Customize the Return Request Note & Shipping Step

This settings group controls all the text and one color on the Note & Shipping step customers reach when requesting a return — the note field, the return-shipping explanation, an optional agreement checkbox, and an optional link. Use it to guide customers, collect extra details, and surface your returns policy or shipping instructions.

Where to find it

Go to Returns Portal › Customize Portal › Return Request — Note & Shipping. The preview on this tab updates as you edit each field.

Prerequisites

Most fields here are available on any plan. Editing the second-language versions of this text (the "(Translate)" values) requires the Advanced plan, since multiple portal languages are an Advanced feature.

Set it up

Work through the fields in the block; each one maps directly to what customers read on the Note & Shipping step.

1. Return Note Heading — titles the note section. Default: Anything Else We Should Know?
2. Return Note helper text — a multiline hint under the heading that tells customers what extra information to provide. Default: Please add any other relevant information for your return below.
3. Note Field Title — labels the actual note input where customers type. Default: Add a Note
4. Return Shipping Heading — titles the return-shipping section. Default: How will you return the selected items?
5. Shipping helper text — a multiline explanation of how items get shipped back. Default: We will contact you separately to provide return shipping instructions. This is also the recommended place to tell customers about any deducted restocking/refund fee.
6. Add a link below the Shipping Helper Text — turn this on when you want a clickable link (for example, to a returns policy) below the shipping helper text. Default: off. When it is on, fill in the two link fields below.
7. Link Text — the visible, clickable label for that link. Default: Returns Policy
8. Custom link URL (below Shipping Helper Text) — the destination the link points to; only working URLs should be used. Default: empty.
9. Confirmation Notification Option text — the label next to the opt-in checkbox for email updates about the return. Default: Send me a confirmation email
10. Show the Request Page Checkbox — displays a policy/agreement checkbox on the request page. Default: off.
11. Custom Text — the wording shown next to that policy checkbox. Default: I agree with the store's Returns Policy.
12. Require customers to tick the checkbox — makes ticking the checkbox mandatory to submit. Default: off.
13. Helper Text color — sets the color of helper/hint text on this step and is reflected in the shipping preview. Default: rgb(125,125,125)

How these settings work together

The policy checkbox controls are linked: Show the Request Page Checkbox enables Require customers to tick the checkbox. Until you turn the checkbox on, the "Require customers to tick the checkbox" control stays disabled. Once required is on, the portal's submit button stays disabled until the customer ticks the checkbox.

What changes when you turn this on

Each value you enter is saved to your shop's returns portal settings and rendered on the live Note & Shipping step. The Link Text and Custom link URL fields only accept input while Add a link below the Shipping Helper Text is checked; leaving that toggle off keeps those fields disabled. The Custom Text for the policy checkbox only accepts input while Show the Request Page Checkbox is on. When Require customers to tick the checkbox is on, the return cannot be submitted until the customer checks it.

Plan requirements

The base text and toggles in this group work on any plan. The second-language equivalents of these fields (for example the second-language Confirmation Notification Option text, defaulting to (Translate) Send me a confirmation email) apply only when a second portal language is active, which requires the Advanced plan.