Set Product Tag-Based Return Rules on the Returns Portal

Product Tags-Based Return Rules let you control which items customers can return based on the product tags in Shopify. Use this when certain products (for example, final-sale or hygiene items) should be blocked from returns, or when you want to allow returns only for specifically tagged products.

Where to find it

Go to Returns Portal > Rules > Product Tags-Based Return Rules.

Prerequisites

Turn on the master toggle On the portal, apply product tag rules first. It gates every other control in this section—the block/allow radio choice, the tag input, the warning banner fields, and the reason-exemption controls. This master toggle also enables the Skip the return block for the reasons selected below option, which stays disabled until product tag rules are on.

The second-language versions of the warning banner fields require the Advanced plan and only apply when your second portal language is active.

Set it up

On the portal, apply product tag rules — Enables product-tag-based return rules on the portal. When on, the radio choice, tag input, and banner fields appear. Default: off.
Block or only allow certain tags — Choose how tags are applied: Prevent products containing blocked tags from being returned (block) or Only allow products containing certain tags to be returned (allow). Default: block.
Non-returnable tags — Enter the comma-separated product tags used by the rule, then use the Add product tag button. Tags appear as removable chips. Tags are case sensitive, and typing commas without spaces adds several at once. Default: empty.
Skip the return block for the reasons selected below — Only appears in block mode. When checked, blocked items can still be returned if the customer picks one of the exempted reasons. Default: off.
Select reasons (product exemptions) — Only active when the exemption option above is checked. Pick which return reasons exempt otherwise non-returnable items from the block; selected reasons show as removable tags, and the picker shows All Reasons Selected when every reason is chosen. Default: none selected.
Returns Portal warning banner heading — The heading shown when an order includes blocked-tag products. Default: "This order contains non-returnable items".
Returns Portal warning banner text — The body text of that banner. Default: "These items cannot be included in a return request.".
Returns Portal Warning Banner Exempted Reasons Text — The message telling customers which reasons still allow a return; relevant when block mode is combined with the reason-exemption option. Default: "You can return these items if it is for one of the following reasons: ".

If your second portal language is active, you can also fill the second-language versions of the banner heading, body, and exempted-reasons text (defaults are the same strings prefixed with "(Translate)").

How these settings work together

Turning on On the portal, apply product tag rules is what enables Skip the return block for the reasons selected below—that reason-exemption option remains disabled until the master toggle is on. In turn, the reason-exemption option activates the Select reasons (product exemptions) picker.

What changes when you turn this on

Enabling the master toggle reveals and activates the block/allow radio, the tag input, and all warning banner fields—each of these is disabled while the toggle is off. Tags you add are saved to the product rule and drive whether tagged items can be returned on the portal (blocked or allowed depending on the radio choice). When block mode with reason exemptions is used, the reason you select is stored by its index in the reasons list, so those reasons can override the block for otherwise non-returnable items. The banner heading, body, and exempted-reasons text you enter persist as the warning shown to customers whose order contains blocked-tag items.

Plan requirements

The second-language banner fields (heading, body, and exempted-reasons text) require the Advanced plan and apply only when the second portal language is enabled.