Common Questions
Frequently asked questions about using ReturnMate.
Answers to the most common questions about ReturnMate.
General Questions
What is ReturnMate?
ReturnMate is an all-in-one returns, warranty, and repair management platform for Shopify merchants. It helps you process returns, manage warranty claims, and provide excellent post-purchase customer service.
How much does ReturnMate cost?
Pricing varies based on your needs. Visit returnmate.io or contact sales@returnmate.io for current pricing.
Does ReturnMate work with my Shopify theme?
Yes, ReturnMate works with any Shopify theme. The return portal is separate from your store theme.
Can I customise the return portal?
Yes, you can customise:
- Logo and colours
- Welcome message
- Return reasons
- Email templates
Returns Questions
How do customers start a return?
Customers can:
- Visit your return portal URL
- Enter their order number or email
- Select items to return
- Follow the prompts
Can I offer free returns?
Yes, you can configure free returns for:
- All returns
- Specific reasons (defects, wrong items)
- Orders over a certain value
How long do refunds take?
After you process the refund in ReturnMate:
- Credit card: 3-5 business days
- PayPal: 3-5 business days
- Debit card: 5-10 business days
Can customers exchange items?
Yes, exchanges are supported. You can:
- Exchange for different size/colour
- Exchange for different product
- Handle value differences
Technical Questions
Which carriers are supported?
Currently supported carriers:
- Australia Post
- StarTrack
- TNT (FedEx)
- TGE (Team Global Express)
Can I use my own carrier accounts?
Yes, you connect your own carrier accounts with your negotiated rates.
Does ReturnMate sync with Shopify inventory?
Yes, inventory is synced with Shopify when returns are processed.
Can I use ReturnMate with multiple stores?
Yes, multi-store support is available. Manage all stores from one dashboard.
Warranty Questions
How do warranty claims differ from returns?
Warranty claims:
- Usually longer time window
- Require proof of defect
- May involve repair instead of refund
- Track serial numbers
Can I track serial numbers?
Yes, serial number tracking is available for warranty management.
Do you support repairs?
Yes, ReturnMate includes:
- Repair quoting
- Repair tracking
- Replacement vs repair decisions
Integration Questions
Does ReturnMate integrate with Gorgias?
Yes, the Gorgias integration provides:
- Customer return data in Gorgias
- Create returns from tickets
- Status sync
What about Zendesk/Freshdesk?
These integrations are coming soon. Contact us to join the waitlist.
Can I use webhooks?
Yes, webhooks are available for:
- Return events
- Status changes
- Refund processing
Account Questions
How do I add team members?
- Go to Settings → Team
- Click Invite
- Enter email and role
- Send invitation
Can I limit what team members see?
Yes, role-based permissions control access to:
- Stores
- Features
- Actions
- Reports
How do I export my data?
- Go to Settings → Data → Export
- Select data type
- Choose format
- Download
Getting More Help
If your question isn't answered here:
- Search the Help Centre
- Check related articles
- Contact support@returnmate.io
Our support team is available to answer your questions and help you succeed with ReturnMate.