What your customers see

They type their order number and the email or phone they used at checkout. That’s all. The phone number is how REASONBACK knows it’s really them, because many cash-on-delivery customers never gave an email.

• The page works in English and Arabic. There’s a switch at the top, and Arabic reads right to left.
• The first language shown is the one you chose in Settings → Shopper portal language.
• On a Shopify store, customers can also tap Return or exchange on an order in their Shopify account. The portal opens with the order number filled in, and they only type their phone or email.
• Return a gift lets someone who received a gift return it without the buyer’s details. The value always comes back as store credit.

1. 1What are you sending back? Their order’s items, each with a badge if it can’t come back normally (final sale, outside the window, exchange only). They tick every item they want to handle.
2. 2Why is it coming back? A reason for each item, from the list you chose in Return rules. For “Doesn’t fit” they also say too small or too big. Some reasons need a photo, and there’s space to write more.
3. 3How should we resolve it? Refund, swap or replacements (explained in the next section).
4. 4How should the item travel? Usually Courier pickup, from the address on their order or a different one. If you allow it, they can bring it to your store instead.
5. 5Where should the money land? The refund methods you offer, in your order, with the first one highlighted. They see the exact amount, with any fees taken off.
6. 6Check it over, then Submit request. Nothing reaches you until they submit.

After submitting they get a request number, and an email if they gave one.

Swap size or colour

Tagged Faster. The same item in another size or colour. Offered only when there’s one in stock. For “too small” the next size up is already picked for them. They can swap one item and return another for a refund in the same request.

Get replacements

Browse your Shopify store and pick anything against the value of what they’re sending back. If the new items cost more, they see what’s left to pay.

Return

Send it back and get the money, minus any fees.

On the first screen they click Track an existing request and enter their order number and email or phone again. They see:

• Where it is: Submitted → Approved → Picked up → Received by the store → Completed, with dates.
• The courier tracking number while it’s on its way.
• The items coming back, anything going out, and the amount.

They never see your team’s timeline notes, comments or names.

• “It says my order can’t be found.” Check the order number (with or without #, either works) and that the phone or email matches the order exactly.
• “My item has a grey badge.” It’s outside your rules (final sale, outside the window). If you want to allow it anyway, file it for them with New request and write why.
• “It says a request is already open.” Only one request per order is allowed by default. Look it up in your queue, or raise the limit in Return rules → Eligibility → Limits.
• “I typed the wrong address or InstaPay number.” Fix it from the request page’s pencils before pickup. See Your daily work.
• “I can’t do it myself.” Use New request and fill the portal in for them.