Practical Shopify guide
How to set up a returns portal on Shopify
Customers need to find where to request a return, understand their options and receive clear instructions. Prepare that journey in Shopify, then extend it with KodaSwap when you need store credit, exchanges and carrier labels.
KodaSwap ·
Start with your return rules
Before installing a portal, define your return window, eligible items, available reasons and receiving address. Decide who pays for shipping and when to offer a refund, store credit or an exchange.
Make these conditions easy to find in your store. The portal supports your process; a clear policy helps customers complete it without contacting support at every step.
What native Shopify returns provide
Shopify supports return requests through customer accounts. In Settings > Customer accounts, enable self-serve returns, add the account link to your store and configure your return rules.
This can centralise requests. According to Shopify’s documentation reviewed on 16 September 2026, customers cannot request exchanges in that self-service flow. Check the current capabilities before choosing your solution.
Install the KodaSwap portal in your store
KodaSwap adds a portal inside your theme and manages requests in the Shopify admin. Enable the integration in your published theme so customers can open the portal.
Install the app
Add KodaSwap from the Shopify App Store and choose the plan that supports the return options you want to offer.
Configure returns
In KodaSwap settings, enter your policy and return address. Enable the carrier services available for your store and check their rates.
Enable the app embed
Open the Shopify theme editor from KodaSwap’s appearance settings. Enable KodaSwap under app embeds and save the theme.
Add a visible entry point
Copy the return link provided by KodaSwap into your footer menu or returns page. A label such as “Request a return” helps customers find it.
Check the customer journey
Using an eligible test order, open the portal from your store. Check the items, reasons, resolution options, instructions and emails, first on desktop and then on mobile.
Which plan covers refunds, credit and exchanges?
Choose a plan based on the journey you want to offer as well as your return volume. Carrier features are available from Free, with shipping charged separately.
- Free: refunds to the original payment method, the portal and labels. 10 free returns, then €1.50 per processed return, with no monthly subscription.
- Starter: adds store credit, credit bonuses and rule-based auto-approval.
- Pro: adds variant and full-catalog exchanges, plus advanced portal customisation.
Review requests after launch
First check that customers can open the portal and receive their instructions. Then review return reasons and the resolutions chosen: refunds, store credit or exchanges.
If one size is returned often, use that evidence to improve the product’s size guide. If customers still ask support where to return an item, make the portal link easier to find before adding more automation.
Common questions
Do I need to edit my Shopify theme code?
Enable the KodaSwap app embed in the theme editor, then add the link supplied by the app to your store. No theme-file changes are needed.
Why does the portal not open?
Check that the KodaSwap embed is enabled and saved in the published theme, that your account is configured and that you are using the return link supplied by the app.
Can customers exchange a size?
Yes. Pro supports exchanges for another variant or catalog product, based on available stock. Free covers refunds; Starter adds store credit.
Get ready for your first return.
Install KodaSwap on Shopify and configure your portal. Start with 10 free returns; shipping is charged separately.