Going Live Checklist

Ready to launch your ReturnMate return portal to customers? Use this checklist to ensure everything is configured correctly and you're prepared for a smooth go-live.

Pre-Launch Checklist

Configuration

• Complete the Setup Wizard (all 8 steps)
• Verify return address is correct and validated
• Configure all return reasons and policies
• Set return window to match your published policy
• Connect at least one carrier with production credentials
• Test label generation with live carrier account
• Customise email templates with your branding
• Configure return portal appearance

Testing

• Create at least 3 test RMAs
• Generate and download a test shipping label
• Verify customer emails are received correctly
• Complete a full return workflow (create → receive → refund)
• Test the return portal as a customer would
• Verify mobile experience on the return portal
• Test with different browsers (Chrome, Safari, Firefox)

Team Preparation

• Add team members and configure permissions
• Train warehouse staff on receiving process
• Train customer service on RMA creation and management
• Create internal documentation for your team
• Set up escalation procedures for issues

Configuration Verification

Return Address

Verify your return address appears correctly on labels:

1. Generate a test label
2. Check company name is correct
3. Verify full address including postcode
4. Confirm phone number is included

Carrier Credentials

Switch from test to production credentials:

1. Go to Settings → Carriers
2. For each carrier, update:
   • API credentials to production values
   • Environment setting to "Production"
3. Test each carrier with a real label

Email Delivery

Verify emails are delivered successfully:

1. Check emails aren't landing in spam
2. Verify your sending domain is authenticated (SPF, DKIM)
3. Test with multiple email providers (Gmail, Outlook, Yahoo)

Portal Configuration

Enabling the Return Portal

1. Go to Settings → Return Portal
2. Review all settings one final time
3. Toggle Portal Active to on
4. Note your portal URL

Adding Portal Link to Your Store

Add a link to your return portal in:

• Website footer
• Order confirmation emails
• Shopify order status page
• Help/FAQ page
• Contact page

Example link text:

• "Start a Return"
• "Returns & Exchanges"
• "Return Portal"

Shopify Order Status Integration

Add the return portal link to Shopify's order status page:

1. In Shopify: Settings → Checkout → Order status page
2. Add script to display return button
3. Returns link appears on order confirmation

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Return Portal Button on Order Status

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Day-of-Launch Tasks

Post-Launch Monitoring

First Week

• Check daily for any failed label generations
• Review customer feedback and questions
• Monitor return volume against expectations
• Watch for any email delivery issues
• Address any workflow bottlenecks

First Month

• Review return reason analytics
• Assess carrier performance and costs
• Gather team feedback on the process
• Identify opportunities for workflow improvements
• Consider enabling additional features

Common Launch Issues

Labels Not Generating

Cause: Carrier credentials incorrect or account not activated for production.

Fix:

1. Verify carrier credentials are for production
2. Contact carrier to ensure account is active
3. Test connection in Settings → Carriers

Customers Can't Find Portal

Cause: Return portal URL not prominently linked.

Fix:

1. Add portal link to website footer
2. Include in order confirmation emails
3. Add to Shopify order status page

Emails Going to Spam

Cause: Email domain not properly configured.

Fix:

1. Set up SPF and DKIM records
2. Use a custom sending domain
3. Contact support for email configuration help

Rollback Plan

If critical issues arise, you can temporarily disable the return portal:

1. Go to Settings → Return Portal
2. Toggle Portal Active to off
3. Add maintenance message for customers
4. Continue processing returns manually while resolving issues

Related Articles

• Setup Wizard Overview
• Returns Workflow
• Troubleshooting & FAQ