Quickly find answers to the most common questions about ReturnEase
ReturnEase is an e-commerce returns management platform that simplifies the return process for merchants and their customers. We provide customizable forms, automatic email notifications, and analytics tools to help you efficiently manage returns and complaints.
ReturnEase offers 3 volume-based pricing tiers: • Up to 250 returns/month: €24.99/month • Up to 800 returns/month: €59.99/month • Over 800 returns/month : Contact us for a custom quote all plans include all features. You only pay for the volume you need.
Yes! We offer a 14-day free trial with no credit card required. You'll have access to all features during the trial period to test the platform with your real customers.
Absolutely. You can cancel your Subscription anytime from your dashboard. There are no cancellation fees or long-term commitments. Your service will continue until the end of your current billing period.
Getting started is simple: 1. Create Your Account on our registration page 2. Configure Your Store with your name and information 3. Customize your return form with your logo and preferences 4. Share your form link with your customers The entire setup process takes less than 10 minutes.
Your subdomain is your unique URL on ReturnEase (for example, yourstore.fr.returnease.eu). This is the address where your customers submit their return requests. You can: • Share this link in your order confirmation emails • Add it to your website • Include it in your invoices • Share it on social media Your subdomain is permanent and never changes.
ReturnEase offers two types of forms: 1. Return forms: For standard returns under the 14-day withdrawal right (French consumer law) 2. Complaint forms: For defective or non-compliant products under the 2-year legal warranty of conformity Each form type is designed to comply with French legal requirements and collect appropriate information.
Yes! You can customize several aspects of your forms: • Logo: Upload your company logo (JPG, PNG, WebP up to 2 MB) • Form fields: Add custom fields (text, textarea, Select, checkbox) • Text: Edit the labels and help text • Required fields: Choose which fields are required • Return policy: Customize your return policy and instructions Everything is editable from the form builder in your dashboard.
To add your logo: 1. Go to Dashboard → Settings 2. Scroll to the section 'Branding' 3. Click 'Upload logo' 4. Choose your logo file (JPG, PNG or WebP, maximum 2MB) 5. Your logo will appear instantly on all your forms For best results, use a 300x100 pixel image with a transparent background (PNG format).
By default, these fields are required for legal and operational reasons: • Full name • email • Phone number • Complete address • Order number • Problem description You can add additional custom fields and choose if they are required or optional. Product photos are optional but strongly recommended.
Yes! Customers can upload up to 5 photos (10 MB each) with their return request. Photos help to: • Check the product condition • Document defects or damage • Speed up processing • Reduce disputes Photos are automatically attached to your email notifications and securely stored in your dashboard.
If you're not receiving email notifications, check: 1. Spam folder/junk mail: Check if emails from support@returnease.io are there 2. Whitelist: Add support@returnease.io to your contacts 3. Email address: Check that the address in your settings is correct 4. Email provider: Try a different email address (Gmail, Outlook) 5. Filtering rules: Check your inbox rules If the issue persists after these checks, contact our support.
To change your notification email address: 1. Log in to your dashboard 2. Go to Settings 3. Find 'notification email' 4. Enter your new email address 5. Click 'Save changes' You will receive a test email at the new address to confirm it works. Future notifications will go to this new address.
Currently, ReturnEase supports a single notification email address per account. This feature is in development. Workarounds: • Use a team email address (returns@yourbusiness.com) • Configure email forwarding in your email provider • Create inbox rules to automatically forward • Use webhooks to integrate with your support system
Email notifications are usually sent in a few seconds after a return is submitted. However, delays can occur due to: • Anti-spam filters from your email provider (up to 5 minutes) • Server load during peak periods (up to 2 minutes) • Inbox rules that delay delivery If a notification takes more than 10 minutes, Check your spam folder or contact our support. You can also check new returns in your dashboard at any time.
A webhook is a way for ReturnEase to automatically send return data to your existing system or tool in real time. Common use cases: • Send returns to your customer support system • Automatically update your inventory • Create tasks in your project management system • Save returns in your CRM To configure a webhook, Go to Dashboard → Integrations and enter your endpoint URL. ReturnEase will send a JSON payload each time a new return is submitted.
Common webhook errors and their solutions: 1. Error 404: The webhook URL is incorrect - check the URL 2. Error 500: Your server has a problem - check your server logs 3. Timeout: Your endpoint is too slow - optimize to respond in under 5 seconds 4. SSL: Certificate error - make sure your URL uses a valid SSL certificate You can view webhook delivery logs in Dashboard → Integrations to diagnose issues. ReturnEase will automatically retry failed webhooks up to 3 times.
To test your webhook: 1. Set up your webhook URL in Dashboard → Integrations 2. Use a test service like webhook.site or requestbin.com to see the payload 3. Submit a test return via your form 4. Verify your endpoint receives the JSON payload 5. Check delivery logs in your dashboard The JSON payload includes all return data: customer information, order details, photos, and metadata.
We accept all major payment methods via Paddle (our payment processor): • Credit/debit cards (Visa, Mastercard, American Express) • PayPal • Apple Pay • Google Pay Paddle also automatically handles European VAT for all payments, so you don't need to worry about tax compliance.
To change plans: 1. Go to Dashboard → Subscription 2. Click 'Change plan' 3. Select your new plan 4. Confirm the change If you upgrade to a higher plan, you'll pay the prorated difference for the rest of the month. If you downgrade, the credit will be applied to your next invoice. The changes take effect immediately.
If you exceed your plan's monthly return limit: • 250-return plan : 0,10 € per additional return • 800-return plan : 0,08 € per additional return • Enterprise plan : Negotiated rate You will receive email notifications at 80% and 100% of your limit. Additional returns are charged at the end of your billing period. You can upgrade to a higher plan at any time to avoid overage fees.
To access your invoices: 1. Go to Dashboard → Subscription 2. Click 'Billing history' 3. View and download your invoices Invoices are generated automatically with each payment and sent to your email address. They include all the details needed for accounting, including VAT for EU businesses.
If your form isn't loading, try: 1. Clear browser cache: Ctrl+F5 (Windows) or Cmd+Shift+R (Mac) 2. Try another browser: Chrome, Firefox, Safari or Edge 3. Check your internet connection: Make sure you're online 4. Disable browser extensions: Ad blockers can interfere 5. Check the URL: Make sure you're using the correct subdomain URL If the issue persists, contact our support with: • The browser and version you're using • The exact error message you see • a screenshot if possible
Yes! ReturnEase is 100% responsive and works perfectly on all devices: • Smartphones (iOS and Android) • Tablets • Desktop computers • Laptops Your customers can submit returns from any device. The form automatically adapts to the screen size for an optimal experience. You can also manage returns from your mobile device via the dashboard.
Yes! We take security very seriously: • SSL/TLS encryption: All data is encrypted in transit • EU servers: Your data is stored on secure servers in the EU • GDPR compliance: We comply with all data protection regulations • Regular backups: Daily backups of all data • Access control: Only authorized users can access data • Monitoring: 24/7 monitoring for security threats We never sell or share your data with third parties.
Yes, ReturnEase is fully GDPR compliant. We: • Store all data in the EU • Respect all data subject rights (access, rectification, deletion) • Maintain a data processing agreement (DPA) with all customers • Regularly conduct security audits • Encrypt all personal data • Allow data export and deletion • Have a Data Protection Officer (DPO) You remain the data controller and we are your processor. Our DPA is available in your dashboard settings.