start
- Install EturnsAdd Eturns to your Shopify store, see every permission it asks for in plain words, and know what happens in your first few minutes.
- Your first day with EturnsWalk through the four-step setup guide on Today: what each step asks of you, and what actually marks it done.
- Customer portal & theme setupPut returns, tracking and help where your customers already look: your theme, their account, the thank-you page, your Shopify emails and your inbox.
Using Eturns
- Today, Decisions, Impact and PoliciesA quick tour of the four Eturns tabs: what each one is for, what you do there, and where to find Plan & billing and Get help.
- Policies: your rules, limits and who decidesChoose how much Eturns may do without asking you: who decides, your money limits, photo and risk rules, team seats, and how returns run.
What Eturns handles
- Returns & exchangesWhat happens from the moment a customer asks to send something back to the refund, exchange or store credit, and where you come in.
- TrackingHow your customers follow their parcel without having to email you, the updates they get, and the few delivery problems that come to you.
- TicketsHow Eturns sorts your customers’ emails, drafts replies in your shop’s voice, and keeps track of how long each customer has been waiting.
- ReviewsHow Eturns asks for a review after things go well, and drafts replies that wait for you in Decisions.
- WarrantyHow a warranty claim goes from your customer’s photos to a replacement, what happens to the faulty item, and where claims wait for you.
- Risk checksHow Eturns spots returns and claims that look off and brings them to you with its reasons. It has no way to block a customer.
- Recovery offersHow Eturns suggests more products right after checkout, on the thank-you page, on every plan.
Account
- Plans & billingFind the plan that fits your store, change it through Shopify, and know what happens when you use up your decisions for the month.
- Data, privacy & securityWhere your store’s data lives, how it’s kept apart from every other store, what Eturns writes down about each decision, and where the legal details are.
Help
- TroubleshootingSomething not working? Fix the most common problems yourself: new permissions, setup steps that stay open, seats, plans, labels and offers.
- Frequently asked questionsQuick answers about what Eturns does, plans and billing, what Beta and Coming soon mean, languages, markets and return labels.
- Support from EturnsStuck or unsure? How to reach a person on the Eturns team, our business hours, and when to expect a reply on your plan.
Still stuck? Email contact@eturns.app and someone on our team will get back to you.