Returns are a natural part of e-commerce, but asking customers to review products they've returned creates awkward situations and can damage your brand reputation. Reviewsion's Return Handling feature automatically manages review requests when returns occur, ensuring you never accidentally ask for feedback on returned items.
How Return Handling Works
The Default Behavior (All Plans)
Every Reviewsion account includes basic return protection:
Automatic Cancellation on Approved Returns
When a return is approved in Shopify
The associated review request is automatically cancelled
Any pending follow-ups are stopped
The customer won't receive any review emails
This baseline protection ensures you avoid the most embarrassing scenario: asking customers to review products they've successfully returned.
The Return Process Timeline
Understanding when things happen is crucial:
Customer initiates return → Return request created
Store reviews request → Decision pending
Return approved/declined → Final status set
Reviewsion responds → Cancels or continues accordingly
The default behavior only acts at step 3, when the return is approved.
Advanced Return Options (Pro Plan Only)
Pro plan users get two powerful options for more sophisticated return handling:
Option 1: Cancel Immediately on Return Request
What it does: Cancels review requests as soon as a customer initiates a return, without waiting for approval
How it works:
Customer requests a return
Review request immediately cancelled
No emails sent, regardless of return outcome
Best for:
High-end luxury brands
Stores with high return approval rates
Businesses prioritizing customer experience over review quantity
When you'd rather miss some reviews than risk awkwardness
Trade-off: You'll lose potential reviews from customers whose returns are declined but would have still reviewed positively.
Option 2: Smart Return Handling
What it does: Intelligently pauses and resumes review requests based on return status.
How it works:
Return requested → Review request paused
Return approved → Review request cancelled permanently
Return declined/cancelled → Review request resumed
Customer keeps product → Gets review request as normal
Best for:
Stores with moderate return decline rates
Businesses wanting maximum review opportunities
When you have good return resolution times
Balanced approach to review requests
The smart advantage: Captures reviews from customers who initially wanted to return but ended up keeping the product after resolution.
Setting Up Return Handling
Basic Setup (All Plans)
The default protection is automatic - no configuration needed. When returns are approved in Shopify, review requests are cancelled.
Advanced Setup (Pro Plan)
Navigate to Dashboard → Settings → Review Requests and scroll to "Return Handling"
To Enable Immediate Cancellation:
Check "Cancel Immediately on Return Request"
Save settings
All future return requests trigger immediate cancellation
To Enable Smart Handling:
Check "Smart Return Handling"
Save settings
System begins intelligent pause/resume logic
Note: These options are mutually exclusive. You can only use one at a time.
Choosing the Right Strategy
Use Default Behavior When:
You have low return rates (<5%)
Returns are processed quickly
You approve most returns
You're on the Standard plan
Use Immediate Cancellation When:
Customer experience is paramount
You have high return rates (>15%)
Your products are expensive/luxury
You want zero risk of embarrassment
Return decisions take a long time
Return rejections might result in negative customer experience, immediate cancellation avoids customer review reflecting that
Use Smart Handling When:
You decline a significant portion of returns
You resolve returns quickly (24-48 hours)
You want to maximize review collection
You have good customer communication
Your return rate is moderate (5-15%)
Return Scenarios and Outcomes
Scenario 1: Customer Returns Defective Item
Default Behavior:
Return approved → Review request cancelled ✓
Immediate Cancellation:
Return initiated → Review request cancelled immediately ✓
Smart Handling:
Return initiated → Review paused
Return approved → Review cancelled ✓
Scenario 2: Customer Changes Mind, Return Declined
Default Behavior:
Return declined → Review request continues normally
Risk: Delay might cause customer to forget
Immediate Cancellation:
Return initiated → Review cancelled
Lost opportunity: No review despite keeping product ✗
Smart Handling:
Return initiated → Review paused
Return declined → Review resumed ✓
Best outcome: Customer still gets review request
Scenario 3: Customer Cancels Return Request
Default Behavior:
No return processed → Review request unaffected
Immediate Cancellation:
Return initiated → Review already cancelled
Lost opportunity ✗
Smart Handling:
Return initiated → Review paused
Return cancelled → Review resumed ✓
Captures the review opportunity
Common Questions
"What if a return is processed outside Shopify?"
Manual returns not tracked in Shopify won't trigger automatic handling. You'll need to manually manage these review requests.
"Can I customize which products use which strategy?"
Currently, return handling is store-wide. All products follow the same strategy.
"What happens to partially returned orders?"
If some items are returned:
Default: Continues for non-returned items
Immediate: Cancels entire request
Smart: Pauses entire request
"Can customers still submit reviews after returns?"
If they have the direct link, yes. But they won't receive email reminders.
The Bottom Line
Return handling isn't just about avoiding embarrassment – it's about respecting your customers' experience and maintaining brand integrity.
Standard plans get essential protection against the worst-case scenario
Pro plans get sophisticated tools to maximize review collection while managing returns intelligently
Choose your strategy based on your return patterns, customer relationships, and business priorities. The right approach protects your reputation while capturing every legitimate review opportunity.
Remember: A customer who returns a product but has a positive service experience might still recommend your store – if you handle their return respectfully and professionally.