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A smooth return process builds customer trust and encourages repeat purchases. These recommendations cover how to handle returns in Shopify with Smart Send.

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Shopify return handling

Shopify has built-in return management that lets you create and track returns directly from the order page. Use this as your starting point for return workflows.
Use Shopify’s built-in return management to create returns from orders. This keeps your return data centralized and visible alongside order information.
Configure your return rules in Settings > Policies in your Shopify admin, and manage individual returns from the order detail page. See Returns and refunds in the Shopify documentation.

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Return labels with Smart Send

Smart Send can generate return labels using your existing carrier agreements. This gives customers prepaid return labels at your negotiated shipping rates rather than retail prices.
Generate return labels through Smart Send to use your carrier agreements. This is typically cheaper than having customers arrange return shipping themselves.
Return labels can be:
  • Included in the original shipment — for a frictionless return experience
  • Sent on request — to reduce costs by only generating labels for actual returns

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Return policy recommendations

For Scandinavian e-commerce, consider these return policy practices:
  • Clear return window — EU regulations require a minimum 14-day right of withdrawal for online purchases
  • Easy-to-find policy — link your return policy from the footer, order confirmation, and FAQ
  • Simple process — minimize the steps customers need to take to initiate a return
  • Free returns consideration — while costly, free returns can increase conversion and customer loyalty
EU consumer protection law gives customers a 14-day right of withdrawal for online purchases. This is a legal requirement, not a policy choice.

Returns

In-depth guide to return shipment methods and strategies

Carrier connections

Set up carrier agreements for return labels