Returns Portal Setup

Customizing Resolution & Exchange Text on the Return Request Page

Updated Sep 30, 2026

This settings group lets you rewrite every label, heading, and helper message shown in the resolution and exchange step of the return request page — including the exchange product picker. Use it to match your store's tone or to translate the flow into a second language.

Where to find it

Go to Returns Portal > Customize Portal > Return Request — Resolution & Exchange. As you edit each field, the Resolution & Exchange preview panel updates to reflect your text.

Set it up

Each field below is a plain text box. Edit the ones you want to change and leave the rest at their defaults.

Resolution and exchange section

  1. Resolution Selector Text — the prompt for the resolution method dropdown, where customers pick how they want their return resolved. Default: Select a resolution method. The options in that dropdown come from the Resolution Options configured on the Customer Options tab.
  2. Exchange Item Selector Text — the label prompting the customer to choose which item they want to exchange for. Default: Select an exchange item.
  3. Exchange Note Text — the label for the field where customers add a note about their desired exchange. Default: Exchange note.
  4. Exchange Section header — the heading that titles the exchange configuration area. Default: Exchange Request Selection.
  5. "Other" Input Text — the label/placeholder for the free-text "Other" input in this step. Default: 'Other' note.

Exchange product picker

The picker opens when a customer selects an exchange resolution and browses replacement products.

  1. Product Picker Header — the heading at the top of the picker. Default: Add Product.
  2. Product Picker Search Bar — the placeholder text in the picker's search field. Default: Search products.
  3. Product Picker Out of Stock helper text — the text marking unavailable items in the picker. Default: (Out of Stock).
  4. Product Picker Load More helper text — the label for loading additional products when more exist than are shown. Default: Load more.
  5. Product Picker Quantity Limit helper text — the message shown when a customer reaches the maximum quantity they can select. Default: You can only select one product.
  6. Product Picker Cancel button — the label of the picker's Cancel button. Default: Cancel.
  7. Product Picker Submit button — the label of the button that confirms the chosen replacement product. Default: Add.

What changes when you turn this on

Each field is saved to your shop's returns portal settings and rendered directly on the customer-facing return request page and its exchange product picker. Editing any field immediately updates the Resolution & Exchange preview so you can confirm the wording before publishing. These are display strings only — they change the text customers read, not which resolution options or products are offered.

Plan requirements

The primary (first-language) fields above are available on all plans. Each field also has a second-language version — used when a second portal language is active — that reads from customTextTwo and carries defaults such as (Translate) Select a resolution method, (Translate) Add Product, and (Translate) Add. Editing these per-language values requires the Advanced plan.

Related articles