How the portal works for your shoppers

The first screen offers two ways in. Enter order number asks for the order number and the email used at checkout. Find by email sends a code to their inbox, which lasts 15 minutes, and then lists their recent orders.

Start a return is for returns and exchanges. Report a problem is for orders that arrived damaged, wrong or not at all. See report a problem.

Each item in the order is shown with its photo. The shopper picks what's coming back and says why, in their own words or by picking a reason. Items they can't return (outside the window, final sale, non-returnable) are greyed out with a short explanation, so they find out now and not after submitting.

For each item: a different size or colour, a different product, store credit or a refund. Only the options you allow are shown. If you offer a store credit bonus or other offers, this is where they appear.

Depending on your shipping setup they'll see a printable label, a QR code to show at a drop-off point, a courier collection, or instructions to post it themselves. If your policy charges for return postage, the cost is shown here.

A summary shows every item, what happens to it and the money. If there's anything to pay, such as a price difference on an exchange, they pay it now.

The last screen tells them the one thing they need to do, such as "Drop your parcel at any Post Office", with the label or QR code and the nearest drop-off points. It also says when the refund, credit or replacement will follow. The same details go to them by email.