Customer portal & theme setup

Add a block to your theme

Eturns adds blocks to your Online Store theme. They appear in the theme editor under the Eturns storefront app. To add one:

Online Store→Themes→Customize→Add block→Apps→Eturns storefront

Then pick the block you want and choose Save:

• Eturns after-sales hub — one card for returns, tracking and warranty. A good first choice for a returns or help page.
• Eturns returns entry — a single button that starts a return.
• Eturns tracking entry — a button that opens order tracking.
• Eturns warranty entry — a button that starts a warranty claim.
• Eturns returns policy card — your return window, return shipping and refund method at a glance, with links to start a return or a claim.

Order status, quick links and the help launcher

• Eturns order status adds a “Return this order” or “Track this order” button for one order. Choose which with the Job setting.
• Eturns quick links puts small Returns, Track and Help links in your header or footer. Choose the Placement and the Link set.
• Eturns help launcher is a small floating button that opens a help chat for your shoppers, after they confirm their order email. Turn it on under Theme settings → App embeds → Eturns help launcher.

Customer accounts and the thank-you page

If your store uses Shopify customer accounts, add Eturns blocks in the checkout and accounts editor in your Shopify admin:

• Eturns start return — a “Start a return” button on an order’s page.
• Eturns order tracking — a “Track shipment” button on an order’s page.
• Eturns customer account concierge — “Start a return” and “Get help” on the orders list.
• Eturns Thank You upsell — a product suggestion on the thank-you page after checkout. See Recovery offers.

What your shopper sees

1. The shopper chooses a block on your store. The link stays on your store at first (under /apps/eturns/), so it looks like part of your site.
2. Shopify confirms the request came from your store, and the shopper continues on an Eturns-hosted page in your brand — your name, your logo and your colours.
3. If they are signed in to their customer account, they go straight to their orders. If not, they confirm who they are with a one-time code sent to the email on the order, or with a sign-in link from an Eturns email.
4. They pick the items and a reason, add photos if the reason needs them, and choose an outcome. Eturns decides within your policies, or the case waits for you in Decisions.

Who controls the look

• The theme editor styles each block: heading, button label, accent colour, corner radius and font size.
• Shopify provides your store name and logo. Eturns picks them up on its own, and uses your theme’s brand colour when it can find one.
• Policies → What customers see controls the hosted pages: the Portal hub (hub button label, language, and whether to show “Powered by Eturns”), the Journey (return window, satisfaction prompt, success message) and Customer emails.

Returns at the counter

Shoppers can also hand a return back in your shop. Beta Turn on Take returns in store (Shopify POS) in Policies → How returns run. Shoppers then see a code on their return page.

1. In Shopify POS, open the Eturns returns tile.
2. Scan the shopper’s return code, or type it or the order number, and choose Find return.
3. Pick the condition — Good — restock, Damaged or Discard. Eturns finishes the refund, credit or exchange.

In-store receiving is in beta: it is built and tested, and not yet confirmed on a real POS device in a live store.