# ReturnMate Help Centre

> Operational playbooks, workflow guides, and configuration reference for ReturnMate — the post-sale operations engine for Shopify merchants.

## Getting Operational

- [Welcome to ReturnMate](https://help.returnmate.io/help/getting-started/welcome): Get started with ReturnMate - the all-in-one returns, warranty, and repair management platform for Shopify merchants.
- [Installing ReturnMate & Your Data](https://help.returnmate.io/help/getting-started/installing-returnmate): What happens when you install ReturnMate — Shopify permissions, webhooks, data access — and what happens to your data on uninstall.
- [Quick Start Guide](https://help.returnmate.io/help/getting-started/quick-start): Create your first RMA in ReturnMate and learn the basics of processing returns.
- [Setup Wizard Overview](https://help.returnmate.io/help/getting-started/setup-wizard): Complete the 9-step ReturnMate Setup Wizard to configure your returns platform.
- [Return Address Setup](https://help.returnmate.io/help/getting-started/return-address): Configure your return shipping address and manage multiple locations.
- [Connect Carriers](https://help.returnmate.io/help/getting-started/connect-carriers): Set up carrier integrations to generate shipping labels and track returns across Australia, New Zealand, North America, and globally.
- [Return Reasons & Policies](https://help.returnmate.io/help/getting-started/return-reasons): Configure return reasons, eligibility rules, and return policies in ReturnMate.
- [Email Templates](https://help.returnmate.io/help/getting-started/email-templates): Customise email notifications sent to customers throughout the return process.
- [Integrations Overview](https://help.returnmate.io/help/getting-started/integrations-overview): Connect ReturnMate with your existing tools and systems.
- [Going Live Checklist](https://help.returnmate.io/help/getting-started/going-live): Essential steps to complete before launching ReturnMate for your customers.
- [Workflow Guide](https://help.returnmate.io/help/getting-started/workflow-guide): Comprehensive staff training reference for all ReturnMate workflows, showing who does what at each step.
- [Why ReturnMate Exists](https://help.returnmate.io/help/getting-started/why-returnmate): Returns software was built for customer experience. Not for operations. Not for margin. Not for accountability. ReturnMate fixes that.
- [Who This Is Built For](https://help.returnmate.io/help/getting-started/who-this-is-for): ReturnMate is built for operations teams at Shopify merchants shipping complex, repair-heavy, or regulated products.
- [Your First 7 Days](https://help.returnmate.io/help/getting-started/first-24-hours): Day-by-day guide to getting operationally ready — from setup to your first insights.
- [Common Mistakes in Post-Sale Operations](https://help.returnmate.io/help/getting-started/common-mistakes): The operational mistakes that cost merchants margin, accountability, and compliance — and how to avoid them.
- [Playbook: Reduce Return Admin Workload](https://help.returnmate.io/help/getting-started/playbook-reduce-admin): How to eliminate manual return processing and free your team to handle exceptions and decisions.
- [Playbook: Manage Warranty Repairs at Scale](https://help.returnmate.io/help/getting-started/playbook-warranty-at-scale): How to run warranty diagnostics, track faults, manage technicians, and hold suppliers accountable.
- [Playbook: Identify Faulty SKUs Costing You Money](https://help.returnmate.io/help/getting-started/playbook-faulty-skus): How to use fault data, return rates, and failure analysis to find the products silently driving your losses.
- [Playbook: Reduce Return Shipping Losses](https://help.returnmate.io/help/getting-started/playbook-shipping-losses): How to recover shipping costs, identify unnecessary spend, and make return shipping a controlled cost — not a blank cheque.
- [Playbook: Handle Dangerous Goods Returns](https://help.returnmate.io/help/getting-started/playbook-dangerous-goods): How to set up and run compliant dangerous goods return operations with auto-generated documentation and carrier routing.
- [What a Well-Run Post-Sale Operation Looks Like](https://help.returnmate.io/help/getting-started/what-good-looks-like): The operational standard your team should be working toward. Clean queues, clear ownership, supplier accountability, and cost visibility.
- [ReturnMate Best Practices](https://help.returnmate.io/help/getting-started/best-practices): How the best operations teams structure queues, assign ownership, track labour, and review performance.
- [Plans, Billing & Usage Limits](https://help.returnmate.io/help/getting-started/billing-plans): Current ReturnMate plans and prices (including the Free plan), per-RMA usage billing on Free and Starter, RMA/location/staff limits, plan hold, read-only mode and plan-gated features.
- [Dashboard Overview](https://help.returnmate.io/help/getting-started/dashboard-overview): Every KPI card and chart on the ReturnMate Dashboard explained — what each number means operationally, which cards click through to filtered RMA lists, and what's Scale-only.

