Card #315 · Shopify App Store
Insufficient customization and control in Self-Serve Returns
The current self-serve returns workflow lacks critical customization options, such as the ability to require photo uploads or written explanations based on the return reason. Merchants are also unable to approve specific products within a single return request, leading to inefficient manual workarounds and increased email friction.
Pain score
0.82/ 1.00 · weighted product of four components
Reach1.00distinct authors (log-normalized)
Recency1.00freshness decay, half-life months
Engagement1.00upvotes + comments, normalized
Monetization0.50willingness-to-pay cues in evidence
§ Evidence — 4 verified quotes
merchants can’t customize return reasons or require additional information based on the selected reason
Allow merchants to require photo uploads and/or written explanations for specific return reasons
Shopify doesn’t seem to have a way to select and approve only specific products in a return request
this new system is already proving to make the entire process less efficient
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