Frequently asked questions
Short answers to the questions store owners ask most. Each answer links to the full guide.
Getting started
Where do customers start a return?
On your store, at your store's address followed by /apps/falcon-returns. Add a link to it in your store menu so customers can find it. See Add the return link.
How do I add the return page to my store menu?
In Shopify admin, open Content → Menus, edit your footer or main menu, and add a link to /apps/falcon-returns. Falcon's Return page screen shows the address too.
Can customers start a return from their store account?
Yes. Customers who are signed in to your store can start a return from their account, without typing an order number. Others sign in with their order number and email or phone. See How customers sign in.
Do returns I create in Shopify admin show up in Falcon?
Yes. Returns you create in Shopify admin show up in Falcon shortly after, and count toward your plan's returns. Status changes made in Shopify admin are followed too.
The return page
Can I change how the return page looks?
Yes. The return page editor changes colours, the start page layout and the text customers see. See Return page editor.
What languages does the return page support?
English, French, German, Spanish, Italian, Dutch, Portuguese and Hebrew. Showing more than your store's main language is included from the Starter plan. See Languages.
Can I add my own CSS?
Yes, on Growth and Pro. See Custom CSS.
Why can't a customer return some items?
Falcon shows the reason next to each item, for example Missed the return window, Unfulfilled or Non-returnable items. See Troubleshooting for every reason and the fix.
Return policy
How do I set how long customers have to return?
In Settings → Return policy, set the number of days and when the window starts counting. See Return policy.
Can I stop certain products or customers from returning?
Yes. Use the block list to block an email, a country, a collection or discounted items. See Block list.
Can I ask for a photo with a return reason?
Yes. In Settings → Return reasons, you can require a photo or a comment for each reason. See Return reasons.
Can I charge a restocking or return shipping fee?
Yes, from the Starter plan. Set fees in Settings → Return policy.
Handling returns
How do I approve or reject a return?
Open the request under Returns and approve or reject it. The customer gets an email either way if that email is switched on. See Approve or reject.
What happens when I issue a refund?
Falcon creates the refund, store credit, gift card or exchange in Shopify for you. Leave the amount empty to use the suggested amount, or type a different amount. See Refunds.
Does Falcon hold or move money?
No. Refunds, store credit, gift cards and exchange orders are created in your Shopify store. Falcon never holds money.
How do exchanges work?
Customers can swap for another size or colour of the same item, or pick something new from your store, depending on what you allow. When you complete an exchange, Falcon creates the new order in Shopify. See Exchanges.
Can customers exchange for a gift card?
No. Gift cards are never offered as exchange items. Use store credit for that.
Can staff create a return for a customer?
Yes. Click Create a return on the Returns page. See Create a return.
Shipping and labels
Can I send customers a prepaid return label?
Yes. Connect your own Shippo account in Settings → Carriers and labels. Labels are bought on your Shippo account and Shippo charges you for them. See Shippo.
Can labels be bought automatically?
Yes, on Growth and Pro. Turn on automatic labels in Settings → Carriers and labels. When you approve a return that uses a prepaid label, Falcon buys the label and emails it to the customer.
Do prepaid labels work for international returns?
Not yet. For a return shipped from another country, upload a label with Add tracking, or ask the customer to ship it themselves.
Emails
Which address do customer emails come from?
From Falcon's address by default. To send from your own address, connect your mailbox in Settings → Email notifications. See Use your own mailbox.
Can I change the email text?
Yes. Every email can be switched on or off and edited, with a preview of what customers get. See Email notifications.
Automations
Can Falcon approve returns on its own?
Yes, from the Starter plan. Auto-approve rules can check the solution, shipping method, reason and a maximum value. See Auto-approve.
Can Falcon refund as soon as items arrive?
Yes, on Growth and Pro. See Auto-refund.
Plans and billing
How am I billed?
Through Shopify, on your Shopify invoice. Falcon never asks for card details. See Plans and billing.
What counts as a return?
Each return request counts once, whatever the number of items. That includes requests from the return page, returns staff create in Falcon, and returns created in Shopify admin.
What happens when I reach my monthly returns?
On Free, new returns pause until next month. On monthly paid plans, extra returns are billed one by one up to twice your monthly returns, then pause. Yearly plans pause when the year's returns are used. Returns created in Shopify admin are never blocked, and returns in progress keep working.
Is there a free trial?
Yes. Paid plans have a 30-day free trial, once per store.
How do I cancel?
Switch to Free on Plan and billing, or uninstall the app. Either stops future charges.
Integrations and data
Can I connect Claude or ChatGPT?
Yes, on every plan. You choose whether the assistant can only look things up, also handle returns, or also issue refunds. See AI agents.
Can I send return events to my own systems?
Yes, with webhooks on the Pro plan. See Webhooks.
Can I export my returns?
Yes. Click Export on the Returns page to download a CSV. See Export returns.
What happens to my data if I uninstall?
AI agents lose access right away. 48 hours later Shopify sends a deletion request and Falcon deletes all of your store's data. See Privacy and data.
Can the Falcon team see my returns?
Only if you turn on Support access in Settings → Preferences, and only to help with your request. Without it, the team sees only basic account facts such as your plan and how many returns you have. See Support access.