Frequently asked questions

One operator across returns, tracking, tickets, reviews, warranty, fraud signals, and recovery offers — inside the policies you set, with a trail on every case.

No. Those jobs share one case. A return can see a fraud signal. A review wait can see a late delivery. That is the product, not an integration.

The limit holds the action and prepares the case for you. Nothing above the line executes until you say so. Each store gets its own approval limit, set from its own orders: Eturns looks at your last 90 days and sets the cash limit where 75% of your orders fall at or below — between $50 and $2,000 (the Free plan stays at $50). Until you have 30 orders it starts at $150. Anything above your limit waits for you. Type your own number anytime and it stays yours — Eturns will only suggest changes.

No. Risk raises a score and a prepared plan. You decide. There is no block-customer action.

Not yet. Eturns works inside Shopify: your admin, the order page, Sidekick, POS, checkout and customer accounts.

The Eturns app and the customer portal are available in English and Hindi. This help center is in English.

Eturns handles regional tax and shipping rules for United States, United Kingdom, European Union and India.

No. Eturns opens the return in Shopify; the label or pickup comes from Shopify Shipping, your shipping app, or a label you attach yourself. Eturns emails it to your customer. See Return labels.

A decision is a completed merchant outcome — not an LLM call, a tool call, a provider retry, a webhook, a tracking poll, or an internal decision trace. The Free plan includes 50 completed decisions per billing period.

On every plan, new cases above your monthly decisions wait for you in Decisions until the next month or until you upgrade. Nothing is billed as overage — no surprise charges.

Upgrades start right away, and Shopify credits the unused part of your current plan. Downgrades take effect at the start of your next billing cycle, so you keep what you paid for. Shopify shows you the exact charge before you approve either.

There is no Shopify trial. Free is the evaluation path: 50 orders and 50 decisions per month, no card required. Upgrade when the queue outgrows Free.

Yes — every paid plan can be billed annually at 15% off twelve months, through Shopify.

Each paid tier is priced so the subscription can cover typical model spend at that volume, plus the desk, portal, and support that ship with it. Starter is for founder-run shops. Growth is the plan that replaces a stitched returns + tracking + review stack. Brand is for brands that need the highest volume.

By email — write to contact@eturns.app or use Get help in the app. Reply targets count business hours: Monday to Friday, 09:00–18:00 Singapore time (UTC+8). Free: help center + email, no set reply time. Starter: reply within 3 business days. Growth: reply within 2 business days. Scale: reply within 1 business day. Brand: reply within 4 business hours. These are targets, not a service-level agreement; there are no service credits. Live chat and a written SLA come later.

Shopify Billing handles sales tax for US merchants and VAT for EU merchants. For Indian merchants we register for GST and issue compliant invoices in INR with the CGST/SGST or IGST breakdown, unless you opt for the reverse-charge mechanism.

Coming soon rows are part of the plan and on the way, but not switched on yet. Beta rows are built and tested but not yet proven on live stores — one-click offers, for example, show after checkout once you choose Eturns under Settings → Checkout → Post-purchase page; without that, offers open as a checkout link. We mark them so you never pay for something that is not running. Everything without a badge works today. One-click offers are an example of a Beta row: Beta.

Not yet. Support from Eturns is by email. Coming soon Live chat and a written SLA come later. See Support.