Setting Up Country-Based Return Rules

Use Country-Based Return Rules when you want to allow returns only from specific countries and warn staff (and customers) about requests coming from anywhere else. Requests from non-allowed countries are flagged rather than hard-blocked, so your team stays in control of the final decision.

Where to find it

Go to Returns Portal > Rules > Country-Based Return Rules.

Prerequisites

The second-language banner fields require the advanced plan. All other settings in this group are available without a plan requirement.

Turn on Block return requests from countries NOT selected below first — the country input, the Add country button, and the warning banner fields stay disabled until this option is enabled.

Set it up

1. Block return requests from countries NOT selected below — Enable this checkbox to activate the feature. When on, requests from countries you have not added to the allowed list carry a banner reminding staff that they should not be approved. Per its helper text, these requests are flagged, not hard-blocked. Default: false (off).
2. Add country — With the option enabled, type a country into the input and click Add country to add it to your allowed list. Countries appear as removable tag chips. Use commas without spaces to add several at once.
3. Returns Portal warning banner heading — Set the heading of the warning banner shown to customers whose order was shipped to a country not on the allowed list. Default: Returns are not available for your country.
4. Returns Portal warning banner text — Set the body text of that same warning banner. Default: Unfortunately, we do not allow returns from the country your order was shipped to.
5. Returns Portal warning banner heading (second language) — On the advanced plan, set the second-language heading, used when the second portal language is active. Default: (Translate) Returns are not available for your country.
6. Returns Portal warning banner text (second language) — On the advanced plan, set the second-language body text for the second portal language. Default: (Translate) Unfortunately, we do not allow returns from the country your order was shipped to.

What changes when you turn this on

When Block return requests from countries NOT selected below is enabled, the country input, the Add country button, and all four banner text fields become editable. Countries you add are saved to your allowed (exemption) list as tag chips. On the Returns Portal, a warning banner using your configured heading and body text is shown to customers whose order shipped to a country that is not on the allowed list. In the merchant dashboard, requests from those non-allowed countries carry a banner reminding staff not to approve them — the request is flagged, not automatically blocked.

Plan requirements

The second-language banner heading and body text fields require the advanced plan and apply only when the second portal language is active.