Keep requests together
Collect order details, return reasons and photo evidence through your branded portal.
FulfillRelay Returns · Customer returns for Shopify
Every return.
A clear next step.
Give customers a branded returns portal and your team one place to review requests, manage labels and follow each case.
Make clear decisions
Review each case against your rules. AI suggestions are optional; approval stays with you.
Keep customers informed
Share labels and case progress in the portal, with status emails when enabled.
How FulfillRelay Returns works
From first request
to a resolved return.
See how customers submit a return and how your team reviews the request, checks photos and decides what happens next.
Read the transcript →How it works
One request.
Four clear steps.
- 01
Publish your return rules
Set your store’s return policy and share your branded customer portal.
- 02
Collect the request
Customers verify their email, select their order item and provide a reason, photos or notes.
- 03
Review and decide
Check the evidence against your rules. Use optional AI suggestions when helpful, then approve or decline yourself.
- 04
Resolve the return
Upload a carrier return label, record the received item and explicitly confirm any Shopify refund.
You control approvals and refunds. Return-label PDFs come from your carrier before you upload them.
Your store’s customer experience
A familiar place
to ask for a return.
Give customers a direct portal link under your store’s branding, with a clear path from request to status update.
- Order lookup and email verification.
- Return reasons, photos and notes in one request.
- Labels and the latest case status in the portal.
FulfillRelay Returns · Customer returns
Start free. Grow with your return volume.
A separate app for your store. No supplier connection or Main subscription required.
Returns plan
Free
$0 USD / month
- 5 return cases / month
- 5 optional AI reviews / month
- Branded customer portal
- Manual approval & decline
- Return-label PDF uploads
Returns plan
Starter
$19 USD / month
- 50 return cases / month
- 50 optional AI reviews / month
- Branded customer portal
- Manual approval & decline
- Return-label PDF uploads
Returns plan
Growth
$49 USD / month
- 300 return cases / month
- 300 optional AI reviews / month
- Branded customer portal
- Manual approval & decline
- Return-label PDF uploads
Returns plan
Pro
$99 USD / month
- 1,000 return cases / month
- 1,000 optional AI reviews / month
- Branded customer portal
- Manual approval & decline
- Return-label PDF uploads
Paid plans are billed in USD every 30 days through Shopify. AI reviews provide suggestions; you make the decision and confirm any refund. Obtain return-label PDFs from your carrier before uploading them.
Need orders routed between retailer and supplier stores? See FulfillRelay order routing plans →
A few things to know.
Do I need the main FulfillRelay app?
No. FulfillRelay Returns is a separate app for your Shopify store. No supplier connection or Main subscription is required. If you also need supplier order routing, explore FulfillRelay.
Does AI approve returns or issue refunds?
No. AI reviews provide optional suggestions within your plan limits. You approve or decline each return and explicitly confirm any refund.
How do return labels work?
Obtain a return-label PDF from your carrier, then upload it to the case for your customer. Label postage is separate from the app subscription.
What is included in the free plan?
Five return cases and five optional AI reviews per month, with the branded portal and manual review workflow. Paid plans support higher monthly volumes.
Your next step
Give every return a clear path.
Install Returns, publish your rules and share your portal link.