Set Up Return and Exchange Restrictions in the Customer Portal

Use these settings to control what customers are allowed to do in the returns portal: how many requests they can open per order, and which products they can choose when selecting exchange items.

Where to find it

Go to Returns Portal > Customer Options > Restrictions.

Set it up

Each option is a checkbox. Turn on the ones you want, and the app saves the setting to your portal configuration.

1. Allow duplicate return requests — Controls whether customers can submit more than one return request per order. When checked, customers can submit several return requests for the same order. Left unchecked, customers can only submit another request after cancelling the first one. Default: off.
2. Allow out of stock products to be requested — Determines whether out-of-stock products appear as selectable options in the exchange product picker. When checked, customers can request out-of-stock products when choosing items to exchange for. When unchecked, those products are not selectable. Default: off.
3. Filter exchange products by customer's market — When checked, the exchange product picker only shows products available in the customer's Shopify Market, based on the order's shipping country, and submissions for products outside that market are blocked. Default: off.

What changes when you turn this on

Allow duplicate return requests: With this off (the default), a customer must cancel an existing request before opening another for the same order. Turning it on removes that limit so multiple requests can coexist for one order.

Allow out of stock products to be requested: This changes what the exchange product picker offers. Off keeps out-of-stock items unselectable; on lets customers pick them as exchange targets.

Filter exchange products by customer's market: When you check this box, the app first requests the read_publications and read_markets scopes; if you decline, the setting is not enabled. Once enabled, the exchange picker limits products to the customer's Shopify Market determined by the order's shipping country, and it blocks submissions for products outside that market. This requires Shopify Markets to be configured. The behavior is fail-open: if the order has no shipping country, or the country has no configured Markets catalog, the customer sees and can submit any product. If the required scopes are later revoked, a warning banner appears and the picker shows all products until permissions are restored.