---
title: "Returns portal"
canonical: "https://ingrid-support.refined.site/space/KB/390397957/Returns%20portal"
format: markdown
---
The **Returns Portal** is a **self-service web application** that allows your customers to independently initiate, manage, and track returns without contacting your support team.

**How it works:**

1. **Customer accesses portal** from your website or via email link
2. **Logs in** with email and order number
3. **Selects items** to return from their order
4. **Chooses return reason** and shipping method
5. **Receives instant confirmation** with return label
6. **Tracks return progress** via personalised status page

**Integration points:**

- Embedded on your website (iframe) or standalone branded page
- Connected to your e-commerce platform (order data)
- Integrated with shipping carriers (automatic label generation)
- Linked to payment systems (automatic refunds)

---

### Configuration Options

The Returns Portal offers extensive customisation options to match your brand and business requirements.

### Portal Access Configuration

| **Option** | **Description** | **Configuration Location** |
| --- | --- | --- |
| **Iframe Embedding** | Embed portal as iframe on your website | Settings → App Design → Iframe settings |
| **Standalone Hosted Page** | Use Ingrid-hosted portal URL | Settings → App Design→ URL settings |
| **Pre-Authentication** | Pass email/order as query parameters to skip login | Implementation (URL parameters) |
| **Custom Domain** | Use your own domain (e.g., [returns.yourstore.com](http://returns.yourstore.com)) | Contact Ingrid support for DNS setup |

---

### Design & Branding Configuration

The Returns Portal App Design settings are organised into multiple categories, each controlling different visual aspects of the customer-facing interface.

**Preview:** Iframe preview available in Settings → App Design to test changes before publishing

---

### General Shop Info

| **Setting** | **Description** | **Format/Options** |
| --- | --- | --- |
| **Shop Name** | Your store name displayed in portal | Text field |
| **Shop url** | Your website URL for branding links | URL |
| **Support email** | Contact email displayed to customers | Email address |
| **Html Page Title** | Browser tab title for portal page | Text field |
| **Html Favicon** | Browser tab icon (favicon) | Image URL |

---

### Shop Logo

| **Setting** | **Description** | **Format/Options** |
| --- | --- | --- |
| **Shop logo url** | URL to your brand logo image | Image URL (PNG, SVG) |
| **Shop logo height** | Logo height for desktop view | Pixels (e.g., 70) |
| **Shop logo height mobile** | Logo height for mobile view | Pixels |
| **Mobile login logo url** | Alternative logo for mobile login screen | Image URL (optional) |

---

### Background

| **Setting** | **Description** | **Format/Options** |
| --- | --- | --- |
| **Background img** | Main background image URL | Image URL |
| **Background img mobile** | Background image for mobile devices | Image URL |
| **Background login page img** | Specific background for login screen | Image URL |
| **Background success page img** | Background for return success/confirmation page | Image URL |

---

### Window

Controls the appearance of the content window/card that contains the portal interface.

| **Setting** | **Description** | **Options** |
| --- | --- | --- |
| **Window background color** | Background colour of content window | Hex code (e.g., #ffffff) |
| **Window opacity in %** | Transparency of content window | 0-100% (100 = fully opaque) |
| **Window blur in px** | Background blur effect strength | Pixels (e.g., 3) |
| **Window padding Mobile** | Internal spacing on mobile | Default or custom px value |
| **Window padding PC** | Internal spacing on desktop | Default or custom px value |
| **Window border effect** | Shadow/border style | Options: Light shadow, No shadow, etc. |
| **Window edges** | Corner roundness of content window | Options: Largely rounded, Slightly rounded, Sharp |

---

### Languages

| **Setting** | **Description** | **Options** |
| --- | --- | --- |
| **Enabled languages** | Languages available in portal | Multi-select language picker |
| **Default Language** | Fallback language if browser language not detected | Single language selection |

**Note:** Text for each language configured via Text Overrides (see Text & Localisation Configuration section)

---

### Fonts & Text

| **Setting** | **Description** | **Options** |
| --- | --- | --- |
| **Font** | Typography for all portal text | Font family name (e.g., Inter, Helvetica) |
| **Text color** | Primary text colour | Hex code (e.g., #212529) |
| **Secondary text color** | Secondary/muted text colour | Hex code (e.g., #787878) |

---

### Button Design

| **Setting** | **Description** | **Options** |
| --- | --- | --- |
| **Button variant** | Button style type | Solid, Outline, etc. |
| **Button edges** | Corner roundness of buttons | Rounded, Slightly rounded, Sharp |
| **Button effects** | Interactive effects on hover/click | Hover & click effects, None |
| **Button font** | Typography for button text | Same as general font, or custom |
| **Button text** | Text case style | Default case, UPPERCASE, lowercase |
| **Button text thickness** | Font weight for button text | Thin, Regular, Medium, Bold |

---

### Input Design

| **Setting** | **Description** | **Options** |
| --- | --- | --- |
| **Input variant** | Style of input fields | Default, Outlined, Filled |
| **Input edges** | Corner roundness of input fields | Rounded, Slightly rounded, Sharp |
| **Checkbox edges** | Corner roundness of checkboxes | Slightly rounded, Rounded, Sharp |