## Processing Returns

- [Returns Workflow](https://help.returnmate.io/help/returns-management/returns-workflow): Understand the complete returns workflow in ReturnMate, from request to resolution.
- [Approvals, Labels & Tracking](https://help.returnmate.io/help/returns-management/approvals-labels): Manage return approvals, generate shipping labels, and track packages.
- [Receiving Returns](https://help.returnmate.io/help/returns-management/receiving-returns): Process incoming returns at your warehouse efficiently with ReturnMate.
- [Refunds vs Exchanges vs Store Credit](https://help.returnmate.io/help/returns-management/refunds-exchanges): Understanding resolution options for returns and when to use each.
- [Return Exceptions](https://help.returnmate.io/help/returns-management/return-exceptions): Handle exceptional return situations like missing items, disputes, and special cases.
- [SLA & Timelines](https://help.returnmate.io/help/returns-management/sla-timelines): Monitor service level agreements for return processing in ReturnMate.
- [Bulk Actions](https://help.returnmate.io/help/returns-management/bulk-actions): Process multiple returns efficiently with bulk assignment, exports and transfer tools in ReturnMate.
- [Analytics Guide](https://help.returnmate.io/help/returns-management/reporting-analytics): Every ReturnMate analytics tab explained — what it answers, key metrics, plan requirements and CSV exports.
- [Counter Swap (In-Store Replacement)](https://help.returnmate.io/help/returns-management/counter-swap): Process in-store product replacements using the Counter Swap workflow, from swap to disposition.
- [Remote Resolve](https://help.returnmate.io/help/returns-management/remote-resolve): Resolve return requests without requiring the customer to ship anything back.
- [Customer Pickup (In-Store Collection)](https://help.returnmate.io/help/returns-management/customer-pickup): Manage returns or warranty items where the customer collects from your store or location.
- [Damaged in Transit & Wrong Item](https://help.returnmate.io/help/returns-management/damaged-wrong-item): Handle customer reports of damaged or incorrect items with the two-step resolution workflow.
- [Dispute Management](https://help.returnmate.io/help/returns-management/dispute-management): Flag, track, and resolve disputes on return requests.
- [Replace in Transit](https://help.returnmate.io/help/returns-management/replace-in-transit): Send a replacement to the customer before their return arrives at your facility.
- [Staff-Created Returns](https://help.returnmate.io/help/returns-management/staff-created-returns): Create and manage returns on behalf of customers via phone, email, or in person.
- [The Customer Portal: What Your Customers See](https://help.returnmate.io/help/returns-management/customer-portal): A merchant's walkthrough of the customer returns portal — login, the return wizard, shipping choices, quotes and messaging.
- [Advanced Refunds: Split, External & Goodwill](https://help.returnmate.io/help/returns-management/advanced-refunds): Allocated refunds across payment methods, recording external refunds, additional refunds, converting store credit and goodwill gift cards.
- [RMA Queues, Filters & Saved Views](https://help.returnmate.io/help/returns-management/rma-queues-views): Work the RMA list efficiently — queue tabs, the full filter set, saved views, bulk assignment, CSV export and location switching.
- [Express Replacements](https://help.returnmate.io/help/returns-management/express-replacements): Ship a free replacement immediately while the original item is still in transit — for warranty returns and items damaged in transit.
- [Evidence Photos & Videos](https://help.returnmate.io/help/returns-management/evidence-photos): How customers and staff attach photos and videos to an RMA — formats and limits, where files appear, HEIC handling, and how evidence is stored securely.

