Shipping options
Shipping options decide how returned items come back to you. Customers pick one of the methods you turn on, after they choose what they want back.
Open Settings → Shipping options. Make your changes, then click Save in the save bar. You must keep at least one method on. If you turn them all off, you'll see "Enable at least one return shipping method".
The methods
| Method on this screen | What customers see by default | On by default |
|---|---|---|
| Ship with a return label provided by the merchant | Use a return label from us | Yes |
| Pickup | Not offered yet | No |
| Ship on your own | Ship it yourself | Yes |
| Green returns | Keep the item | No |
Each method has a switch to turn it on or off. The fields under it can only be edited while it's on.
The page header shows Localized content: English (default). The text you type is the English version.
Ship with a return label provided by the merchant
Send customers a prepaid label after you approve the request.
| Setting | What it does | Default |
|---|---|---|
| Custom name | The method's name on the return page. Up to 100 characters. | "Use a return label from us" |
| Custom description | The line under the name. Up to 500 characters. | "We'll send you a prepaid label once your request is approved." |
| Custom return instructions | Steps shown on the return status page after approval, and in the approval email. Up to 2000 characters. | See below |
Default instructions:
- Print the return label from your return page.
- Pack the items securely and stick the label on the parcel.
- Drop it off at the carrier.
- We'll email you as your return progresses.
Labels, QR codes and the label provider are set up in Carriers and labels. Until the label is ready, the customer's status page says "Your return label is being prepared. We'll email it to you, and it will appear here."
No label provider yet?
You can still offer this method. Upload a label yourself on each approved return with Add tracking.
Pickup
The Pickup card says "Offer pickups from the customer's address through a connected carrier." Pickups are not available yet. The switch can't be turned on, and customers never see this option. If you try, you'll see "Connect a carrier to offer pickups". The card's Enable carrier link opens Carriers and labels.
Ship on your own
Customers choose their own carrier and add tracking themselves.
| Setting | What it does | Default |
|---|---|---|
| Custom name | The method's name on the return page. | "Ship it yourself" |
| Custom description | The line under the name. | "Send the parcel with any carrier you like." |
| Custom return instructions | Steps shown on the return status page after approval, and in the approval email. On the status page, Falcon adds your default return address below them. | See below |
| Return shipment proof | Choose Optional or Required. Falcon saves this choice, but doesn't ask customers for proof yet. | Optional |
Default instructions:
- Pack the items securely and write your RMA number on a note inside.
- Send the parcel with any carrier to the return address shown on your return page.
- Add the tracking number on your return page so we can follow it.
On the status page, customers click Add tracking number and enter a Carrier and tracking number. The carrier field suggests common carriers, and customers can type any other name.
Green returns Starter plan and up
Refund or exchange without asking for the item back. Use it for low-value items, where shipping costs more than the item is worth. Customers see it as Keep the item: "No need to send it back. We'll process your return right away."
| Setting | What it does | Default |
|---|---|---|
| Custom name | The method's name on the return page. | "Keep the item" |
| Custom description | The line under the name. | "No need to send it back. We'll process your return right away." |
| Only offer for items valued up to | The most the items in the return can be worth, in your store currency. | 20.00 |
Green returns have no instructions field, because nothing is shipped.
How it works:
- The option only appears when the total value of the items being returned is at or below the amount you set. The value is the price after discounts, without tax.
- If you set the amount to 0, there's no limit.
- No return shipping fee is charged.
- The status page says "No need to send anything back." There's no "Items received" step.
Plan changes
On the Free plan, green returns are locked. If you move to a lower plan, Falcon turns the method off for customers but keeps your settings.