On your Shopify store

The returns badge, highlights, policy strip and FAQ you can add to your theme, and the Return or exchange button in customer accounts.

Nothing here can promise what your portal won’t do

Every number on these blocks (your return days, exchange days, fees, refund methods) is read live from your Return rules. Change a rule in REASONBACK and your store updates within a few minutes. If your store isn’t connected to REASONBACK, the blocks show plain words like “Easy returns” and no buttons, so a customer never taps something that goes nowhere.

Adding a block to your store

Four blocks you place yourself, in Shopify’s theme editor. Free, and you can remove them any time.

Shopify → Online Store → Themes → Customize

1At the top of the editor, open the page you want: a product page, the home page, the cart or the contact page.
2In the left panel, click Add block inside a section (or Add section if the page has no room for blocks), then open the Apps tab.
3Pick one of the four that start with REASONBACK. Drag it where you want it.
4Change its settings in the right panel, then click Save at the top.

REASONBACK returns badge: Product pages only. Next to the Add to cart button.
REASONBACK highlights: Any page. Usually the home page.
REASONBACK policy strip: Any page, including the cart page.
REASONBACK returns FAQ: Any page. The contact or FAQ page is a good home.

Shopify doesn’t let apps add blocks to a cart drawer (the cart that slides in from the side). The policy strip only goes on the full cart page.

Every block carries a small Managed by REASONBACK line. You can turn it off on the highlights, strip and FAQ blocks.

REASONBACK returns badge

A small line on the product page that tells a hesitant customer they can change their mind.

A blue check, a headline, and a Return policy button. The button opens the policy you wrote in REASONBACK (Portal customization → Policy page) in a sheet over the page, with a button to start a return.

Linen wrap dress

EGP 1,450.00

Wrong size? Exchange it easilyReturn policy Managed by REASONBACK

Add to cart

The badge under a product price.

Headline: Leave it empty for “Wrong size? Exchange it easily”, shown in Arabic automatically on an Arabic store.
Show “Return policy” button: On by default.
Background: None, or a soft tint.

REASONBACK highlights

Up to four cards with your own words, like “Cash on delivery” or “Easy exchanges”.

Layout: Cards grid, icons in a row, or a list.
Card look: Soft fill, glossy, thin outline, or no background.
Icon colour: Leave empty to match your text colour.
Card 1 to 4: An icon (18 to choose from), a title and a line of text. Leave the title empty to hide that card.
Card that opens your return policy: Pick one card that opens your policy when tapped, or none. Card 2 by default.

These cards are your own words, so REASONBACK can’t check them. Only promise what you really do. If a card says “Free returns” but your rules charge a fee, customers will see the fee on the portal.

REASONBACK policy strip

Three short promises in a row: shipping, returns and exchanges.

The returns and exchanges days are your real windows from Return rules → Eligibility. Change them in REASONBACK and the strip follows. To use your own words, write {days} where the number goes, like “{days} days to change your mind”.

Fast shippingStraight to your door

14-day returnsSend it back easily

30-day exchangesSwap size or colour

Returns managed by REASONBACK

A 14-day return window and a 30-day exchange window.

Look: Clean, with dividers, or a soft card.
Tap to open your policy: Tapping returns or exchanges opens your return policy. On by default.
Shipping, Returns, Exchanges: Each one can be hidden, or given its own title and text.

REASONBACK returns FAQ

Questions customers ask before they buy, answered from your real rules.

The automatic questions

REASONBACK writes these answers for you from Return rules, and rewrites them when your rules change. Each one has its own switch. A question only shows when it applies to your store (for example, the one about more than one request is skipped if you set no limit).

How do I return or exchange an item?
How long do I have?
Can I exchange for a different size or colour?
How do I get my money back?
Do returns cost anything?
Can every item be returned?
Can I send back items in more than one request?
How do I track my request?

Your own questions and settings

Your own questions: Up to four, shown after the automatic ones. Leave one empty to hide it.
Language: Automatic (your store’s language), English or Arabic. Sets the heading, the automatic questions and the button.
Heading and intro: Leave the heading empty for “Need a different size?”.
Look: Lines or cards. You can also open the first question by default.
Start a return or exchange button: Opens your return portal. On by default.
Signature style: Animated (rolling words) or still.

The “Return or exchange” button

A button on each order in your customer’s Shopify account. Nothing to set up.

1Your customer signs in to their account on your store and opens their orders.
2On an order, they open the … menu and tap Return or exchange (in Arabic on an Arabic store).
3Your return portal opens in a new tab with the order number already filled in.
4They still type the phone or email on the order. That check is never skipped.

This only works with Shopify’s new customer accounts (Shopify → Settings → Customer accounts). Stores on the old, classic accounts don’t show the button. If a customer’s order hasn’t reached REASONBACK yet, the portal opens without the number and they type it themselves.

Order #1042Delivered · 2 items

Buy againReturn or exchange

An order in the customer’s account, with the menu open.

What happens after they tap it is in What your customers see.

Next:Settings reference