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How Eturns handles a return

How does a return or warranty claim move through Eturns?

Eturns is an AI after-sales app for Shopify. It reads each return, warranty claim, tracking question and support email against your policies, gets the answer ready, and acts within your rules, once you let it. Start free on your real store, up to 50 orders a month.

The same steps are written under each diagram, so you can read them without the picture.

Updated

The steps, in order

How a return or warranty claim movesHow a return or warranty claim moves. Order The customer starts a return or a warranty claim in the shopper portal, with photos. Eturns reads the order, the photos, and your policy version. It prepares options, each with a confidence. At least 85% sure (on a new store), and under your approval limit? Yes: a refund, an exchange, store credit, or a request for another photo. No: Needs you. The decision trail is written and kept for 7 years. Every store starts in copilot. Eturns acts within your rules, once you let it. No money moves until you approve. Instant answers happen only in the shopper portal. Emailed questions wait for your approval, and a refund question gets no drafted reply. A warranty claim needs at least 2 photos and a description of 10 to 2,000 characters. The app and the shopper portal ship in English and Hindi only.OrderThe customer starts a return ora warranty claim in the shopperportal, with photos.Eturns reads the order, thephotos, and your policy version.It prepares options, each with aconfidence.At least 85% sure (on a newstore), and under your approvallimit?Yes: a refund, an exchange,store credit, or a request foranother photo.No: Needs you.The decision trail is writtenand kept for 7 years.
Diagram: a return or warranty claim moves from the order to a decision, and new stores start in copilot.
  1. Order
  2. The customer starts a return or a warranty claim in the shopper portal, with photos.
  3. Eturns reads the order, the photos, and your policy version.
  4. It prepares options, each with a confidence.
  5. At least 85% sure (on a new store), and under your approval limit?
  6. Yes: a refund, an exchange, store credit, or a request for another photo.
  7. No: Needs you.
  8. The decision trail is written and kept for 7 years.
  • Every store starts in copilot. Eturns acts within your rules, once you let it. No money moves until you approve.
  • Instant answers happen only in the shopper portal. Emailed questions wait for your approval, and a refund question gets no drafted reply.
  • A warranty claim needs at least 2 photos and a description of 10 to 2,000 characters.
  • The app and the shopper portal ship in English and Hindi only.

What does Eturns connect to?

Where Eturns sits next to ShopifyWhere Eturns sits next to Shopify. Shopify store. Admin app: Today, Decisions, Impact, Policies. Background worker. Shopper portal, from storefront theme blocks and customer account blocks. Email. Shopify orders, returns, and refunds. Shopify Shipping labels.Shopify storeAdmin app: Today, Decisions,Impact, PoliciesBackground workerShopper portal, from storefronttheme blocks and customeraccount blocksEmailShopify orders, returns, andrefundsShopify Shipping labels
Diagram: Shopify stays at the centre. The admin app, the worker, the shopper portal, email, orders, and labels sit around it.
  1. Shopify store
  2. Admin app: Today, Decisions, Impact, Policies
  3. Background worker
  4. Shopper portal, from storefront theme blocks and customer account blocks
  5. Email
  6. Shopify orders, returns, and refunds
  7. Shopify Shipping labels

The product, on a sample store

These four screens are demo data on a sample store. Instant answers happen only in the shopper portal. Emailed questions wait for your approval, and a refund question gets no drafted reply. A warranty claim needs at least 2 photos and a description of 10 to 2,000 characters.

Demo data on a sample store. The embedded admin Today desk shows a sample shift. Cases handled, money kept, and time saved are labeled this sample week: 14 cases, $640.00 kept, 4.5 hours, and 4 pending approvals. The queue Needs your eye includes Return #1042.
Demo data on a sample store. The embedded admin Today desk shows a sample shift. Cases handled, money kept, and time saved are labeled this sample week: 14 cases, $640.00 kept, 4.5 hours, and 4 pending approvals. The queue Needs your eye includes Return #1042.
Demo data on a sample store. Return #1042 is labeled Sample case. The trail What Eturns did records that Priya Shah asked for a return of a linen shirt, size M, that the return policy was checked, and that a $48.00 refund was held for approval. The recommendation is an exchange for a size S.
Demo data on a sample store. Return #1042 is labeled Sample case. The trail What Eturns did records that Priya Shah asked for a return of a linen shirt, size M, that the return policy was checked, and that a $48.00 refund was held for approval. The recommendation is an exchange for a size S.
Demo data on a sample store. The warranty form is titled File a warranty claim and is for order #1001. The description field is What happened?, and its help asks for 10 to 2,000 characters. Photos (required) asks for two clear photos: the whole item, then the problem.
Demo data on a sample store. The warranty form is titled File a warranty claim and is for order #1001. The description field is What happened?, and its help asks for 10 to 2,000 characters. Photos (required) asks for two clear photos: the whole item, then the problem.
Demo data on a sample store. The tracking page is in beta. The shopper portal shows order #1001. Tracking number 1ZE2E0000000001 is in transit, with scans in Mumbai, MH, Nashik, MH, and Pune, MH.
Demo data on a sample store. The tracking page is in beta. The shopper portal shows order #1001. Tracking number 1ZE2E0000000001 is in transit, with scans in Mumbai, MH, Nashik, MH, and Pune, MH.