## Warranty & Repair Operations

- [Warranty Case Lifecycle](https://help.returnmate.io/help/warranty-repairs/warranty-lifecycle): Understand the complete warranty claim process from submission to resolution.
- [Serial Number Capture](https://help.returnmate.io/help/warranty-repairs/serial-numbers): Capture serial numbers in the portal and at receiving, and verify them against each other to catch mismatches.
- [Diagnostics & Notes](https://help.returnmate.io/help/warranty-repairs/diagnostics-notes): Document diagnostic findings and maintain detailed case notes for warranty repairs.
- [Repair Quotes](https://help.returnmate.io/help/warranty-repairs/repair-quotes): Create and send repair, replacement, upgrade and return-charges quotes, with payment via Shopify invoice.
- [Approvals & Communication](https://help.returnmate.io/help/warranty-repairs/approvals-communication): Approve or reject warranty claims and keep customers informed with notes, emails and portal replies.
- [Replacement vs Repair](https://help.returnmate.io/help/warranty-repairs/replacement-vs-repair): Decision framework for choosing between repairing or replacing warranty items.
- [Offline Repair Workflow](https://help.returnmate.io/help/warranty-repairs/offline-repair): Use the offline repair workflow for internal diagnostics and repair of returned items.
- [Third-Party Repair & Quotes](https://help.returnmate.io/help/warranty-repairs/third-party-repair): Manage third-party repair requests with customer-facing quote approval workflow.
- [Fault Recommendations & Factory Fixes](https://help.returnmate.io/help/warranty-repairs/fault-recommendations): Log suggested solutions per SKU and fault, hold suppliers accountable, and verify implemented fixes with the 90-day regression watch.
- [ReturnMate Tech (Technician App)](https://help.returnmate.io/help/warranty-repairs/technician-app): Install the ReturnMate Tech mobile app from the App Store or Google Play, sign in with a staff account, and run the workshop side of returns and repairs from a phone.

## Multi-Location Operations

- [Multi-Store Installs](https://help.returnmate.io/help/stores-locations/multi-store): Enable multi-store returns and transfers, designate a Master Hub, and manage returns across retail locations from one ReturnMate install.
- [Locations & Warehouses](https://help.returnmate.io/help/stores-locations/locations-warehouses): How locations work in ReturnMate — the receiving address, retail drop-off locations, per-location printing, and moving RMAs between locations.
- [Master Store / Hub Routing](https://help.returnmate.io/help/stores-locations/master-store): Centralise complex returns at your Master Hub — when to transfer items in, how they arrive, and how they're processed and dispatched again.
- [Audit Logs](https://help.returnmate.io/help/stores-locations/audit-logs): What ReturnMate records in its audit log, where you can see activity history in the admin, and how to request an audit investigation.
- [Transfer Workflow](https://help.returnmate.io/help/stores-locations/transfer-workflow): Transfer returned items between store locations for specialist repair, supplier returns, or centralised processing.

## Integrations & Compliance

- [Gorgias Integration](https://help.returnmate.io/help/integrations/gorgias): Connect ReturnMate to Gorgias so support agents see RMA status and tracking on the ticket, every new return opens a ticket, and messages and notes stay in step.
- [Zendesk Integration](https://help.returnmate.io/help/integrations/zendesk): Link Zendesk support tickets to RMAs and view return details directly from Zendesk.
- [Freshdesk Integration](https://help.returnmate.io/help/integrations/freshdesk): Connect ReturnMate with Freshdesk for unified support and returns management.
- [Klaviyo Integration](https://help.returnmate.io/help/integrations/klaviyo): Segment customers and trigger flows based on return behaviour.
- [Webhooks Reference](https://help.returnmate.io/help/integrations/webhooks): Receive signed, real-time notifications when offline repairs and trade returns change state in ReturnMate.
- [Monitoring & Logs](https://help.returnmate.io/help/integrations/monitoring): Where to see integration health, RMA activity and webhook delivery behaviour in ReturnMate.
- [Dangerous Goods Shipping](https://help.returnmate.io/help/integrations/dangerous-goods): Configure dangerous goods declarations for products containing lithium batteries or other restricted items.
- [API Reference](https://help.returnmate.io/help/integrations/api-reference): Integrate external systems with ReturnMate using the External API — offline repairs and trade returns with API-key authentication.
- [TradeMate (B2B) Returns](https://help.returnmate.io/help/integrations/trademate): Connect ReturnMate to TradeMate to manage B2B trade returns — create trade RMAs, resolve with credits or free replacements, and sync everything back to TradeMate.

