Returns & Exchanges FAQ

Souvely: Returns & Exchanges is a Shopify returns app with a customer portal, merchant processing for refunds, store credit, and exchanges, eligibility rules, and retention analytics — so shoppers can start a return and you can approve and process it without leaving Shopify.

Share your returns portal (App Proxy path /apps/returns), add the email HTML snippet to Order and Shipping confirmation emails, and optionally use the Customer Account extension. Shoppers enter the order number and the email on the order, or start from their customer account, then pick items and a reason and submit a request for you to review.

Merchants can process refunds, store credit, and exchanges through Shopify’s returns APIs, guided by your rules and Shopify’s suggested financial outcome. Exchange and credit options help retain revenue versus cash refunds.

First install includes a one-time 30-day full-access trial with unlimited return requests and Pro features. Approving Growth or Pro ends the install trial and starts billing (no extra Shopify trial on new paid plans). Reinstalling does not restart or extend the trial. After the trial, Free allows up to 5 new return requests per month — unlimited volume applies only to the install trial and paid Growth/Pro.

Yes. Free is $0 with core portal → request → process workflow, refund / store credit / exchange processing, basic eligibility rules, dashboard overview, and 30-day metrics. Free includes up to 5 new submitted return requests per calendar month (not unlimited). Growth ($29/mo) and Pro ($79/mo) include unlimited return requests.

New installs get a 30-day full-access trial with unlimited return requests and Pro features. After that, Growth is $29/mo (unlimited requests) with portal branding polish, advanced rule matching, photo requirements, and deeper analytics. Pro is $79/mo (unlimited requests) with white-label portal extras, branded Souvely emails, CSV / retained-revenue exports, Pro rules (restocking fees, resolution limits), and higher enabled-rule limits. New paid subscriptions do not add a separate Shopify trial.

The customer portal runs on an App Proxy URL. Paste the provided Liquid snippet into Shopify notification emails so shoppers can find the portal. Optional Customer Account UI extension deep-links logged-in shoppers into returns.

Merchant Terms, DPA, and Privacy Policy are published on souvely.com. Merchants accept the current versions in-app before using admin tools. Compliance webhooks handle customer data request, customer redact, and shop redact.

Email support@souvely.com. Include your shop domain, that you’re using Returns & Exchanges, and a short description of the issue.