This section allows you to configure what types of items are returnable, under which conditions, and what return reasons and resolutions are available to customers.
1. Return for Credit Only
Restrict certain products to only be eligible for store credit (no refunds or exchanges).
Enter Product Types – Specify which Shopify product types this applies to.
Enter Tags – Enter product tags that will be limited to store credit.
2. Final Sale Items
Mark specific products as final sale, meaning they are not eligible for return.
You can set this using multiple criteria:
Product Types – e.g., undergarments, clearance items.
Tags – e.g.,
final_sale,non_returnable.Price Patterns (regex) – e.g.,
\.99$to match items priced ending in .99.💡 Note: This setting is evaluated against the gross unit price in the order's currency. If your store operates with multi-currency support, price patterns may not behave consistently across currencies — ensure your regex is compatible with your international pricing logic.
Custom Field Keys – Identify items flagged as final sale via metafields like
_final_sale.Discount Percentage Threshold – If the discount exceeds this %, the item will be final sale (e.g., 60%+ off).
3. Return Reasons
These are shown to the customer during the return request flow. You can configure:
Which reasons are visible
What conditions apply per reason
Which resolutions and return methods are available
To configure:
Click Edit next to a return reason.
Adjust the following settings:
🛠️ Return Reason Settings
Field | Description |
|---|---|
Displayed Reason | Customer-facing name of the reason |
Internal Return Code | System ID used for analytics. Must be unique ⚠️ Does not support spaces — use underscores |
Exclude Resolution Options | Remove specific resolutions (e.g., no refunds for “Arrived Late”) |
Exclude Return Methods | Hide certain return methods for this reason (e.g., no drop-off for “Damaged”) |
Waive Shipping Fee | Enable to waive the return shipping fee for this reason |
Proof Upload | Require customers to upload a photo or document for this reason |
Additional Information | Enable a text field for the customer to provide more details |
Visibility Toggle | Use to hide or show this return reason to customers |
💡 Tip: Common reasons to waive the shipping fee include “Wrong item” or “Damaged on arrival.”
4. Resolution Options
Determine what types of resolutions are offered:
Store Credit – Refund issued as a gift card; can be incentivized:
Fixed Amount or Percentage Bonus (e.g., +10% store credit)
Exchange – Customer selects a same-priced variation.
Refund – Refund to original payment method.
Replacement – Reship the same item to the customer.
🔄 Note: Both exchange and replacement options are only available if the relevant item or variant is in stock at the time of the request.
5. Resolution Completion Trigger
Controls when a resolution is considered "complete":
Shipped – Triggered when the return shipment is scanned by the courier
Received – Triggered when the return arrives at the warehouse
Verified – Triggered once your warehouse team marks it as received and/or inspected
If you need help configuring your return options or reasons, contact us at support@invisiblecommerce.com.