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Aide can start a return in Shopify for a verified shopper, or send shoppers to your returns portal (Loop, AfterShip or another) already open on their order. Teammates can start a return from any conversation’s order. Returns are off for Aide until you turn them on, because every store’s policy is different.

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Turn returns on

Go to Settings > Helpdesk > Statuses and timers, section Returns, and choose “Aide starts returns”:
  • No, answer and hand off (default): Aide answers return questions from your knowledge and hands off.
  • Yes, in Shopify: Aide offers and creates returns in Shopify.
  • Link to Loop, Link to AfterShip or Link to another portal: Aide sends a “Start your return” button to your portal.
Stores connected before returns were added must approve Aide’s returns permission once: open Aide in your Shopify admin and approve the updated permissions. Until then the settings say so and Aide offers no returns.

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Returns in Shopify

Aide offers a return only to a shopper verified in chat, or writing by email from the address on the order. It offers only shipped items Shopify can still take back, asks for a reason if the shopper didn’t give one, and confirms first (“Return 1 x Blue Mug from #1042, reason: too small?”). Nothing happens until the shopper says yes.
  • Your return rules: Aide follows your return policy in Shopify, including a market’s own policy for orders shipped to that market. A store with no return rules in Shopify uses “Return window” from the settings (30 days from delivery by default).
  • Excluded products: list tags under “Never offer returns for products tagged”, for example final-sale. Aide also skips items outside the window and orders that already have a return in progress.
  • New returns: “Wait for the store’s approval” (default) creates a request you approve in Shopify, which then emails the customer. “Open straight away” opens it at once, and the store sends the return label.
  • Topics set to Draft for review: the confirmed return waits for a teammate’s approval.

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Returns portals

Enter your “Returns portal address” (it must start with https://). For Loop, set “Loop looks orders up by” to email address or shipping ZIP, whichever your portal asks for. After saving, “Try the link on your latest order” shows what a verified shopper would see. When a shopper wants to return or exchange something, Aide shows a “Start your return” button in their language. For a verified shopper it opens the portal on their order; anyone else gets the portal’s start page. By email, the button is a link under the reply. Aide creates nothing in Shopify, and doesn’t promise what the portal will accept or refund.

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Start a return as a teammate

In a conversation, open the order’s menu and choose “Start a return”. The dialog lists what Shopify can still take back, read live from the store. Pick quantities and a reason, then “Ask the store to approve it” or “Open it now”. Teammates can return items Aide wouldn’t offer, and the dialog marks them. Refunds stay separate from returns. Return labels and exchanges aren’t created by Aide.