Returns

How to Add a Returns and Exchanges Portal to Shopify

November 3, 2026 · Returns, Portal, Exchanges

Most Shopify stores still take returns over email: “What’s the order number? Which size? Photo?” You retype everything into admin while the shopper waits. A dedicated portal keeps the request structured—items, reason, preferred resolution—and hands you a reviewable return in Shopify.

Native Shopify returns tools help you process returns once they exist. They do not replace a branded, self-serve returns and exchanges portal on your storefront. That is where Souvely fits.

What you need before the portal works

Install Souvely: Returns & Exchanges.
Confirm the App Proxy path /apps/returns is available on your shop (Souvely’s default).
Decide how shoppers will find the portal: email link, theme block, and/or Customer Account entry.
Review seeded eligibility rules so the first test order behaves as you expect.

Installing the app alone does not teach every customer where to go. You still need a clear link in post-purchase emails or navigation.

Customer returns portal lookup with order number and email fields

Demo storefront (product-personalizer-2022): guest lookup on /apps/returns before verification. Customer Account deep-link remains optional and shop-specific.

Step 1 — Install and open the merchant app

Install from the Shopify App Store listing.
Complete any required merchant agreements in the app.
Open the Souvely admin home so the shop record and default rules can seed.

First install includes a one-time 30-day full-access trial with Pro features and unlimited return requests. Approving Growth or Pro ends that trial and starts billing. Reinstalling does not restart it.

Step 2 — Share the portal URL

Shoppers use your storefront App Proxy URL:

https://YOUR-SHOP.myshopify.com/apps/returns

(or the same path on your custom domain, depending on how Shopify routes the proxy).

Ways to publish it:

Paste Souvely’s email HTML snippet into Order confirmation and Shipping confirmation notifications.
Add the theme app extension returns portal link block where shoppers look for help.
Optionally enable the Customer Account UI extension so logged-in buyers can start a return from an order action.

Customer Account note (qualified): the extension ships in the app and can deep-link into the portal when New customer accounts and Partner/extension capabilities are working on your shop. Live deep-link behavior should be verified on your storefront after install. Guest lookup with order number + email on the order remains the reliable baseline even if account deep-links need theme or capability checks.

Step 3 — Walk a test request end to end

Place (or use) a fulfilled test order.
Open /apps/returns, enter order number and email, and load returnable items.
Choose a reason and a resolution (refund, store credit, or exchange where allowed).
Submit, then open the request in Souvely → Returns and approve or reject as you would in production.

After approval, Souvely creates the Shopify return and you continue through receive → process using Shopify’s suggested financial outcome for refunds, store credit, or exchanges.

Portal troubleshooting

Symptom	Likely cause	What to try
Portal 404 / blank proxy page	App Proxy not active or wrong path	Confirm Souvely is installed; open `/apps/returns` (not a custom invented path); re-check app status in Shopify admin
“No returnable items” / empty list	Lines not fulfilled, already returned, or blocked by rules	Fulfill the test order first; confirm the item is not final-sale / out of window; review Rules
Order not found	Wrong order name or email mismatch	Use the exact order number Shopify shows and the email on the order (not a different account email)
Monthly request blocked message	Free-plan calendar-month cap after trial	Wait for next month, or move to Growth/Pro; trial unlocks unlimited only during the first-install window
Customer Account “Start return” fails	Extension / network / New customer accounts setup	Fall back to guest `/apps/returns` lookup; confirm New customer accounts; re-test the order action on a logged-in buyer
Status link does nothing useful	Looking at the wrong URL	Use the secure token status link from the submit confirmation—not a guessed admin URL

Still stuck? Email support@souvely.com with your shop domain, that you use Returns & Exchanges, and the step that failed.

What the portal does (and does not)

Does

Self-serve lookup and structured request intake
Eligibility filtering from your rules
Public status page via a secure token link
Support for refund, store credit, same-product variant exchange, and another-product exchange (Shop Now) when rules allow

Does not (current product)

Automatically purchase prepaid carrier labels (shipping is manual instructions today)
Auto-approve every request without merchant review
Replace your published return policy page—you still need clear policy copy on the storefront

Hypothetical example

Example (illustrative): An apparel brand pastes the portal link into shipping confirmation emails. A buyer who ordered a Medium opens /apps/returns, selects the hoodie, chooses “Wrong size,” picks exchange for Large, and submits. Support approves once; no inbox ping-pong for SKU and size.

Common mistakes

Mistake	Fix
Installing but never linking the portal	Add email snippet and/or theme link block
Testing with unfulfilled lines	Returns need returnable fulfillments—fulfill the test order first
Promising prepaid labels in policy copy	Souvely provides manual return instructions; update policy language accordingly
Skipping rules review	Adjust window and resolutions before real traffic
Treating Customer Account as required	Ship guest lookup first; treat account deep-link as optional after you verify it