Glyceral
RTRN · Setup guide

Set up RTRN Returns + Exchanges

Everything you need to go from install to live, in order. Takes about 20 minutes.

7 stepsAbout 20 minutesAbout RTRN
admin.shopify.com/store/your-store/apps/rtrn/app/shipping
RTRN
HomeReturnsPolicy & outcomesWorkflowsShippingEmailsReturn portalAnalyticsSettingsPlans
ShippingSave

Return address

Name
Returns Dept.
Address
120 Market St, Suite 4, Austin, TX
Add destination
Shipping

Prepaid labels

Send prepaid labels
Starter and up
EasyPost API key
EZAK••••••••••••••3f9
Policy & outcomesSave

Window

Days after delivery
30

Outcomes

Exchange for another variant
Store credit
Bonus credit on Advanced
Refund to original payment
Return portalView portal

Branding

Logo
logo.svg
Primary color
#0B5F78
Portal link
your-store.com/apps/returns
Returns
Needs actionMovingAll

Needs action

45
#1045 · Everyday Crew
Refund · item received
Refund $42
44
#1044 · Card Wallet
Requested · photo attached
Approve
Step 1 of 5 · Add your return addressOpen Shipping and add the address returns go to. Starter supports more than one destination.

Before you start

  • Your return policy: window, reasons and final-sale items
  • Your return address
  • An EasyPost account, if you want prepaid labels

Setup steps

  1. Install RTRN and choose a plan

    Apps › RTRN/XCHNG › Plans

    Free handles up to 15 returns a month. Starter adds prepaid labels and a branded portal; Essential adds unlimited returns and workflows.

  2. Add your return address

    RTRN › Shipping

    Add where returns should be sent. On Starter and up, add more destinations and route by product or location.

  3. Connect EasyPost (optional)

    RTRN › Shipping › Prepaid labels

    Paste your EasyPost API key to generate prepaid labels. Choose who pays, and set a restocking or label fee if you want to.

    Without EasyPost, customers see your return address and ship the item themselves.

  4. Set your policy and outcomes

    RTRN › Policy & outcomes

    Set the return window, the reasons customers choose from, final-sale rules and photo requirements. Decide which outcomes to offer: exchange, store credit and refund.

    Offer exchange and store credit before refund. Many customers take them when they're the first choices shown.

  5. Brand your portal and link it

    RTRN › Return portal

    Add your logo and colors. Link the portal from your footer or help page, and turn on the returns button in customer accounts.

  6. Edit customer emails

    RTRN › Emails

    Review the emails for return requested, approved, received and completed.

  7. Automate with workflows (Essential)

    RTRN › Workflows

    Create rules such as auto-approving returns under $50 or sending damaged-item returns for manual review.

After setup

  • Watch the Returns page's Needs action tab daily.
  • Check Analytics for top return reasons by product.
  • Use Shopify Flow triggers to notify your team when a return is received.

Troubleshooting

A customer can't find their order.

They need the order number and the email used at checkout. Orders outside the return window can't be started.

Labels aren't generated.

Check the EasyPost key under Shipping and that prepaid labels are turned on.

A product shouldn't be returnable.

Add it to final-sale rules under Policy & outcomes.

Still stuck? Email support@glyceral.com with your store's .myshopify.com address and the step you're on. Support options

Ready to install RTRN?

Install from your Shopify admin, then follow this guide step by step.

Install RTRN All guides