In this guide, we'll walk you through the process of updating your fulfillment address for customer returns and support, and customizing your return policy. The information added here will sync directly to your website.
Navigate to the Setting and select Support & Returns
Support
This address is also shown in the Support tab on the landing pages for compliance with various ad platforms.
Shopper Facing Support Details
Email
Phone Number
Internal Support Escalation Contact
First and Last Name of contact
Email
Phone Number
Returns
Address For Customer Returns & Support
This is where brands will want shoppers sending their returned goods. This address is also shown in the Returns tab on the landing page.
Country
Address Line 1
Suite/Unit
City
State/Region
Zip Code
Return Policy
Customize and add your brands return policy. This policy will display on the Return tab on the footer of the landing page.
Show Return Portal on Landing Pages.
This will allow Shoppers to access the Returns Portal from the Return footer menu on the landing page.
**Return Portal must be activated by GiddyUp Support. Please reach out to support if you want to have this feature turned on in the platform.**
Note: Updating Return Policy and Address For Customer Returns & Support will sync and update this information on your website.
Return Reasons
Customize and Add Return Reasons for Customer Support
Return Settings
The Return Settings section allows you to control advanced return settings for your brand:
RMA Required: This toggle, when turned on, will require that an RMA (Return Merchandise Authorization) number be generated for all returns. Agents will manually enter the RMA in the platform, while brands using the Return Portal will have an RMA number automatically generated.
Refund Original Shipping Amount: This toggle, when enabled, ensures that the original shipping amount is automatically refunded to shoppers when a full return is completed. Note that this feature applies only to full returns and will not work on partial refunds. When disabled, the original shipping amount will not be refunded on full returns.
Note: The Refund Original Shipping Amount feature is only available if your brand is using the platform's return portal with the option to issue automatic refunds enabled. You will need to contact platform support to enable issue automatic refund feature.
Return Email Notification
The Return Email Notification feature can be enabled or disabled based on your preference:
Enabled: When this setting is enabled, shoppers will receive email notifications whenever returns are created or updated in the system.
Disabled: No email notifications will be sent to shoppers regarding their returns.