---

### General Design

| **Setting** | **Description** | **Options** |
| --- | --- | --- |
| **Color** | Primary brand colour for buttons, links, highlights | Hex code (e.g., #000000) |
| **Card edges** | Corner roundness of cards/panels | Largely rounded, Slightly rounded, Sharp |

---

### Login

Configuration for the portal login/authentication screen.

| **Setting** | **Description** | **Options** |
| --- | --- | --- |
| **Order ID Label** | Label text for order number field | Text (default: ORDER_NUMBER) |
| **Order ID Prefix** | Prefix automatically added to order numbers | Text or None |
| **Terms & Conditions Url** | Link to your terms and conditions | URL |
| **Privacy Policy Url** | Link to your privacy policy | URL |
| **Return Policy Url** | Link to your return policy | URL |
| **Cookies Policy** | Enable/disable cookie consent banner | Enabled / Disabled |

---

### Other

Additional customisation options for specific portal features.

| **Setting** | **Description** | **Options** |
| --- | --- | --- |
| **Exchange product image aspect ratio, x:y** | Image proportions for exchange product display | Ratio (e.g., 1:1, 4:3, 16:9) |
| **Product image fitting** | How product images fill their containers | Cover, Contain, Fill |
| **Exchange property picker** | Style of variant selector for exchanges | Dynamic default, Static, etc. |
| **Success confetti** | Celebration animation on successful return | Enabled / Disabled dropdown |

---

### Text & Localisation Configuration

| **Setting** | **Description** | **Configuration** |
| --- | --- | --- |
| **Text Overrides** | Customise any portal text (buttons, messages, labels) | Settings → Text Overrides |
| **Multi-Language Support** | Display portal in customer’s language | Text Overrides per locale (en, sv, de, etc.) |
| **Return Reasons** | Define return reason dropdown options | Settings → Return Reasons |
| **Nested Sub-reasons** | Add detailed sub-reasons under main reasons | Settings → Return Reasons → Add sub-reason |

**Note:** Product names are pulled from e-commerce platform and not localised in portal (displayed as stored in platform)

**Policy URLs (Terms & Conditions, Privacy Policy, Return Policy, Cookies Policy) are configured in Settings → App Design → Login section, not in Text Overrides.**

## Use Cases & Configuration Scenarios

### Use Case 1: High-Volume Apparel Retailer

**Business Challenge:** 

Processing 10,000 returns/month manually via email. CS team spending 15 minutes per return creating labels and updating customers.

**Solution:** 

Implement Returns Portal with:

- Iframe embedded on “My Orders” page
- Pre-authentication (customers logged in to account)
- Multiple carrier options (Royal Mail, Evri, InPost) • Branded design matching website

**Results:**

- **85% of returns** now self-service (8,500/month automated)
- **€42,000/month saved** in CS costs
- **Processing time** reduced from 15 minutes to 90 seconds
- **Customer satisfaction** increased from 3.8 to 4.6/5

---

### Use Case 2: Premium Electronics Brand

**Business Challenge:** 

Need to reduce return fraud and collect quality data on defective products. Manual email process doesn’t capture structured information.

**Solution:** 

Configure Returns Portal with:

- Photo upload requirement for defective claims
- Nested return reasons (Defective → Specify type)
- Approval workflow for high-value returns • Quality control integration

**Results:**

- **30% reduction** in fraudulent returns
- **40% improvement** in QC efficiency (structured data)
- **Better product insights** from return reason analytics
- **Zero high-value losses** (approval gate prevents fraud)

---

### Use Case 3: Multi-Market European Retailer

**Business Challenge:** 

Operating in 8 countries with different return policies, languages, and carriers. Manual process can’t enforce local regulations.

**Solution:** 

Deploy Returns Portal with:

- Market-specific return periods (14-30 days per country)
- Localised in 8 languages
- Country-specific carriers (Royal Mail UK, DHL Germany, PostNord Sweden)
- Automated compliance with local consumer laws

**Results:** 

- **Automatic compliance** with EU consumer regulations
- **Zero compliance issues** with local authorities
- **Improved customer experience** with local carriers and languages
- **Scalable to new markets** without custom development

---

### Use Case 4: Omni-channel Fashion Brand

**Business Challenge:** 

Want to offer in-store returns alongside digital options but lack POS system integration capabilities.

**Solution:** 

Configure Returns Portal with:

- “Return in store” option for customers
- Digital registration captures return intent
- Store staff process via simple Quality Check screen
- Refund triggered after store confirmation

**Results:**

- **Omni-channel flexibility** without expensive POS integration
- **Return data captured** for previously untracked store returns
- **Customer choice** drives satisfaction
- **Simple staff training** (5 minutes to learn system)

---

### Use Case 5: Subscription Box Service

**Business Challenge:** 

Receiving 200+ daily support emails asking “how do I return?”

**Solution:** 

Implement Returns Portal with:

- Prominent “Start Return” button in every order email
- Dedicated returns page linked from website
- Detailed FAQ and instructions embedded in portal
- Premium branded experience

**Results:**

- **78% reduction** in support tickets (200 to 44/day)
- **Support team refocused** on complex issues and VIP customers
- **Customer sentiment improved** (no waiting for responses)
- **Brand perception maintained** through premium experience


The Setup Guide can be found [here](https://ingrid-ab.atlassian.net/wiki/spaces/KB/pages/390234126).