Questions and fixes
Greyed-out buttons, missing orders, Shopify and Bosta problems, and other common questions.
Orders and customers
A customer says the portal can’t find their order.
Check that the phone or email matches the order exactly. If the order is older than 60 days before you connected Shopify, it was never copied in. Orders placed since then arrive automatically.
An order shows as not returnable, but it was delivered.
REASONBACK treats an order as delivered once Shopify says it was delivered or fulfilled. An order that’s unfulfilled or cancelled in Shopify can’t be returned. Fix it in Shopify and it updates here.
A customer wants to return something outside our rules.
Use New request and write why you’re making an exception. See Your daily work.
Where do customers see updates?
On the portal’s Track an existing request page, and by email when they gave one.
Courier and Shopify
I approved a request but no courier was booked.
Either Bosta isn’t connected (Integrations), or Brand info → Return pickup is set to I’ll arrange pickup myself. In both cases the status still moves on and you arrange the pickup yourselves.
Bosta says there’s no pickup location.
Create one in your own Bosta dashboard first, then connect or approve again. REASONBACK can’t create Bosta locations.
The courier tracker hasn’t changed in days.
Click Refresh on the tracker. If it’s still stuck, check the shipment in Bosta. Bosta sometimes delays.
Shopify says Needs reconnect.
Shopify access expired. The owner or an admin clicks Reconnect Shopify on the Integrations page. Until then, new orders don’t arrive.
A REASONBACK block on my store shows “Easy returns” instead of my days, or has no policy button.
The block couldn’t reach your REASONBACK rules, usually because the store isn’t connected (or needs reconnecting) on the Integrations page. It shows plain words on purpose, so customers never see a number or button that isn’t real. Once connected, it updates within a few minutes. See On your Shopify store.
Customers don’t see the Return or exchange button in their account.
The button only appears with Shopify’s new customer accounts. Check Shopify → Settings → Customer accounts. Customers can always use your portal link instead.
The timeline says Shopify couldn’t record something.
Your request is safe. REASONBACK never blocks your work because of Shopify, and it tries again at the next step. If it keeps failing, tell the REASONBACK team.
Refunds
Why can’t I type the refund amount?
It’s calculated from the items, exchanges and fees, the same way the customer was quoted, so it can never be different from what they were promised.
I sent a refund to the wrong number.
REASONBACK can’t undo a transfer, and neither can the bank. Contact the person who received it. This is why the number is shown large with a copy button. Always copy, never retype.
Store credit says unconfirmed.
Shopify didn’t give a clear answer. Check the customer’s store credit in Shopify before trying again, so it isn’t added twice.
Signing in
I was invited but have no password.
On the login page, use Sign in using magic link with the email you were invited on.
I installed REASONBACK from Shopify. How do I sign in?
Open REASONBACK from your Shopify admin → Apps. Or, on the login page, use Sign in using magic link with your store’s email: your account was made under that address.
Shopify sent me to the login page instead of my dashboard.
Your store is connected, but this browser isn’t signed in to REASONBACK. Sign in and you go straight to your dashboard. If it says your store’s email already has an account, sign in to that account, then open REASONBACK from Shopify again to finish connecting.
I lost the phone with my sign-in code app.
Contact the REASONBACK team. We’ll reset your two-step sign-in so you can set it up again.
Something else isn’t working.
Click Report a problem at the bottom of the menu on the left (or Report this problem on any error box). Pick what kind of problem it is, say what happened and add a screenshot if you can. The page you were on, the request you had open and any error the app hit are sent with it, so you don’t have to explain those. We reply by email.