A smooth and transparent return experience builds customer trust, reduces friction, and increases repeat purchases. With REX – Returns & Exchange, customers can initiate returns or exchanges in just a few clicks—without contacting support.

Here’s how the return request process works from the customer’s perspective:

1. Go to Shopify Store Home Page

2. Click on Return/Exchange button (set with the REX Return page link)

3. On the login page add Order no. & Email / Phone no.

4. Check the Item details & Status (Returnable, Non-Returnable etc.)

5. Click on "Return/Exchange Item" button
6. Select Return Reason, Quantity, Return Option (Refund, Gift Card, Store Credit, Exchange etc.), Add Customer Note, Image Proof & they can also change the Pickup Address for Return by clicking "Return Address" in the right side.
   

7. Click on "Submit Request" button.
   
   

   What Happens Next?

   • The customer receives an instant acknowledgement email, confirming that the request has been submitted.

   • The return request appears in the REX admin dashboard with a Pending status.

   • Automated email notifications keep customers informed at every stage of the return—minimizing confusion and follow-up support tickets.
     
     

   Why This Matters

   By offering a clear, self-service return and exchange process, REX – Returns & Exchange helps merchants:

   • Improve customer satisfaction

   • Reduce manual support workload

   • Increase transparency and trust

   • Encourage repeat purchases

   A seamless return experience isn’t just a support feature—it’s a powerful retention tool.