Customize Order Search Page Error Messages

Control the wording your shoppers see when an order lookup fails on the Returns Portal Order Search page. Use this when the default messages don't match your store's tone or when you want to add store-specific guidance.

Where to find it

Returns Portal > Customize Portal > Search Page Errors.

Prerequisites

Editing the primary-language error text is available to all plans. Editing the second-language versions of these messages requires the Advanced plan.

Set it up

Each message is a text field. Focusing a field also selects it in the live preview so you can see how it renders.

Order Not Found — Shown when no order matches the entered order number and email or phone. Default: "Order not found. Please make sure you typed the correct order number and e-mail address or phone number." This is the message selected in the preview by default.
Order Lookup Error (multiple returns found) — Shown when a lookup finds an existing or duplicate return request for the order. Default: "You have already sent a return request for this order. If it was a mistake, please contact the store owner and ask them to decline it."
Order Not Fulfilled — Shown when the order exists but has not yet been dispatched/fulfilled, so a return can't be started. Default: "Order not dispatched yet. You'll be able to access this page after receiving your shipment confirmation."
Something went wrong (connection problem with Shopify) — A generic message shown when there is a connection problem reaching Shopify during lookup. Default: "Something went wrong."

To edit the second language, switch to it on the Customize Portal tab. The same four fields then write to your second-language text. Their defaults are prefixed with "(Translate)", for example "(Translate) Order not found. Please make sure you typed the correct order number and e-mail address or phone number."

What changes when you turn this on

Each field is stored as a string in your shop's returns portal settings. When a shopper's lookup fails, the server returns the matching result (for example error-orderNotFound, error-orderNotFulfilled, or error-shopFetchError) along with the corresponding message from your Search Page Errors, and that text is what the portal displays. Editing a field and saving replaces the default wording with your own for the relevant failure case.

Plan requirements

The primary-language messages can be edited on any plan. The second-language versions of all four messages are an Advanced-plan feature.