Setting up your store
For owners: connect Shopify and Bosta, set your rules, share your return link and invite your team.
Who this is for
The owner or an admin, in their first hour. Your dashboard shows a Get your store ready checklist that ticks itself as you go. This guide explains each step and what to choose. It takes about 30 minutes.Get your store ready
2 of 5 done1. Connect your Shopify store
This brings in your orders, so customers can find theirs on your return portal.
Shopify App Store, or Integrations → Shopify → Install on Shopify
- 1Install REASONBACK from the Shopify App Store while signed in to your store’s Shopify admin. There’s no store address to type.
- 2Shopify shows the permissions REASONBACK needs. Approve them.
- 3You land on REASONBACK’s Integrations page and it copies your last 60 days of orders. Leave the page open until it finishes. If it stops, click Sync now and it carries on from where it stopped.
- 4After that, new orders and changes arrive by themselves. You don’t need to sync again.
New to REASONBACK?
Installing from Shopify makes your REASONBACK account for you, using your store’s name and email, and signs you straight in. Your portal link is made from your store’s name too. To sign in later, open REASONBACK from your Shopify admin → Apps, or use Sign in using magic link with your store’s email.Already have a REASONBACK account?
Sign in to REASONBACK first, then install (or open) REASONBACK from Shopify in the same browser. The store joins the brand you’re signed in to. If your store’s email already has a REASONBACK account, REASONBACK asks you to sign in to it yourself first. It never signs you in to an existing account on its own.Shopify also asks permission for returns, restocking and store credit. REASONBACK uses these to record each return on the Shopify order, put items back in stock and add store credit. Only an owner or admin can connect a store, because it copies your customers’ names and phone numbers into REASONBACK.
Once connected, you can add REASONBACK’s returns badge, policy strip and FAQ to your store’s theme. See On your Shopify store.
2. Connect Bosta (optional, but recommended)
With Bosta connected, approving a return books the courier automatically.
Integrations → Courier
- 1In your own Bosta dashboard, make sure you have at least one pickup location (your warehouse). REASONBACK can’t create one for you.
- 2Still in Bosta, create an API key and copy it.
- 3In REASONBACK, paste the key and click Connect Bosta. REASONBACK checks the key with Bosta straight away and tells you if something’s missing.
Your key is stored encrypted and never shown again. Connecting is the moment REASONBACK starts booking real Bosta couriers for you, and there’s no separate “go live” switch.
Not using Bosta?
Everything still works. Approving a return just won’t book a courier, so you arrange the pickup yourselves. You can also choose I’ll arrange pickup myself in Brand info → Return pickup.3. Set your return rules
This decides what your customers can send back, why, and how they get their money.
Return rules
The defaults work, so you can start with them and adjust later. The four decisions that matter most on day one:
- Return window (Eligibility): how many days customers have, and whether the days count from delivery, shipping or the order date.
- Refund methods: which ones you offer, and in what order. Customers see the first one highlighted, so put store credit or exchange first. Every customer who picks credit instead of cash is money you keep.
- Reasons: which reasons customers can choose, and which ones need a photo (for example damaged or wrong item).
- Fees (Shipping & fees): the return shipping fee and any restocking fee. The shipping fee is only charged when the reason is the customer’s choice (like “changed my mind”), never when it’s your mistake.
Click Save in the bar at the bottom when you’re done. Every setting is explained, with a fee calculator you can try, in the Settings reference.
4. Brand your portal and share the link
The return portal is the page your customers use. It should look like your brand.
Portal customization
- 1Logo & link tab: upload your logo (PNG, JPG or WebP, up to 2 MB), then choose your link (lowercase letters, numbers and hyphens) and save. Click Preview to open the portal as a customer sees it. Your brand name, category and website are in Brand info.
- 2Policy page tab: edit the return policy customers can open from the portal. Words like {return_days} fill themselves in from your rules.
- 3Share the link: in your WhatsApp order confirmation, printed on the invoice or packing slip, and in your website footer or FAQ. On Shopify, the returns FAQ block adds a button to it for you.
Your return link
Lowercase letters, numbers, and hyphens only.
5. Invite your team
Give each person their own login and the role that fits their job.
Team → Invite
- 1Type their email and pick a role. The invite arrives by email.
- 2They open the email, then sign in on the login page with the magic link option. There’s no password to set up first.
A quick guide to the roles:
- Agent: customer support. Approves or rejects requests and files requests for customers who call.
- Warehouse: opens and checks returned boxes. Can also approve and reject.
- Finance: sends refunds once a box has been checked.
- Manager: everything except managing the team and integrations, approving policy exceptions, and changing where a refund is sent.
- Admin: everything, same as the owner.
Only the owner and admins can invite people or change roles. The full table is in The life of one return.
6. Tell us how to reach you
So the REASONBACK team can help you get set up.
Brand info → How REASONBACK reaches you
Add your WhatsApp number, and your Instagram if it wasn’t found automatically. Only the REASONBACK team sees these, never your customers.
You’re ready
Open your portal link on your phone to see what your customers will see. Then read The life of one return to see what happens next.