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Returns and exchanges your buyers start themselves

Your store gets a returns page. Requests show up in Lockership and on the Shopify order, each with a clear next step for you.

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Return requests in Lockership with progress steps and the next step
Return requests in Lockership with progress steps and the next step
The buyer’s returns page with an exchange to size L

What your buyer does

  1. 1

    Finds the order

    With email and order number, or straight away when logged in.

  2. 2

    Picks items and a reason

    Items past your return window or tagged as non-returnable can’t be selected.

  3. 3

    Chooses what they want

    A refund, store credit, or another size, colour or product, with stock shown.

  4. 4

    Sees how to send it back

    Clear steps for the return method you chose, then the progress of the request.

Marking returned items as received and refunding as store credit
Marking returned items as received and refunding as store credit

What you do

Every request goes through the same steps: approve, wait for the items, mark them received, then refund or send the new item. The card always shows the next step.

  • Tick which items go back on sale
  • Refund to the card or as store credit
  • After an exchange, the label for the new item opens right away
  • Excel, CSV and PDF exports for accounting

Three ways to send it back

  • The buyer sends it

    Their own way and at their cost, to your return address.

  • Return label

    You approve, and the buyer gets a label PDF by email.

  • Code by SMS

    The carrier texts a code, and the buyer drops the parcel at a locker. Nothing to print.

Carrier returns always go to the sender address on the label. Lockership warns you if your courier collects from a different address.

Shoe boxes and a shipping label ready for an exchange

Exchanges without the back-and-forth

The buyer picks the new size or colour and sees what is in stock. If it costs more, Shopify sends a payment link. If it costs less, you refund the difference. Once the old item is back, you ship the new one from the same screen.

  • Same product or any product, you decide
  • Carrier and locker are taken from the order, and you can change them
How exchanges work

About returns

Can buyers return or exchange items themselves?
Yes. Your store gets a returns page where buyers ask for a refund, store credit, or another size, colour or product. You approve every request, and each one also shows on the Shopify order. See how to set it up.
Where do returned parcels go?
To the sender address printed on the original label. That includes Omniva’s automatic return codes, which go straight back to the sender. If your courier collects from another address, Lockership warns you so you can put the right return address on the labels.
How is a price difference paid in an exchange?
If the new item costs more, Shopify emails the buyer a payment link when you approve. If it costs less, you refund the difference when you mark the old item received. If the order already had an unpaid balance, for example cash on delivery, you send the invoice from Shopify yourself. See the exchanges guide.
Can I export returns for accounting?
Yes, for any period, in Excel, CSV or PDF: refunds by method, VAT, store credit, extra paid for exchanges and what went back to stock.

Set it up

Try Lockership on your store before it reaches the App Store

We are starting with a small group of Shopify stores in Lithuania, Latvia and Estonia. Leave your email, and I will help you connect your carriers.

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