--- title: "How to configure Returns portal" canonical: "https://ingrid-support.refined.site/space/KB/390234126/How%20to%20configure%20Returns%20portal" format: markdown --- ## Configuration Guide ### Prerequisites Before launching the Returns Portal, ensure you have: 1. **Carrier Integrations** Configure at least one shipping carrier for return label generation. **See:** [Returns Carrier Integrations](https://ingrid-ab.atlassian.net/wiki/spaces/KB/pages/385351682) guide for setup instructions --- 2. **Return Policy Configuration** Set up your return policy (return period, fees, eligible carriers). **See:** [Price Setup Configuration](https://ingrid-ab.atlassian.net/wiki/spaces/KB/pages/380305409) guide --- 3. **Return Warehouse Address** Configure where return shipments should be delivered. **See:** [Returns Address Configuration](https://ingrid-ab.atlassian.net/wiki/spaces/KB/pages/382959617) guide --- 4. **E-Commerce Platform Connection** Active integration between your store and Ingrid Returns. **Handled by:** Ingrid implementation team during onboarding --- ### Portal Setup Options ### Access Methods **Option 1: Embedded on Your Website (Recommended)** - Portal appears as part of your website - Seamless customer experience - Uses your domain and navigation - Customers stay within your brand environment **Setup:** Add iframe code to your customer account pages --- **Option 2: Standalone Branded Page** - Portal hosted at dedicated URL (e.g., [returns.yourstore.com](http://returns.yourstore.com)) - Link from emails, website, and customer service - Fully branded to match your identity - Custom domain available **Setup:** Use provided portal URL and customise design --- ### Design Customisation **Brand Your Portal:** **Visual Design:** - Upload your logo - Set brand colours (primary, secondary, accent) - Choose fonts that match your website - Control button styles (rounded, square) - Set spacing and layout preferences **Content Customisation:** - Customise all text and messaging - Translate to multiple languages - Write custom instructions - Add links to help resources - Include promotional messaging **Preview:** Test all changes in real-time preview before publishing --- ### Return Policy Configuration **Define Your Return Rules:** | **Policy Element** | **What You Control** | | --- | --- | | **Return Period** | Days customers have to return (14-90 days typical) | | **Return Fees** | Free returns or charge customers (amount per return) | | **Eligible Items** | All items or exclude certain products | | **Return Methods** | Digital label, store returns, customer ships | | **Exchanges** | Enable/disable exchange functionality | | **Carriers** | Which shipping providers customers can use | | **Return Reasons** | Dropdown options and required fields | --- ### Setup Process **Step 1: Access Configuration** Log in to your Returns Back-office and navigate to Settings → Portal Configuration --- **Step 2: Design Your Portal** 1. Upload your logo 2. Set brand colours 3. Choose fonts 4. Customise button styles 5. Preview changes 6. Publish when satisfied --- **Step 3: Configure Return Reasons** 1. Navigate to Settings → Return Reasons 2. Add main reasons (Changed mind, Wrong size, Quality issue) 3. Add sub-reasons for detailed categorisation 4. Set which reasons require comments 5. Configure photo upload requirements --- **Step 4: Set Up Email Templates** 1. Navigate to Settings → Email Templates 2. Customise return confirmation email 3. Add your logo and brand colours 4. Edit email copy and tone 5. Configure other notification emails --- **Step 5: Embed on Website (if using iframe)** 1. Copy provided iframe code 2. Add to your “My Orders” or “Returns” page 3. Test with sample order 4. Verify display and functionality --- **Step 6: Test End-to-End** 1. Create test order 2. Access portal and initiate return 3. Verify email confirmation 4. Check label generation 5. Test status page tracking 6. Confirm back-office receives return --- **Step 7: Launch** 1. Announce portal in customer communications 2. Add links to order emails 3. Update help center documentation 4. Train CS team on new process 5. Monitor usage and feedback --- ## Implementation Examples ### Example 1: UK Fashion Retailer **Configuration:** **Portal Access:** - Embedded iframe on “Order History” page - Pre-authentication from logged-in session - Custom domain: [returns.ukfashion.com](http://returns.ukfashion.com) **Design:** - Black and white minimalist design - Brand logo prominently displayed - Custom sans-serif font - Square buttons (modern aesthetic) **Return Policy:** - 28-day return period - Free returns (all carriers) - Carriers: Royal Mail, Evri, InPost - Exchanges enabled - 8 return reason options **Results:** - 82% self-service adoption - 90-second average completion time - 4.6/5 customer satisfaction - 65% reduction in support tickets --- ### Example 2: Nordic Electronics Chain **Configuration:** **Portal Access:** - Standalone page: [http://returns.nordicelectronics.se](http://returns.nordicelectronics.se) - Links in emails and website footer **Design:** - Blue and white brand colours - Large product photography - Clean, spacious layout **Multi-Market Setup:** - Swedish (30 days), Norwegian (14 days), Danish (14 days), Finnish (14 days) - Localised in 4 languages - Country-specific carriers per market - Automatic compliance with local laws **Special Features:** - Photo upload mandatory for defective claims - Approval workflow for returns >€500 - Exchanges disabled (electronics specific) **Results:** - Automatic regulatory compliance - 40% fraud reduction - Better QC data from structured reasons - Scalable to new markets --- ### Example 3: Luxury Fashion Brand **Configuration:** **Portal Access:** - Custom domain: [returns.luxurybrand.com](http://returns.luxurybrand.com) - Premium branded experience throughout **Design:** - Elegant design with gold accents - Serif font for premium feel - High-quality product images - Subtle animations **Return Policy:** - 60-day return period (premium benefit) - Free returns (premium carriers only: UPS, DHL Express) - White-glove service messaging - Concierge-style communication **Results:** - Brand perception maintained - 4.9/5 customer satisfaction - 18% increase in repeat purchases - Premium positioning reinforced