FAQ
Do buyers need a returnfast account?
No. Buyers use the return entry point provided by your store and verify their order information during the return flow.
Is returnfast only for Shopify?
returnfast is Shopify-first for the merchant workflows covered in this manual. Connect Shopify before using order-based return workflows.
Why can I not find an order?
Confirm the Shopify order reference and buyer email first. If the order still does not appear, check that the Shopify connection is active and that the order should be eligible for the return workflow your store uses.
Can I approve only part of a return request?
Use the review options available in your dashboard. If the buyer selected items that should not all be accepted, follow your support process for correcting the request or asking the buyer for clarification before approval.
Can I reject a return request?
Yes. Reject requests that do not match your store policy or cannot be accepted. Add a clear merchant note so support records explain the decision.
What should I write in buyer-facing messages?
Keep messages short, specific, and policy-based. Tell the buyer what happened and what they need to do next. Avoid internal notes, shorthand, or details that only your team understands.
Why did return label creation fail?
Common causes include low wallet balance, incomplete buyer address, invalid return destination, unrealistic package details, or carrier availability. See Return Labels for troubleshooting steps.
When does tracking update?
Tracking usually updates after the buyer gives the parcel to the carrier and the carrier scans it. A newly created label may not show movement immediately.
Can I void a label?
A label may be voidable if it has not been used and the carrier still allows cancellation. Once a label is scanned or used, it may no longer be voidable.
Where can I see wallet activity?
Use the wallet and billing area in your merchant dashboard to review balance, label deductions, voids, and visible adjustments.
What should I do when wallet balance is too low?
Add funds, confirm the updated balance is visible, then retry label creation from the affected return request.
Who should have dashboard access?
Give access only to team members who need to review returns, manage labels, or monitor wallet billing. Remove access when it is no longer needed.
What should I send to support?
Send the return reference, Shopify order reference when available, buyer email, label or wallet status when relevant, and a short description of the issue.