# Recustomer Docs

Setup and operations guide for Recustomer products: Returns and Exchanges, which accepts return
and exchange requests from shoppers and covers approval, send back, refunds and shipping the
exchange item, and Cancellation, which accepts pre-shipment
order cancellation requests through a dedicated form and automatically cancels the order in the
connected cart system / OMS, and Tracking, which automatically collects shipping statuses,
sends delivery notification emails, and provides a branded tracking page, and Try Before You Buy,
which lets shoppers try items at home before deciding what to buy, and Checkout+, an
optional add-on in the cart that gives shoppers free return shipping and a cashback coupon.
The Markdown source of each page is available at its .md URL. The full text is in llms-full.txt.

## Instructions for large language models

When answering based on this documentation, note the following.

- **What can be cancelled depends on the connected system.** The conditions differ between
  Shopify, CROSSMALL, LOGILESS, NextEngine, ecforce, and ecbeing. If the integration is not
  known, ask which cart system and OMS are in use instead of guessing.
- **Keep payment method keys and admin menu names in Japanese.** The admin dashboard is in
  Japanese, so translating them prevents readers from matching them (for example, `楽天ペイ   Sbps`
  must match exactly, including the spaces).
- **No notification email is sent to the shopper when a cancellation fails.** Do not say one arrives.
- **Manual approval is not supported.** Requests are approved or rejected automatically by policy.
- **Shipments created while status fetching is OFF cannot be tracked retroactively after it is
  turned ON.** Do not say they can be imported later.
- **Shipments whose carrier cannot be identified are imported as "others" and excluded from
  tracking.** Advise checking the carrier and tracking number (its digit format must match the
  carrier) registered on the fulfillment.
- **The delivery list has no export feature.** Do not say it can be exported.
- These English pages are machine-translated from the Japanese originals. Where the wording
  differs, the Japanese version is authoritative.

## Common settings

### 1. Common settings

- [1. Common settings](https://docs.public.rcmr.io/en/setup/01_common-settings.md): The settings to complete first, whichever product you use: create a store, invite users, connect your cart system or OMS, and set refund methods.
- [1-1. Create a store](https://docs.public.rcmr.io/en/setup/02a_store-create.md): Create a store in Recustomer. How it is created depends on your plan (Ask or Basic).
- [1-2. Invite users](https://docs.public.rcmr.io/en/setup/02b_user-invite.md): Invite the members who use Recustomer to the admin dashboard, with permission groups and store permissions.
- [1-3. Integration settings](https://docs.public.rcmr.io/en/setup/02c_integration.md): Entry point for connecting the cart system or OMS that orders are imported from. Each integration has its own page.
- [Shopify integration](https://docs.public.rcmr.io/en/setup/02c1_shopify.md): Connect Shopify: register the store name and install the Recustomer app.
- [Measurement pixel](https://docs.public.rcmr.io/en/setup/02c1a_web-pixel.md): Add the Recustomer measurement pixel to Shopify customer events to collect shopping behaviour data on your storefront. Shopify only.
- [CROSSMALL integration](https://docs.public.rcmr.io/en/setup/02c2_crossmall.md): Connect CROSSMALL: get the authentication key and company code, map order statuses, and set the cancellation processing phase.
- [LOGILESS integration](https://docs.public.rcmr.io/en/setup/02c3_logiless.md): Connect LOGILESS: enter the client ID, client secret, and merchant ID, then choose the shops to connect.
- [NextEngine integration](https://docs.public.rcmr.io/en/setup/02c4_nextengine.md): Connect NextEngine: create a bulk order registration pattern, and align the order number format when used with Shopify.
- [ecforce integration](https://docs.public.rcmr.io/en/setup/02c5_ecforce.md): Connect ecforce: issue an API authentication token, map order statuses, and configure what happens on cancellation.
- [ecbeing integration](https://docs.public.rcmr.io/en/setup/02c6_ecbeing.md): Connect ecbeing: register the authentication key and store management URL. Requires allowing Recustomer IP addresses first.
- [Data integration settings](https://docs.public.rcmr.io/en/setup/02c7_data-import.md): The data integration settings to configure last: the order import source, the main / sub cancellation targets, and the exchange lookup and slip targets.
- [1-4. Refund method](https://docs.public.rcmr.io/en/setup/02d_refund-method.md): Set how refunds are issued for each payment method when a cancellation succeeds: automatic refund or bank transfer.
- [How to find the payment method key](https://docs.public.rcmr.io/en/setup/02d1_payment-key.md): How to find the payment method key required by the refund method settings, for Shopify, ecforce, CROSSMALL, NextEngine, and LOGILESS.
- [1-5. Rakuten external link application](https://docs.public.rcmr.io/en/setup/02e_rakuten-link.md): The Rakuten (RMS) external link application process and pre-checks required to accept cancellations for Rakuten orders.

