Turn on self-serve returns in Shopify
Self-serve returns let a customer request a return from their account instead of emailing you. They see which items are eligible and what it will cost them, and you approve or decline the request in your admin. This tutorial turns it on for a store with a 30-day window and an $8.95 return shipping fee.
Written · Shopify admin, desktop steps · 5 minutes read
The worked example
| Self-serve returns | On |
| Return window | 30 days |
| Return shipping fee | $8.95 |
| Example request | 2 items, $73.00 |
| Estimated refund | $64.05 |
Download the checklist: self-serve-return-checklist.csv (319 bytes).
A checklist for turning on self-serve returns, with the worked-example request. It is a record, not an import file.
1Open your return rules
From your Shopify admin, go to Settings, then Policies. In the Return rules section, click Manage.
2Turn on self-serve returns
Find the self-serve returns and cancellations setting and turn it on. Customers can then request returns and cancellations from their accounts, where eligible items and return fees are displayed.
3Check the window and fees first
Self-serve shows your return rules to the customer, so confirm the window, the return shipping fee, and the restocking fee before you turn it on. Customers can submit requests only for items that are eligible under the rules you set up.
4Tell customers where to request
A customer requests a return from their account on your store. Make sure customer accounts are turned on and the account page is easy to find, or requests will still arrive by email.
5Watch for the request email
When a customer submits a return request, you receive an email to review the request. Open Orders, use the Customer request filter to find requests that need a decision, and open the Return requested card to approve or decline it.
The arithmetic
The example is a request for two items from one order: a Summit Hoodie at $45.00 and a Trail Crew Tee at $28.00, requested 20 November 2026 for an order delivered 5 November 2026.
| Line | Amount |
|---|---|
| Summit Hoodie | $45.00 |
| Trail Crew Tee | $28.00 |
| Request total | $73.00 |
| Return shipping fee | $8.95 |
| Estimated refund | $64.05 |
The request is inside the window: 5 November to 20 November is 15 days, and the window is 30 days. The estimated refund is the request total less the return shipping fee.
Held at the counter
Turning it on does not change your rules. Self-serve only shows the rules you already set. If the window or the fees are wrong, customers will request returns on the wrong terms.
Every request still needs your decision. Self-serve sends you a request, not a finished return. Nothing ships back and no refund is issued until you approve it.
Ineligible items do not show. Customers can only request items that are eligible under your rules. If a customer says they cannot request a return, check the window and the final sale exceptions before you assume the feature is broken.
Sources
- Setting up return and cancellation rules — Shopify's help pages: the return window, the return shipping costs choice, the restocking fee, and the self-serve switch (consulted via the help pages' search results on 11 November 2026).
- Managing self-serve returns and cancellations — Shopify's help pages: the approve / decline flow and the Customer request filter (consulted via the help pages' search results on 11 November 2026).