Frequently asked questions

Before you install

Does it work on every Shopify plan?

Yes, including Shopify Plus. Yoyo uses Shopify's standard returns, refunds and store credit, so nothing depends on which plan you're on.

Do I need a developer?

No. Setup reads your store and drafts everything for you to check. Two optional jobs involve pasting a link or a snippet into Shopify: adding the portal to your footer and the order editing email button. Both are step by step.

How long does setup take?

A few minutes for most stores. Connecting a Nordic or Gulf carrier takes a little longer, because you need login details from the carrier.

Which countries and carriers are supported?

UK labels through Royal Mail, Evri and DPD. PostNord and Bring for Sweden, Denmark, Norway and Finland. Quiqup collections in the UAE and Saudi Arabia. Anywhere else, customers post items back themselves and everything else works as normal. See how return shipping works.

Do customers need an account?

No. They find their order with an order number and email, or with a code sent to their email.

Does it work with my 3PL or warehouse?

Returns are created as native Shopify returns on the original order, which most warehouse systems already sync with. Labels are standard carrier labels addressed to whichever return address you set. There's no direct connection to specific warehouse software.

Day to day

If I change a rule, what happens to returns already in progress?

Nothing. Rules are applied when a return is submitted. Returns that already have a decision keep it.

Can returns be approved automatically?

Yes, as much or as little as you like. See Automation. You can set a value limit above which everything comes to you.

Can I offer store credit only?

Yes, for everything, for one region, or only in certain cases such as sale items. See your return policy and return rules.

How is store credit issued?

By Shopify, to the customer's account. They spend it at your normal checkout and don't need a code.

Can customers exchange for a different product?

Yes. They can swap for another size or colour, or pick a different product from your catalogue. If it costs more they pay the difference. If it costs less, you decide what happens to the difference.

Do I have to refund before I've seen the item?

No. The refund goes out when the return is approved. If you'd rather check items first, leave returns unapproved until the parcel shows as Arrived, then approve.

What about EU customers?

EU shoppers have a 14-day legal right to withdraw from an online purchase. Yoyo handles those requests in a separate flow with the receipts the law requires. See Right of withdrawal (EU).

How do bundles and Buy X Get Y deals work?

You choose. See returning bundles and Buy X Get Y.

Money

What does it cost?

Plans start at $19 a month with a 14-day free trial. See plans and your free trial.

Do you mark up shipping labels?

No. You pay the carrier's price.

Do you take a cut of exchanges or upsells?

No.

What happens if I stop paying?

The admin locks until you choose a plan. Your customer portal keeps running and your data is kept.

Help

How do I get support?

Use the chat bubble inside the app or email support@yoyoreturns.com. You'll get a person.

Can I ask for a feature?

Please do. Tell us in the chat. Requests decide what we build next.