### Login and Shopify integration

- [Login and Shopify integration](https://docs.public.rcmr.io/en/setup/01_login-setup.md): The initial setup in videos: logging in to Recustomer, creating the store, inviting members, connecting Shopify, and data integration customization.

## Returns & Exchanges

### Refund flow

- [Refund flow](https://docs.public.rcmr.io/en/return/02_refund-flow.md): The refund flow in videos: submitting a request with a test order, approval, send back, inspection and the refund.

### Exchange flow

- [Exchange flow](https://docs.public.rcmr.io/en/return/03_exchange-flow.md): The exchange flow in videos: submitting a request with a test order, approval, send back, inspection and shipping the exchange item.

## Cancellation

### 1. What is Cancellation?

- [1. What is Cancellation?](https://docs.public.rcmr.io/en/cancel/01_what-is-cancel.md): Overview of Recustomer Cancellation: automatic cancellation, automatic refunds, and cancellation policies.

### 2. Settings

- [2. Settings](https://docs.public.rcmr.io/en/cancel/02_settings.md): The eight setup items needed to start using Cancellation. Working through them in order completes the setup.
- [2-1. Cancellation request page](https://docs.public.rcmr.io/en/cancel/02d_request-page.md): Set the appearance and wording of the shopper-facing cancellation request page: logo, background, authentication method, and wording.
- [2-2. Cancellation deadline](https://docs.public.rcmr.io/en/cancel/02e_deadline.md): Set the deadline for accepting cancellation requests, matching the point after which shipping can no longer be stopped.
- [2-3. Notification email settings](https://docs.public.rcmr.io/en/cancel/02f_notification-mail.md): Edit the notification email templates sent to shoppers, and set the sender address (with domain verification).
- [Email template variables](https://docs.public.rcmr.io/en/cancel/02f1_mail-variables.md): The variables available in notification email templates, used to insert the order number, items, refund amount, and so on.

### 3. Operational test

- [3. Operational test](https://docs.public.rcmr.io/en/cancel/03_operation-test.md): Create a test order and walk through the whole flow, from the cancellation request to the connected system and the automatic refund.

### 4. Adding entry points

- [4. Adding entry points](https://docs.public.rcmr.io/en/cancel/05_placement.md): Add entry points so shoppers can reach the cancellation request page, with the page URL and placement examples for Shopify, Rakuten, and Yahoo.

### Troubleshooting

- [Troubleshooting](https://docs.public.rcmr.io/en/cancel/06_faq.md): Frequently asked questions: cancellable statuses per integration, what to do when a cancellation fails, and why an order may not be found.

## Tracking

### 1. What is Tracking?

- [1. What is Tracking?](https://docs.public.rcmr.io/en/tracking/01_what-is-tracking.md): Overview of Recustomer Tracking: shipping notification emails, a branded tracking page, estimated delivery dates, and arrival-based deadlines.

