> 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-solutions.md).
# Return solutions
Return solutions define what options your customers can choose when they submit a return request. By enabling different solutions, you give customers a clear set of choices — such as a refund, exchange, or store credit — and make it easier for you to handle each return consistently.
Go to **ParcelWILL app > Return settings > Return solutions** to manage your available solutions.
### How return solutions work
Each return solution represents one option your customers see on the return page when submitting a request. Enable the return solutions you want to offer. Customers can then choose the option that best fits their situation.
### Set the display order
At the top of the page, the **Return solution display order setting** controls the order in which solutions appear on the customer-facing return page. Drag and drop the solutions to rearrange them. The order shown here is exactly what customers will see.
{% hint style="info" %}
Put your most preferred solution at the top. For example, if you'd rather customers choose store credit over a refund, move store credit above the refund option.
{% endhint %}
### Available return solutions
When you expand an enabled solution, you can customize the following:
* **Custom name** — the label customers see on the return page (e.g., "Refund to original payment" or "Get store credit")
* **Custom description** — a short explanation shown below the name to help customers understand this option
* **Custom badge** — an optional tag displayed next to the solution name (e.g., "Recommended" or "Fastest")
Below is the full list of available solutions, along with which plan is required:
| Solution | Description | Plan required |
| ------------------------------------- | ---------------------------------------------------------------------------------------------------- | ------------- |
| **Refund to original payment method** | Refund the customer through their original payment method | Free |
| **Refund to store credit** | Issue the refund as store credit that customers can use on future purchases | Professional |
| **Exchange item** | Let customers exchange for a different product or variant; price differences are charged or refunded | Professional |
| **Replace item** | Let customers swap for a different variant of the same product with no price change | Essential |
| **Refund to store gift card** | Issue the refund as a Shopify gift card | Essential |
| **Refund to store discount** | Issue the refund as a store discount code | Essential |
| **Refund via manual bank transfer** | Record refunds for orders not paid through Shopify, such as cash on delivery | Essential |
| **Custom return solution** | Create a fully custom solution for special workflows (e.g., refund via Wise) | Professional |
{% hint style="info" %}
You need to enable a solution here before it can be used in automation workflows. If a solution is toggled off, it will not appear as an option in workflows or on the customer return page.
{% endhint %}
### Solution-specific guides
Some solutions have additional setup steps. See the detailed guides below:
* Exchange item — how exchange pricing, upsell, and downsell work
* Replace item — how same-product variant swaps work
* Refund via manual bank transfer — how to collect customer bank details and process manual payouts
* Custom solution: Refund via Wise — how to batch-process refunds through Wise
---
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