Troubleshooting

“Eturns needs new permissions”

An Eturns update asked Shopify for a permission it didn’t have before. The store owner approves it once:

Shopify admin→Apps→Eturns

Shopify shows what changed. Approve it and Eturns carries on. The full list of permissions is on Install Eturns.

Setup step 1 is still open

“Returns on your store” completes only when a real shopper starts a return from your store. Adding the block, or choosing “I see the button”, is not enough on its own.

Check the block is on a page shoppers can reach and that you saved the theme. Then place a test order and start a return from the block yourself. See Your first day.

You can’t approve or save

Approving, declining, inspecting, receiving returns, sending ticket replies and saving Policies need a seat. If every seat on your plan is taken, you can look but not act. Ask the store owner to free a seat under Policies → Who decides → Team seats, or move to a plan with more seats.

You can’t choose a paid plan (India)

If you see “Add your GSTIN on this page before selecting a paid plan.”, enter your GSTIN and GST state — or tick We use reverse charge (RCM) — and choose Save GST details. Then pick the plan again. See India: GSTIN.

Cases stopped deciding on their own

If every new case is waiting for you, one of these is usually why:

• You reached your plan’s decisions for the month. New cases wait until the month resets or you upgrade — see Plans & billing.
• Who decides is set to Pause AI or You approve each case.
• The cases are above your money limits, or match a reason you set to always come to you.

Each case says why it is waiting, under “Why Eturns chose this”.

Attaching a label failed

The message under “Label not attached” tells you which case you’re in:

• Check the fields — links must start with https://, the tracking number can use only English letters, digits and symbols (up to 64), and the carrier name can be up to 60 characters.
• Only an approved return that hasn’t shipped can take a label. If the return is still waiting for a decision, approve it first.
• This return already has a label — there is nothing more to attach.
• Your customer ships this return their own way — the return method doesn’t use a label.
• Your shipping partner already booked a pickup — change the pickup with your shipping partner instead.
• Your shipping app already added tracking in Shopify — that return doesn’t take a second label.
• That didn’t go through — wait a minute and try again.

No suggested limit for your currency

Suggested approval limits work in USD, EUR, GBP, CAD, AUD, INR, JPY. If your store sells in another currency, Eturns uses the limits you type in Policies → Who decides → Money limits, and doesn’t suggest changes.

Sync looks behind

Open Impact → Sync health. It says whether every Shopify update in the last few days reached Eturns. If some didn’t finish, plans that include replay show a Replay button; on other plans, email us and we will look.

The one-click offer doesn’t show

• Check Eturns is chosen under Shopify admin → Settings → Checkout → Post-purchase page. Policies → What customers see says “Eturns is your post-purchase page.” when it is.
• Check your plan includes one-click:

Eturns may also show no offer on purpose — for example, when there is no suitable product, or offers for a product are paused. See Recovery offers.

Still stuck

Use Get help in the app, or email contact@eturns.app with your store’s myshopify address and the order or case number. Please don’t send customer card details.