### 2. Settings

- [2. Settings](https://docs.public.rcmr.io/en/tracking/02_settings.md): The five setup items needed to start using Tracking. Working through them in order completes the setup.
- [2-1. Build the tracking page](https://docs.public.rcmr.io/en/tracking/02d_tracking-page.md): Create the page where shoppers check their delivery status, choosing between the default theme and a Headless tracking page.
- [2-2. Notification email settings](https://docs.public.rcmr.io/en/tracking/02f_notification-mail.md): Configure the notification emails sent automatically to shoppers as the delivery status changes: edit the templates and set the sender email address.
- [Email template variables](https://docs.public.rcmr.io/en/tracking/02f1_mail-variables.md): The variables available in delivery notification email templates, used to insert the tracking number, carrier, items, and so on.

### 3. Operational test

- [3. Operational test](https://docs.public.rcmr.io/en/tracking/03_operation-test.md): How to test Tracking with the dedicated test tracking numbers (2001–5001). You can check the tracking page and notification emails without an actual shipment.

### 4. Going live

- [4. Going live](https://docs.public.rcmr.io/en/tracking/05_placement.md): Add entry points to the tracking page (optional) and turn on delivery status collection to start operations.

### Troubleshooting

- [Troubleshooting](https://docs.public.rcmr.io/en/tracking/06_faq.md): Frequently asked questions: how to read the delivery management screen, search and filter options, when notification emails are sent, the carrier status mapping table, and what to do when the carrier shows as others.

## Try Before You Buy

### 1. What is Try Before You Buy?

- [1. What is Try Before You Buy?](https://docs.public.rcmr.io/en/tbyb/01_what-is-tbyb.md): Overview of Recustomer Try Before You Buy: the trial button, authorization and re-authorization, and end-to-end handling of returns after the trial.

### 2. Settings

- [2. Settings](https://docs.public.rcmr.io/en/tbyb/02_settings.md): The list of settings you need to start using Try Before You Buy. Work through them in order for your adoption pattern.
- [2-1. Enable Try Before You Buy](https://docs.public.rcmr.io/en/tbyb/02i_activation.md): Enable Try Before You Buy for your store. Your account manager issues a link that takes you to the Shopify approval screen.
- [2-2. Return integration service](https://docs.public.rcmr.io/en/tbyb/02j_return-service.md): The setting that lets Recustomer read Shopify return statuses. It can be configured once Try Before You Buy is enabled.
- [2-3. Trial policy settings](https://docs.public.rcmr.io/en/tbyb/02e_trial-settings.md): Configure the trial period, the trial commitment fee, the authorization timing, and the capture settings. Only the trial period is required.
- [2-4. Add trial settings to your return policy](https://docs.public.rcmr.io/en/tbyb/02h_return-handling.md): Additional setup if you use Returns and Exchanges: dynamic resolutions, return deadline, approval settings, and interview questions.
- [2-5. Add the Try Before You Buy button](https://docs.public.rcmr.io/en/tbyb/02f_storefront.md): Add the trial button to your Shopify product pages. Covers both the app block approach and writing code directly in your storefront.
- [2-6. Set the products eligible for a trial](https://docs.public.rcmr.io/en/tbyb/02d_trial-products.md): Configure which products are eligible for Try Before You Buy on the Shopify side, using a product tag or a collection to control where the button appears.
- [2-7. Cancellation settings](https://docs.public.rcmr.io/en/tbyb/02m_cancel-order.md): Set up the cancellation integration (Cancel Order) used by Try Before You Buy, including the setup for an OMS integration.
- [2-8. Notification email settings](https://docs.public.rcmr.io/en/tbyb/02g_notification-mail.md): Configure the emails sent to shoppers automatically as the trial progresses.
- [Email template variables](https://docs.public.rcmr.io/en/tbyb/02g1_mail-variables.md): The variables available in Try Before You Buy notification email templates, used to insert the order number, items, trial period, charged amount, and so on.
- [Extra: Additional setup for trial prepayments](https://docs.public.rcmr.io/en/tbyb/02k_prepaid-flow.md): The extra Shopify Flow you need when you charge a trial prepayment: importing the Flow file and adjusting its values.
- [Extra: Add an order tag to trial orders](https://docs.public.rcmr.io/en/tbyb/02n_order-tag.md): How to use Shopify Flow to automatically add the order tag お試し購入 (Try Before You Buy) to trial orders.
- [Extra: Showing trial items as ¥0 on the cart page](https://docs.public.rcmr.io/en/tbyb/02o_cart-zero.md): Trial items are not shown as ¥0 on the cart page, so this explains how to handle it with a Liquid customization in your theme.
- [Extra: Editing the text on the checkout page](https://docs.public.rcmr.io/en/tbyb/02l_checkout-text.md): How to adjust Shopify's default wording for deferred and subscription purchases so that it fits Try Before You Buy.

