Customizing the Return Request Success & Failure Cards

The Success & Failure Cards let you control the full-screen confirmation message a customer sees after they submit a return request — one card for a successful submission and one for a submission that could not be processed. Use this when you want the portal's final messages to match your store's tone or to point customers to your support channel if something fails.

Where to find it

Go to Returns Portal > Customize Portal > Success & Failure Cards.

Prerequisites

Editing the primary-language cards works on any plan. Editing a second-language version of these cards requires the Advanced plan (see Plan requirements below).

Set it up

Each card has a heading and a body field. Edit the values and save.

1. Succesful return request Header — the heading of the full-screen card shown when a return request is submitted successfully. It feeds the portal-success.html preview. Default: Success!
2. Successful return request Body — the multiline body text shown under the success heading. Default: Your return request was successfully submitted to us.
3. Failed return request Header — the heading of the full-screen card shown when a return request could not be submitted. It feeds the portal-error.html preview. Default: Something went wrong...!
4. Failed return request Body — the multiline body text shown under the failure heading. Because this appears when a submission fails, it is a good place to direct customers to support. Default: Sadly we couldn't process your request.\n\nPlease contact us and we will fix this for you.

Both body fields are multiline, so you can include line breaks. Any literal template variables you use (for example {original_order_name}) are kept as-is in the text.

What changes when you turn this on

Editing any of these fields updates the stored portal text (returnRequestSuccess and returnRequestFailure, each with a heading and text). The success values render in the portal-success.html preview and the failure values render in the portal-error.html preview, so customers see your wording on the corresponding card after they submit a request. If a field is left empty, the portal falls back to the stored default value.

When a second language is active, the same fields write to the second-language copy of this text instead, letting you maintain a translated success and failure card.

Plan requirements

The primary-language cards are available on all plans. The second-language versions of the Succesful return request Header, Successful return request Body, Failed return request Header, and Failed return request Body require the Advanced plan.