STEP 1

What are Returns and Exchanges?

Recustomer Returns and Exchanges lets you accept returns and exchanges for shipped orders through a dedicated request form.

This page introduces the main features.

1. A return portal with your own branding

You can set your logo and a background image to build a return portal that matches your brand.

The portal asks shoppers for the return reason and the condition of the item, and collects photos of any defects. This removes the back-and-forth your team used to handle by email.

Shoppers can also arrange a pickup (Sagawa Express) for the returned item directly from the portal, which reduces the effort on their side.

2. Return policy settings

You can set policies that match how you operate, such as the conditions for accepting a return and who pays the return shipping.

For example:

Do not accept requests for items shipped more than 10 days ago
Reject returns for sale items and hygiene products (specific product tags or collections)
Reject returns for items that have been used
Pay the return shipping yourself when the reason is a defect, and ask the shopper to pay when the item did not match their expectations
Pay the return shipping yourself for Gold members
Specify items that can only be exchanged, not refunded

3. Stock lookup and slip creation for exchanges

For exchange requests, Recustomer checks the stock in your cart system or OMS in real time while the shopper chooses the replacement item, so out-of-stock variants cannot be selected.

When stock is available, a ¥0 exchange slip is created automatically as soon as the request is accepted, which reserves the stock.

The shopper's request screen. On the screen for choosing the size and colour of the exchange item, out-of-stock options cannot be selected.

4. The return management screen

You can see all return and exchange requests in one list, and tell at a glance which ones need action from their status (awaiting approval, awaiting receipt, not yet refunded, not yet exchanged).

You can also issue restricted accounts for warehouse staff, who can then enter inspection results and match incoming items by scanning the barcode on the pickup slip, directly in the admin dashboard.

This keeps information that used to be exchanged between the warehouse and customer support on spreadsheets in one place, inside Recustomer.

The return management list. Columns show the request ID, approval status, return status, refund status and so on.