Getting Support
How to contact ReturnMate support and what information to include so issues are resolved quickly.
Need help with ReturnMate? This guide covers where to get help and what to include so we can resolve your issue quickly.
Support channels
Help Centre (self-service)
You're here! Search this Help Centre first — press Cmd+K (Mac) or Ctrl+K (Windows) anywhere to search. Most configuration, workflow and troubleshooting questions are covered, and the Workflow Guide is also available inside the app under Settings → Workflow Guide.
Email support
Email support@returnmate.io for anything you can't resolve through the Help Centre — technical issues, billing questions, configuration help or feedback.
We prioritise issues that stop you processing returns (for example label generation failures or refund errors). We don't publish fixed response-time guarantees; include the details below and clearly flag urgent operational impact in your subject line.
What to include
The fastest resolutions come from complete reports. Include:
- Your store's
.myshopify.comdomain - The RMA number(s) affected (e.g.
#RMA1234A) - What you were doing — the exact page and button
- What happened — the exact error message, ideally as a screenshot
- When it happened — date and time with timezone
- Whether it's repeatable — does it happen every time?
A screenshot of the full screen (including the URL bar and any error text) usually saves a round-trip of questions.
Common issues to check first
Before contacting support:
- Label generation failing? See Tracking & Label Issues — most failures are carrier credentials, address validation or dangerous-goods configuration.
- An error message you don't recognise? Check Common Errors & Solutions.
- Can't create RMAs? Your plan's monthly RMA limit may be reached, or your subscription may be inactive (read-only mode). See Plans, Billing & Usage Limits.
- A customer can't see their order in the portal? Confirm the email address matches the Shopify order and the return window hasn't expired.
Feature requests and feedback
We're a small team building for operations-heavy merchants, and feature requests genuinely shape the roadmap. Email support@returnmate.io with:
- The problem you're trying to solve (not just the feature you'd like)
- How you handle it today
- How often it comes up
Billing and account questions
Subscriptions are billed through Shopify. For plan changes use Settings → Billing in the app; for billing disputes or Enterprise enquiries email support@returnmate.io. See Plans, Billing & Usage Limits.