## Configuration Reference

- [Carriers & Label Formats](https://help.returnmate.io/help/settings-reference/carriers-formats): Reference for the Settings → Carriers screen — supported carriers, credentials, environments and service codes.
- [Notifications Strategy](https://help.returnmate.io/help/settings-reference/notifications): How ReturnMate emails customers and staff at each stage of the return lifecycle, and where to customise them.
- [Data Retention & Exports](https://help.returnmate.io/help/settings-reference/data-exports): The exports ReturnMate offers today — RMA list CSV, analytics CSVs and evidence photos — and what happens to your data on redaction or uninstall.
- [Automation in ReturnMate](https://help.returnmate.io/help/settings-reference/automation): What ReturnMate automates today — auto-approval, labels at approval, SLA alerts, warranty matching, DG routing — and what it doesn't.
- [Users, Roles & Access](https://help.returnmate.io/help/settings-reference/roles-permissions): How ReturnMate provisions users from Shopify, what each role can do, and how to scope access by location and store.
- [Security Overview](https://help.returnmate.io/help/settings-reference/security): How ReturnMate secures your data — Shopify authentication, portal verification, encrypted credentials, signed URLs and GDPR handling.
- [Domain & Branding](https://help.returnmate.io/help/settings-reference/domain-branding): Configure custom domains, portal branding, and email templates to match your store's identity.
- [Return Locations & Methods](https://help.returnmate.io/help/settings-reference/return-locations): Configure return addresses, drop-off locations, and available return methods for customers.
- [Carrier Surcharges](https://help.returnmate.io/help/settings-reference/carrier-surcharges): Configure surcharges for specific products, destinations, bulky items, and dangerous goods.
- [Store Mode](https://help.returnmate.io/help/settings-reference/store-mode): Choose how your business handles returns — returns only, returns & warranty, drop-shipper, or both.
- [Restocking Fees](https://help.returnmate.io/help/settings-reference/restocking-fees): Configure restocking fees applied to returns based on item condition.
- [Warranty Settings](https://help.returnmate.io/help/settings-reference/warranty-settings): Configure warranty policies, labour rates, repair parts, and failure analysis thresholds.
- [Faults & Diagnostics Configuration](https://help.returnmate.io/help/settings-reference/fault-management): Set up the three-level fault classification hierarchy for product diagnostics.
- [Resolution Options](https://help.returnmate.io/help/settings-reference/resolution-options): Configure which resolution options are available for each warranty determination type.
- [Serial Tracking Settings](https://help.returnmate.io/help/settings-reference/serial-tracking): Configure serial number capture and verification for warranty validation and fraud prevention.
- [Third-Party Repair Settings](https://help.returnmate.io/help/settings-reference/third-party-repairs): Enable customers to submit warranty repair requests for items purchased from third-party resellers.
- [Print Clients & Labels](https://help.returnmate.io/help/settings-reference/print-clients): Set up label printers and print clients for direct thermal printing of shipping labels and device tags.
- [SLA Settings](https://help.returnmate.io/help/settings-reference/sla-settings): Configure Service Level Agreement targets and breach notifications for returns and warranty repairs.
- [Device Tags & Warehouse Printing](https://help.returnmate.io/help/settings-reference/device-tags): Print barcode device tags to track physical units through receiving, diagnostics and repair — via thermal print clients or the browser.

## Troubleshooting & FAQ

- [OAuth Permission Issues](https://help.returnmate.io/help/troubleshooting-faq/oauth-permissions): Troubleshoot common OAuth and permission problems with Shopify connections.
- [Tracking & Label Issues](https://help.returnmate.io/help/troubleshooting-faq/tracking-labels): Resolve problems with shipping labels and tracking updates.
- [Duplicate Webhooks](https://help.returnmate.io/help/troubleshooting-faq/duplicate-webhooks): Understand and handle duplicate webhook deliveries.
- [Performance & Caching](https://help.returnmate.io/help/troubleshooting-faq/performance): General browser troubleshooting steps for a slow or unresponsive ReturnMate admin.
- [Common Questions](https://help.returnmate.io/help/troubleshooting-faq/common-questions): Frequently asked questions about using ReturnMate.
- [Common Errors & Solutions](https://help.returnmate.io/help/troubleshooting-faq/common-errors): Troubleshoot common error messages and issues in ReturnMate with step-by-step solutions.
- [Getting Support](https://help.returnmate.io/help/troubleshooting-faq/getting-support): How to contact ReturnMate support and what information to include so issues are resolved quickly.
- [Release Notes & Changelog](https://help.returnmate.io/help/troubleshooting-faq/changelog): Track new features, improvements, and bug fixes in ReturnMate releases.