> For the complete documentation index, see [llms.txt](https://parcelwill-returns.gitbook.io/help-center/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://parcelwill-returns.gitbook.io/help-center/settings/return-rules.md). # Return rules Return rules help you control which items are eligible for return and how different aspects of the return process are handled. These rules apply globally across your store and work together with your return solutions and automation workflows to create a complete return policy. Go to **ParcelWILL app > Return settings > Return rules** to configure your rules.

## Return window The return window sets how long customers have to submit a return request. You configure two fields: * **Start from** — when the clock starts (choose from **Order fulfillment date**, **Order created date**, or **Delivery date**) * **Within** — the number of days the customer has to request a return For example, setting "Start from: Order fulfillment date" and "Within: 30 days" means customers can request a return within 30 days after their order is fulfilled. {% hint style="info" %} Using the fulfillment date is the most common choice. It starts the clock from when the order actually ships, which is fairer to customers than the order creation date. {% endhint %} ## Block setting Block rules help you prevent return requests that don't meet your return policy from being submitted. By setting block conditions in advance, you can reduce unnecessary return requests, avoid extra manual review, and lower the risk of return disputes. ### How to set up block rules {% stepper %} {% step %} ### Open block management Go to **ParcelWILL app > Return settings > Return rules**, then click **Manage** under the **Block setting** section.

Block type	What it does
Block rules (legacy)	Create custom conditions for specific return scenarios Available for existing users only. New users can create return-blocking conditions in Workflow.
Collections	Block products that belong to selected Shopify collections
Countries or regions	Block return requests from specific customer countries or regions
Customer email	Block return requests from specific customer email addresses
Discounted items	Block all items that were purchased with a discount
Product name	Block products by product name
Product SKU	Block products by SKU
Product type	Block products by Shopify product type

{% endstep %} {% step %} ### Open the Add block rule dialog Click **Add block**. A dialog will open.

* Name your rule * Enter a **Block rule name** (max 50 characters). This is for your internal reference only — customers won't see it. * Set the block reason * Enter a **Block reason** (max 200 characters). This message will be displayed on the customer's return page when the item is blocked, so write something clear and helpful (e.g., "This item is final sale and cannot be returned"). * Configure the conditions * Under **Logical**, choose how multiple conditions should work together: * **If all conditions are met** — every condition must be true to block (AND logic) * **If any conditions are met** — at least one condition must be true to block (OR logic) Then build each condition using three fields: * **Field** — what to check (e.g., Product name, Product SKU, Order tag) * **Operator** — how to match (e.g., Contains, Is, Is not) * **Value** — the specific value to match against * You can add more conditions using the **And** rows. Click the trash icon to remove a condition. {% endstep %} {% step %} ### Save the rule Click **Add** to save the block rule. It will take effect immediately. {% endstep %} {% endstepper %} ### What customers see when blocked When an item matches a block condition, the customer cannot submit a return request for that item. The blocked item appears as ineligible on the return page, and the **Block reason** you entered is shown so customers understand why.

## Restocking fee Charge a fee to cover the cost of processing returns. This amount is automatically deducted from the customer's refund. Requires the **Essential plan**. You can create up to **4 different restocking fees**, each with its own amount and conditions. The fee is calculated in two ways:

Calculation method	How it works
Non-charge	No restocking fee is applied
Fixed	A fixed dollar amount is deducted per return
Percentage	A percentage of the item price is deducted

#### Conditional restocking fees Each restocking fee can be set to apply only when specific conditions are met. The available condition types are: * **Return solution** — apply the fee only for certain solutions (Refund to original payment method, Exchange for different items, Refund to store gift card, or Refund to store discount) * **Return reason** — apply the fee based on the reason the customer selects * **Return shipping method** — apply the fee based on the shipping method (Ship with a return label provided by the merchant, Ship on your own, or Green returns) * **Return quantity range** — apply the fee based on how many items are being returned {% hint style="info" %} When multiple restocking fees match a single return, the system automatically applies the one that deducts the **maximum amount**. This ensures you always charge the most relevant fee when conditions overlap. {% endhint %} #### Where customers see restocking fees Restocking fees are shown to customers on the return item selection page in the returns portal, so they can see the deduction before submitting their request.

*** ## Shipping fee Charge customers a return shipping fee to help offset the cost of return labels. Requires the **Essential plan**.

Option	How it works
Non-charge	No shipping fee is charged
Fixed	A fixed shipping fee per return
The actual cost of shipping fee	The actual carrier rate is charged (applies to direct integration and manual label methods)

*** ## Return rewards Encourage customers to choose non-refund options (like store credit or gift cards) by offering a small bonus reward. Requires the **Essential plan**.

Option	How it works
Non-charge	No reward is offered
Gift card	Customer receives an extra gift card amount when choosing a gift card refund
Store discount	Customer receives an extra discount when choosing a store discount refund
Store credit	Customer receives extra store credit when choosing a store credit refund

{% hint style="info" %} Return rewards are a great way to retain more revenue. For example, offering a 10% bonus when customers choose store credit can encourage them to keep the value in your store rather than requesting a cash refund. {% endhint %} ## Exchanges setting Control which products or variants are available for exchange when customers submit a return. Requires the **Essential plan**.

Available rule	What it means
All variants with stock	Customers can exchange for any variant that has inventory
Minimum inventory level	Only variants above a set inventory threshold are available
Continue exchange when out of stock	Allow exchanges even for out-of-stock variants
Specific variants with stock	Only specific variants you select are available

*** ## Exchange order setting Choose the initial status of exchange orders created in Shopify when a customer selects an exchange: * **Unfulfilled** — the exchange order is created as unfulfilled, ready for your team to ship * **On hold** — the exchange order is placed on hold until you manually release it (for example, after you receive the returned item) *** ## Return request setting Control how customers submit return requests: * **Allow multiple items to be selected for each return request** — customers can return several items from the same order in one request * **Only one item can be selected for each return request** — customers must submit separate requests for each item *** ## Customer shipping address Choose whether customers can edit their shipping address when submitting a return: * **Customers cannot edit their address** — the address from the original order is used * **Customers can edit their address** — customers can update their address, and the new address will be used for return shipments and exchange orders ## Need help? 🌻 If you have any questions, feel free to reach out to [our support team](mailto:returns@parcelpanel.ltd). --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://parcelwill-returns.gitbook.io/help-center/settings/return-rules.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.