Never refund a box you haven’t opened.
REASONBACK runs returns and exchanges for fashion brands in Egypt and MENA. Customers ask on your own portal, a courier picks the box up, your team checks it, and only then can the money move.
INTEGRATES WITH
TimelineClick a step
Linen dress · M
Nour A. · Too small
Customer asked on your portal.
Refund owed
EGP 1,080.00
InstaPay · 010•••678
Trusted by
Market Leaders
01 · The problem
Returns tools were built for card payments, where a refund simply runs the charge backwards. Here, a refund is a brand-new payment, often from cash the courier still holds, and an InstaPay transfer can never be pulled back.
7–14days
Your courier holds the cash before it settles to you. The return request often arrives first.
0undo
No chargeback, no dispute window. Once a transfer is sent, it’s gone.
1rule
So the money stays locked until someone on your team has opened the box.
02 · How it works
One road for every return. The money only moves at the end.
- 01
REQUEST
The customer asks, on your portal
Order number and phone. No account, no password. They pick the items, a reason for each, and how they want it settled, with exchanges shown first.
PORTAL · LAYALI
Why is it coming back?
Doesn’t fit · Too smallSwap size · M → L⚡ FasterRefundSMLXL - 02
APPROVE
You approve, the courier is booked
One click books a Bosta pickup from the customer’s order address. Tracking updates arrive on the request by themselves.
BOSTA · CRP
Pickup booked
Tracking 7810 2344 91
Nasr City, CairoYour warehouseScheduledPicked upReturned to business - 03
CHECK
Your warehouse opens the box
Is the item in the box? What condition? Back to stock? Empty, worn or wrong boxes are caught here, before any money leaves.
WAREHOUSE · INSPECT
Item in the box YesCondition Like newBack to stock YesMarked received - 04
REFUND
Finance sends the money, last
The amount is calculated for you. Send it by InstaPay, wallet or cash, attach the proof, or add store credit straight into Shopify.
FINANCE · ISSUE REFUND
Amount
EGP 1,080
ToInstaPay · 010•••678Proof of transfer transfer.jpg · attachedRefund sent
PORTAL · LAYALI
Why is it coming back?
03 · Your queue
Every request at a glance. Filtered by where it is.
REASONBACK / REQUESTS
Requests 11
Value in view
EGP 15,780
04 · Features
Everything a COD return needs. Nothing it doesn’t.
Exchanges come first
A size swap is one tap, and it keeps the sale. You choose the order refund methods appear in, so store credit sits above cash.
Only finance moves money
Six roles. Support approves, the warehouse checks, finance refunds. Buttons someone can’t use are greyed out, and the server refuses them too.
Lives on your Shopify orders
Orders sync in. Every request is recorded on its Shopify order, stock is restocked when the box is checked, and store credit is issued in Shopify.
Order #1002SyncedBosta, booked for you
Connect your own Bosta account. Approving books the pickup, and tracking moves the request along. The box only counts as received once it’s back with you.
ScheduledRefund locked while in transit
Your customers’ language
The portal speaks English and Arabic, right to left, with your logo and your rules.
Know why things come back
Return reasons, problem products and sizes that run small, so you can fix the listing, not just process the return.
A record for every dispute
Customer photos, courier updates and every status change, timestamped with who did it. With no card trail, the timeline is your evidence.
- Requested · Customer09:14
- Approved · Salma · Agent09:40
- Received · Karim · WarehouseTue 12:05
- Resolved · Mona · FinanceTue 12:31
05 · Shopify
Lives on your Shopify orders. Not beside them.
Connect your store once. Orders come in by themselves, and every return is written back onto its Shopify order, step by step, so nobody updates two systems.
- One-click connectApprove REASONBACK inside Shopify. No keys to copy.
- 60 days of orders, then liveYour recent orders come in first. New orders and edits follow on their own.
- Stock that stays rightChecked items go back to stock. Damaged ones stay out.
- Exchanges from your live catalogueSizes, prices and stock are checked with Shopify the moment the customer asks.
- Store credit, in ShopifyAdded straight to the customer’s Shopify balance, with an expiry if you want one.
REASONBACK · RMA-1042
Shopify · Order #1002
Return #1002-R1 created
2 items · Too small, Damaged
Tracking 7810 2344 91 added
Return shipment on the order
1 restocked · 1 not restocked
Damaged item kept out of stock
Store credit +EGP 1,080
Customer’s balance updated
Sample order
Bosta · Return pickup
7810 2344 91
Courier updates
06 · Bosta
Booked and tracked. Received means back with you.
Connect your own Bosta account. Approving a request books the pickup, and every courier update moves the request along by itself.
- Your own Bosta accountPaste your API key. Bosta confirms it before it’s saved, and it’s stored encrypted.
- Pickup booked on approvalFrom the customer’s order address, matched to Bosta’s own zones.
- One trip for exchangesThe courier delivers the new size and collects the old one in the same visit.
- A hub is not your warehouseA box at Bosta’s hub stays locked. Only “returned to you” opens the refund.
- Never misses an updateLive updates from Bosta, a refresh button, and a daily catch-up for anything missed.
- Fees by governorateCharge the return fee per area, filled in from Bosta’s own prices.
07 · Warehouse
Scan the box. Check every item. Only then is it received.
When a box comes back, your warehouse scans its label and gets a checklist of everything that should be inside. Nothing counts as received until someone has answered it.
- Any scanner worksA USB barcode scanner, a laptop camera, or any phone. No special hardware to buy.
- Your phone becomes the scannerScan one QR code and your phone sends every label to the warehouse screen, box after box.
- A checklist for every boxItem by item: is it in the box, what condition is it in, does it go back to stock?
- Problems flagged before money movesMissing or wrong items are flagged, and finance sees the warning before refunding.
- Labels that won’t scanType the tracking code or the order number, or pick from the boxes waiting to be opened.
- Big buttons, one handLarge answer buttons made for someone holding a box, not sitting at a desk.
RETURN · CRPFROM
Radwa Talaat
012 •••• 4521
14 Abbas El Akkad St
Nasr City, Cairo
TO
LAYALI
Warehouse 3
6th of October
Giza
7810 2344 91
ORDER
#1047
PIECES
1
COD
EGP 0
The scanner types the code and presses Enter. Nothing to set up.
REASONBACK / WAREHOUSE
08 · The customer portal
What your customers see.
Returns and exchanges
Track an existing request
1 of 7
Returns and exchanges
Order number + the phone or email from checkout. No account, no password.
Pricing
Let’s look at your returns together.
We’re setting up our first brands one by one. Tell us how many returns you handle, and we’ll show you REASONBACK on your own orders.