Go-live checklist
A short list to run through before you send real customers to your returns portal.
Run through this once before launch. Each item takes a minute or two. If you've already done a test return, the whole list takes well under half an hour.
Nothing here can break your store. If you miss something, the worst that happens is a shopper gets stuck and emails you instead.
The checklist
Your policy is right
Open Return Rules. Under Basics, read your default policy sentence: the return window, how refunds are paid, and who pays postage. If you sell abroad and the terms differ, add a regional policy here too.
Your exceptions are in
Still on Return Rules, check the Rules section. Final sale items, non-returnable products and anything else your policy page mentions should be listed. The coverage questions at the top point out anything common you haven't covered.
Your return address is set
Customers need somewhere to send things. It's in your policy under Basics.
Return postage is sorted
Under Settings → Shipping, check whether labels are switched on or your carrier account is connected with live details, not test ones. If you leave this for later, customers get return instructions and pay their own postage.
The portal looks right on a phone
Most shoppers will open it on mobile. Logo, colours and wording are under Portal → Customise.
Shoppers can find the portal
Add it to your footer and your order confirmation email. See adding the portal to your store. EU sellers also need the right of withdrawal link.
Customer emails are set up
Return emails are sent through Klaviyo. Connect it under Settings → Email Notifications and build a flow for each event you want to send. Then do a test return and read each email as it arrives. See email notifications.
Offers are on or off on purpose
Bonus credit, add-ons and the other offers are managed on the Retention page. Open the page and check each row is on or off because you chose it, not by accident.
You're on a plan
Trials last 14 days. Your plan is under Settings → Account & Plan. Your customer portal stays up even if your plan lapses, but the admin is paused until you pick one.
Good to know
- Watch the Returns page closely for the first few days. Early requests quickly show whether a setting needs adjusting.
- You don't need every rule in place on day one. A simple setup that works is a better start than a complicated one that doesn't.