Return Rules and Eligibility

Configure Resolution Options in Your Returns Portal

Updated Sep 29, 2026

Use Resolution Options to control which outcomes a customer can choose when starting a return or exchange, and to optionally preselect one of those outcomes as the default on the portal.

Where to find it

Go to Returns Portal > Customer Options > Resolution Options.

Set it up

  1. Choose which resolutions to show. Each resolution method has a checkbox that toggles whether customers can select it: Refund original payment method, Refund with store credit, Exchange for any other product, Exchange for the same item, Exchange (tell us in the note), and a Custom Resolution option. By default, Refund original payment method, Refund with store credit, Exchange for any other product, and Exchange for the same item are shown, while the Custom Resolution and Exchange (tell us in the note) options are hidden. You can also edit the display text shown to customers for each option. At least one resolution must remain visible — if you try to hide all of them, the change will not be saved.
  2. Optionally preselect a default. Turn on Set a default resolution option to preselect one resolution for customers on the portal. This checkbox is on by default.
  3. Pick the default resolution. Use the Default resolution option (dropdown) to choose which resolution is preselected. Its default value is empty until you choose one. The dropdown only lists resolutions that are currently set to show.

How these settings work together

The Default resolution option (dropdown) is only editable when Set a default resolution option is turned on. When that checkbox is off, the dropdown is disabled and no default is preselected for customers.

Because the dropdown is populated only from resolutions that are currently marked as shown, hide or show your resolution methods first, then pick your default from what remains.

What changes when you turn this on

Each checkbox writes the showResolution flag for that resolution method, so only shown resolutions appear as choices on the storefront portal. The saved set of resolutions is persisted back to your shop's settings.

If you hide the resolution method that is currently set as the default, the stored default is cleared automatically so the storefront no longer honors a hidden option — this prevents a stale, now-hidden default from continuing to apply on the portal.

Related articles