Return policy
The Return policy screen holds the main rules for your returns. Here you set how long customers have to return, what you deduct from refunds, the bonus you add when they keep the money in your store, and which items they can exchange for.
Open it from Settings → Return policy. Make your changes, then click Save in the save bar at the top. Discard puts everything back the way it was.
Who can return
Return window
The return window decides how many days customers have to start a return.
| Setting | What it does | Default |
|---|---|---|
| Start from | The date the count starts from: Order date, Order fulfillment date or Order delivery date. | Order delivery date |
| Within | How many days customers have, from 1 to 3650. | 30 days |
How the window is counted:
- The deadline is the start date plus the number of days you set.
- With Order delivery date, Falcon uses the date the carrier reported delivery. If the carrier never reported it, Falcon uses the fulfillment date instead.
- With Order fulfillment date or Order delivery date, the window doesn't start until the order has shipped.
When the window has passed, customers see the item as Missed the return window on the return page. If no item in the order can be returned and the window is the main reason, they see "The return window for this order has passed."
Match your written policy
The default return page text says customers have 30 days. If you change the window, update that text in the return page editor too.
Blocked returns
When you have block rules, this card shows how many are active. Click Manage to open the block list, where you can stop returns for specific products, orders, customers or countries. See Block list.
What else can make an item non-returnable
Falcon also checks each order line on its own. The return page marks an item as not returnable when:
| Label the customer sees | Why |
|---|---|
| Unpaid order | The order isn't paid. |
| Order has been refunded at Shopify | The order, or that item, is already refunded. |
| Does not comply with the return policy | The order matches an order block rule: customer email, country, order tag, customer tag or a rule with several conditions. |
| Exchange item | The item was sent as part of an exchange. |
| Unfulfilled | The item hasn't shipped yet. |
| Missed the return window | The return window has passed. |
| Non-returnable items | The item matches a product block rule: product name, collection, product tag, product type, SKU or discounted items. |
| Return app processed item | The item is already in another Falcon return that wasn't rejected. |
Fees and bonuses Starter plan and up
Fees and the store bonus are part of the Starter plan and above. On the Free plan the cards are locked. If you move to a lower plan later, Falcon keeps your settings but stops applying them.
Customers see each fee as its own line in the refund summary before they submit.
Restocking fee
Deduct a fee to cover handling and repacking.
| Setting | What it does | Default |
|---|---|---|
| No fee | Nothing is deducted. | Selected |
| Fixed amount | Deducts the amount you enter, in your store currency. | – |
| Percentage of the refund | Deducts a percentage (0–100%) of the item value after discounts. | – |
Return shipping fee
Deduct part or all of the return shipping cost. It appears on the refund summary as Return shipping fee.
| Setting | What it does | Default |
|---|---|---|
| No fee | Nothing is deducted. | Selected |
| Fixed amount | Deducts the amount you enter. | – |
| Actual shipping cost | Deduct the actual label cost from the refund, up to the refund amount. | – |
Falcon never charges the return shipping fee when the customer keeps the item.
Actual shipping cost isn't filled in yet
Falcon doesn't yet copy the label cost into this fee, so Actual shipping cost deducts nothing for now. Use Fixed amount if you want to charge for return shipping.
How fees add up
The restocking fee is taken first, then the shipping fee. Together they never go above the refund, so the refund can't drop below zero.
Bonus for keeping the money in store
Add extra value when customers choose store credit, a gift card or a discount code instead of a refund.
| Setting | What it does | Default |
|---|---|---|
| No bonus / Gift card / Store discount / Store credit | Turns the bonus off, or on. Whichever of the three you pick, the bonus applies to store credit, gift card, discount code and exchange choices. | No bonus |
| Bonus type | Percentage of refund or Fixed amount. | Percentage of refund |
| Bonus | The percentage (0–100%) or the amount. | 10% |
On the return page, the bonus shows as a badge such as "+10% bonus" on the store credit, gift card, discount code and exchange options, unless you gave that option its own custom badge. Store credit, gift card and discount code options with a bonus also get a Recommended badge. For exchanges, the bonus adds to the credit the customer can spend on new items.
Exchanges
What customers can exchange for Starter plan and up
Limit exchanges by stock level or to products you pick. Below Starter, customers can pick any variant that's in stock.
| Setting | What it does | Default |
|---|---|---|
| Any variant in stock | Customers can pick any variant that's available and in stock. | Selected |
| Variants above a stock level | Only variants with at least the Minimum inventory you set. | – |
| Any variant, even out of stock | Every variant can be picked, even with no stock. | – |
| Specific variants with stock | Only the products and variants you pick, when they are in stock. | – |
| Minimum inventory | Shown with Variants above a stock level. | 1 |
To pick products for Specific variants with stock:
- Select Specific variants with stock.
- Click Pick products.
- Choose products in the Shopify picker and confirm. Select only some variants to limit it to those.
- Click Save in the save bar.
Each product shows All variants or the number of variants you picked. Click × to remove a product, or Edit products to change the list. The exchange shop shows up to 100 products from this list.
Don't leave the list empty
If you pick Specific variants with stock and no products, customers see an empty exchange shop.
When the exchange ships
This sets the status of the new order Falcon creates for the exchange.
| Setting | What it does | Default |
|---|---|---|
| After the return arrives | The new order stays on hold until you receive the returned items. | Selected |
| Right away | The new order is ready to ship as soon as the return is approved. | – |
Saved for later
Falcon saves this choice, but doesn't apply it to exchange orders yet.