How customers sign in
Before customers can start a return, Falcon checks that the order is theirs. Customers can sign in with their order details, with a code sent to their email, or with their store account.
Choose the order lookup method
You choose how the sign-in form works in the editor.
- In Falcon, go to Return page and click Customize.
- Open the Rules tab.
- Under Order lookup method, pick one:
- Order + Email or phone
- Email + Email verification code
- Click Save.
The default is Order + Email or phone. Store account sign-in works with either method.
Order number and email or phone
The form asks for:
- Order number: with or without the
#. A Where do I find my order number? tip explains it's in the order confirmation email. - Email or phone: the email or phone number on the order.
Phone numbers are matched on their last digits, so customers can type them with or without the country code, spaces or dashes.
If the details match, the customer goes straight to that order. They can only see that one order.
If they don't match, the form shows your error text:
- "Please enter a valid order number and email address", when they typed an email.
- "Please enter a valid order number and phone number", when they typed a phone number.
You can change both messages in the editor's Text tab, as Email error tips and Phone error tips.
Email and verification code
The form asks for:
- Email Address.
- Verification code, with a Send code button.
How it works:
- The customer types their email and clicks Send code.
- If the email has orders in your store, Falcon emails a 6-digit code. The page shows the same message either way: "If this email has orders with us, a 6-digit code is on its way. It expires in 10 minutes."
- The customer types the code and clicks the confirm button.
- They see Your orders: every order placed with that email.
Rules for codes:
- A code expires after 10 minutes.
- After 5 wrong tries, the code stops working. The customer sees "Too many wrong codes. Please request a new one."
- A wrong or expired code shows your Verification code error tips text. The default is "That code is incorrect or has expired".
- Asking for a new code replaces the old one.
Codes need email
Falcon sends the code with your email settings. Make sure customer emails are set up. See Email notifications.
Store account sign-in
Customers who have an account with your store can skip the order number.
- On the return page: the sign-in form shows Have an account? Sign in to see all your orders. It takes the customer to your store's sign-in page, then back to Your orders.
- Already signed in: a customer who is already signed in to your store goes straight past the form to Your orders.
- From the customer account: the Request return button on a shipped order opens the return page on that order, already signed in. See Add the return link to your store.
Signed-in customers see orders linked to their account, and guest orders placed with the same email when that email is confirmed.
Classic customer accounts
If your store uses classic customer accounts, the customer's email must be verified with your store. If it isn't, Falcon shows "Please confirm your email with the store, or find your order below." and the customer can use the regular form instead.
If customer accounts are turned off in your store, the Sign in link asks the customer to find their order with the form.
How long a sign-in lasts
A sign-in lasts two hours. After that, the customer sees "Your session has expired. Please sign in again." Requests they already submitted are saved and show up again when they sign back in.
Too many attempts
To protect your customers, Falcon limits how often someone can try to sign in or ask for codes. When the limit is reached, the page shows "Too many attempts. Please wait a few minutes and try again." or "Too many codes requested. Please wait a few minutes."
Edit the sign-in text
In the editor's Text tab, under Login page text, you can change every label and message on the form. The fields you see depend on the lookup method you picked. See Return page editor.