Branded Return Portal in OrderNXT: Setup, Rules, Flows & Conversion

Returns don’t have to be slow or manual. With OrderNXT you can publish a branded, self-service return portal that follows your rules—auto-reject when it should, approve “keep item & refund/credit”, or generate a return label instantly. Below is a practical, step-by-step guide to go live and turn returns into a smooth customer experience.

Step 1 — Set company branding (one time)

In Administration → Company Settings:

• Company Title — the name shown to customers.

• Company Slug — forms the public portal URL.

• Brand Color — used in the portal UI for buttons and highlights.

• Support Email — appears in notifications and the portal footer.

Tip: Add your logo and brand color so the portal looks like a natural extension of your store.

Step 2 — Define your return window

Go to Returns → Return Settings and set Return Window Days (e.g., 14 or 30). Orders outside this window will be blocked from submitting new requests.

Step 3 — Create automated return policies

In Returns → Return Settings → Add Policy, define the rules that decide what happens when a customer submits a request.

Resolution types (what the system does):

• Rejected — automatically decline the return.

• Keep Items — approve the request, let the shopper keep the item, and issue refund or store credit.

• Label Creation — automatically generate a return label.

• Manual Approval — leave it Pending for a human decision.

Match conditions you can set:

• Return reasons to which the policy applies (e.g., Damaged Products, Wrong Item, Change of Mind, Product Doesn’t Fit, Incorrect Size/Product, Item Different Than Described).

• Refund method allowed: Store Credit and/or Refund.

• Price filter (optional) — e.g., total refund is less than 40 PLN to enable keep-item for low-value items.

Priority logic (how conflicts are resolved):
If multiple policies match, OrderNXT tries them in order: Reject → Keep Items → Label Creation. If none apply, the request stays Pending for Manual Approval.

Tip: Start with 2–3 simple policies. You can add granular cases later (country, product type, value thresholds).

Step 4 — Publish & share your return portal link

Your portal link is generated from the Company Slug. Share it in:

• Website footer (Returns / Exchanges)

• Order confirmation & shipping emails

• Tracking page and Help Center

• Chatbot quick replies

The clearer the access, the fewer “How do I return?” tickets.

Example policies that reduce cost and boost CX

1. “Keep item & refund” for low-value items

   • Reason: Change of Mind, Doesn’t Fit

   • Price filter: total refund < 40 PLN

   • Resolution: Keep Items (+ Store Credit)

   • Why: Avoids reverse logistics cost for small items; instant win for the shopper.

2. Instant label for quality issues

   • Reason: Damaged Product / Wrong Item / Different Than Described

   • Resolution: Label Creation (+ Refund)

   • Why: Removes friction when it’s clearly on us; faster recovery.

3. Manual review for high-value items

   • Reason: Any

   • Price filter: total refund ≥ 500 PLN

   • Resolution: Manual Approval

   • Why: Adds human oversight where risk is higher.

4. Reject outside window

   • Reason: Any

   • Condition: Order beyond return window (handled by Step 2)

   • Resolution: Rejected

   • Why: Policy clarity and consistency.

What your customers see (typical flow)

1. Open the return portal link.

2. Enter order ID + email or phone number.

3. Select item(s) and a reason.

4. The system applies your policy:

   • If Keep Items → confirmation with refund/credit details.

   • If Label Creation → label and instructions are issued instantly.

   • If Rejected or Manual Approval → clear status shown; customer is notified.

5. Status updates remain visible in the portal; your team sees the same timeline in OrderNXT.

QA checklist before you go live

• Company Title, Slug, Brand Color, Support Email saved

• Return Window Days set and tested (in/out of window)

• At least one policy per typical reason (e.g., damaged, doesn’t fit)

• Low-value Keep Item policy verified

• Label generation tested for a sample order

• Portal link placed in footer + emails

Troubleshooting

• Policy didn’t trigger: Confirm the request reason and refund method match the policy and that the price filter threshold applies.

• Wrong resolution applied: Check the priority order and whether multiple policies match—adjust conditions or add a more specific policy.

• Portal link not working: Ensure Company Slug is set and you’re using the correct environment/domain.