Settings reference
Every setting in Return rules, Portal customization, Team, Integrations and Settings, and what it changes.
Return rules
What customers can send back, and how. Four tabs. A summary of your rules sits in the At a glance panel on the side.
Eligibility
- Return & exchange windows
- How many days a customer has to ask for a refund, and separately for an exchange. Either can be longer. Many brands give more time for exchanges.
- Count days from
- Delivery date (the usual choice), fulfillment date or order date. An order that was never delivered can’t be returned whichever you pick.
- Final sale items
- Allow, Exchange only, or Block items tagged “final sale” in Shopify.
- Orders with a discount code
- Allow, Exchange only, or Block orders placed with any code, or only the codes you list.
- Restrict by collection / tag
- The same choice for items in certain Shopify collections or with certain tags.
- Restrict by order date
- Block orders placed during certain dates, or make them exchange only. Useful for a clearance sale.
- Limits
- How many requests one order can have (1 to 10, or unlimited). Every request counts, even rejected or closed ones.
- Staff-created requests
- Whether policy exceptions filed by managers and agents are approved automatically. Off by default, so they wait for an owner or admin.
Reasons
Choose which reasons customers can pick, drag them into order (or use the arrows on a phone), and choose which ones need a photo. These words become your analytics, so a few clear reasons beat many. Approval hint shows customers “likely auto-approved” when every item has a photo-backed reason like damaged. It’s only a hint: your team still approves.
Refund methods
Store credit, original payment method, InstaPay, mobile wallet, cash on pickup and bank transfer. Turn each on or off and put them in order. Customers see them in this order with the first one highlighted, so put store credit first.
Original payment method
Sends the money back to the card or wallet the customer paid with online (Paymob, Shopify Payments and similar). It sits second in the list and is off until you switch it on. The (!) next to it in Return rules sums up how it works.
- Only customers who paid online see it. Cash on delivery, a manual payment like a bank deposit, and gift returns never see it. Those customers see your other methods.
- Checked with Shopify first. Before showing it, REASONBACK asks Shopify whether there’s an online payment the money can really go back to. If Shopify can’t be reached, it’s not shown.
- Needs your Shopify store connected. It works on Shopify orders only.
- You need at least one other method switched on as well, because cash-on-delivery customers can’t use this one.
Bank transfer
The customer types the account holder’s name, the bank, and the account number or IBAN on the portal. An IBAN is checked for typos before they can continue. Your finance team sees the details with copy buttons when sending the refund.
Shipping & fees
- Return methods
- Courier pickup and in-store return. Drop-off points are shown but not available yet.
- Return shipping fee
- Taken off the refund when the reason is the customer’s choice (doesn’t fit, changed mind). Never charged when it’s your mistake (damaged, wrong item), and never on exchanges.
- Restocking fee
- A percentage or a fixed amount, taken off the refund.
- Fee by governorate
- A different shipping fee per governorate. Leave one blank to use the flat fee. Fill from Bosta suggests amounts from Bosta’s own prices for you to review. It needs a warehouse location saved first.
A request keeps the fee it was quoted, even if you change the fees later.
Portal customization
How your return portal looks. Changes show on the live portal as soon as you save.
- Logo & link → Logo
- PNG, JPG or WebP, up to 2 MB. It’s resized automatically and saves straight away.
- Logo & link → Return link
- Your return link. Lowercase letters, numbers and hyphens. Preview opens it, Copy copies it. Changing it breaks links you’ve already shared.
- Policy page
- The return policy customers can open from the portal: three highlight cards and up to eight sections, in English and optionally Arabic. Placeholders like {return_days}, {shipping_fee} and {brand} fill in from your real rules. A live preview shows exactly what customers see.
Brand info
Your brand’s own details in one place. Open it from the menu under your name at the bottom of the sidebar.
- Brand details
- Your name (shown on the portal and policy), category and website.
- How REASONBACK reaches you
- Your WhatsApp and Instagram, for the REASONBACK team only. Customers never see them.
- Store
- Your Shopify store, its currency and its country. With Shopify connected these come from your Shopify settings — change them there and they follow here. Without Shopify, you pick the currency here.
- Return pickup
- Bosta books it automatically when you approve, or I’ll arrange pickup myself. Saves straight away.
- Warehouse locations
- Where Bosta brings returns back to. Add them from your connected Bosta account, or type one in by hand until you connect. Mark one as the default. If you have several, you choose one when approving. These save straight away.
Team
Owner and admins only.
- Invite: an email and a role. They sign in with the magic link from the login page.
- Change a role or Remove someone from their row. The owner can’t be changed or removed.
- The page also shows a table of what each role can do. It’s explained in The life of one return.
Integrations
Owner and admins only.
- Shopify
- Install on Shopify (opens the Shopify App Store), see when orders last synced, Sync now, or Disconnect. Already installed? Open REASONBACK from your Shopify admin → Apps. To remove the app fully, also uninstall it in Shopify → Settings → Apps.
- Customer data requests
- When a customer asks Shopify for their data, it appears here with a countdown. You have 30 days: Download data, keep it or send it to them, then Mark answered.
- Bosta
- Paste your Bosta API key to connect, or disconnect. The key is stored encrypted and never shown again.
Settings
Settings (bottom of the sidebar)
- Workspace
- Timezone and the portal’s starting language (Arabic or English). For the whole brand, changed by owner, admins and managers. Currency is in Brand info.
- Quick look panel
- Just for you: clicking a request opens a side panel (on) or the full page (off).
- Notifications
- Just for you: turn on push notifications on this device, and choose which kinds you want (new requests, refunds sent).
Your profile
Click your name at the bottom of the sidebar → Your profile
Your name (what teammates see on the timeline and escalations), your email, your password, your last sign-in, and your role. Only an owner or admin can change your role.