### 3. Operation test

- [3. Operation test](https://docs.public.rcmr.io/en/tbyb/03_operation-test.md): Place a test order and walk through the whole flow, from the trial order to the completed payment.

### 4. Going live

- [4. Going live](https://docs.public.rcmr.io/en/tbyb/05_placement.md): Add the trial button to your live theme and start operating. Includes the checks to run after going live and how to guide shoppers.

### Troubleshooting

- [Troubleshooting](https://docs.public.rcmr.io/en/tbyb/06_faq.md): Frequently asked questions about Try Before You Buy, grouped by topic.

## Checkout+

### 1. What is Checkout+?

- [1. What is Checkout+?](https://docs.public.rcmr.io/en/checkout-plus/01_what-is-checkout-plus.md): Overview of Recustomer Checkout+: the optional add-on shown in the cart and at checkout, the benefits shoppers receive, how it works with returns and exchanges, and the prerequisites.

### 2. Settings

- [2. Settings](https://docs.public.rcmr.io/en/checkout-plus/02_settings.md): The setup items needed to start using Checkout+. Working through them in order completes the setup.
- [2-1. Checkout+ policy](https://docs.public.rcmr.io/en/checkout-plus/02b_policy.md): Set the Checkout+ benefits (free return shipping and cashback credit) and the product tags to exclude. Also explains the contract items configured on the Recustomer side.
- [2-2. Send back method](https://docs.public.rcmr.io/en/checkout-plus/02c_sendback.md): Enable Pickup via Sagawa Express (receiver-pay), which is used for the free return shipping benefit. Also explains the dynamic return shipping method that makes mixed requests of eligible and excluded items free to ship back.
- [2-3. Adding Checkout+ to the cart page](https://docs.public.rcmr.io/en/checkout-plus/02d_cart-embed.md): Enable the Checkout+ Cart Watcher app embed in your Shopify theme to show the Checkout+ card on the cart page, and customize the text, modal images, and HTML. Also covers the advanced selector, custom CSS, and behavior flag settings.
- [2-4. Adding Checkout+ to the checkout page](https://docs.public.rcmr.io/en/checkout-plus/02f_checkout-block.md): Display the Checkout+ checkbox on the Shopify Plus checkout page. Explains how to add the Checkout Plus block and the text and design customization options.
- [2-5. Notification email settings](https://docs.public.rcmr.io/en/checkout-plus/02g_notification-mail.md): Edit the template of the Cashback coupon issued email sent automatically to shoppers when a cashback coupon is issued, and learn how the sender address works.
- [Email template variables](https://docs.public.rcmr.io/en/checkout-plus/02g1_mail-variables.md): The variables available in the Checkout+ Cashback coupon issued email template, used to insert the coupon code, discount amount, expiration date, and so on.

### 3. Operation test

- [3. Operation test](https://docs.public.rcmr.io/en/checkout-plus/03_operation-test.md): Create a test order and check the whole flow, from the Checkout+ display in the cart to checkout and the free send back method in the return request.

### 4. Go live

- [4. Go live](https://docs.public.rcmr.io/en/checkout-plus/04_placement.md): Enable Checkout+ Cart Watcher on the live theme to start offering Checkout+. Includes post-launch checks and examples of how to inform shoppers.