Articles on: Branded Returns Page

How to Customize the Returns Page Created via AfterShip Returns


Customization has always been important from a business perspective because shoppers should be getting your brand feel when they visit any page of your store.

With AfterShip Returns, you can customize your returns page effortlessly under Returns page in the AfterShip Returns admin.

📢 What you’ll learn

In this article, we will show you:

Customize your returns page
Publish or unpublish returns page
Hide returns page from search engines
Skip return pages
Set up a custom domain
Set up returns page languages
Google Analytics

Customize your returns page

Go to Customizations > Returns Page in AfterShip Returns admin
Click Edit on the upper right-hand side of page
Returns page editor offers you two main settings

Page content customization
Theme settings

Select which part of the returns page you want to customize from the dropdown above. Return submission is a 5-step process with additional elements that makes it easier for customers.

You can customize the content and theme settings of each step and additional pages based on your goals
You can edit the customer-facing content of each step of the return submission process and additional pages based on different languages by clicking the Localize option

Page content customization

Hero image: Add an oversized banner image as a background of your returns page

a. Hero size should be under 2 MB
b. Hero image is supported in JPG, PNG, JPEG, or GIF format
c. Ideal dimensions are 900 x 1440px.

Card title : Add a title for the order lookup popup.
Order number prompt : Edit text that will appear prompting the user to input the order number
Email/postal code prompt : Edit text that will appear prompting the user to input the email address or the postal code
Button : Edit the call-to-action text prompting users to take an action
Return policy summary

a. Summarize your return policy in the given Text(Optional) field to give your customer clear knowledge of what makes a product eligible or ineligible for a return along with your company's refund and exchange policy.

b. Input the button text

c. To edit the Button link, click the Returns policy link.

On the returns policy editing page, Select link destination to redirect customers to the URL to want you
Edit your existing returns policy content live on your website directly from the editor and the users will be redirected to this updated version
Select Custom page URL if you wish to redirect users to a different return policy page than what is given on your website

Terms and conditions checkbox : Allow users to align with your terms and conditions of initiating a return request

Plans: Premium, Enterprise

Once enabled it, shoppers have to accept your terms and conditions first before submitting a return request.

a. Click Enabled radio button to activate terms and conditions checkbox on returns portal
b. Add preferred text and policy link to redirect users
c. Select the Pre-check the checkbox, if you want your terms and conditions to be checked by default
d. Select Enabled to activate the view details pop-up window and input Title and Description of your company's terms and conditions.

With this feature enabled, your customers will be able to see your terms and conditions policy prior to initiating a return request.

Marketing assets : Add product recommendations to your returns portal to boost additional sales

Marketing assets will be shown only in the desktop mode

a. Image size should be under 2 MB
b. Images are supported in JPG, PNG, JPEG, or GIF
c. Recommended image dimensions are 600 x 600px.
d. Add a destination URL for each marketing asset to redirect your store visitors to the detailed product page

Theme settings

Theme settings allows you to modify the look and feel of your return portal

Theme style : Change the format and look of the UI of your returns page

a. Theme : We only support Basic theme style
b. Primary font : Set a font for the header, footer, and button. Choose the preferred font from the dropdown by selecting the opposing downward-facing arrows icon
c. Body font : Set a specific font for the main content of your returns page, choose it from the dropdown menu under Body font
b. Colors : Change the color for banners, buttons, and body text links

Get in touch with our support team to request custom fonts

Favicon : Showcase your brand logo as a favicon

a. Favicons are supported in ICO or PNG format
b. Recommended size and dimensions are under 50 KB and 32 x 32px respectively

AfterShip Returns logo will be shown in case you don’t upload yours as a favicon

Header : The section of the returns page that appears in the top margin

Under Header settings you are offer the following settings,

a. Store: The name of your store will be picked automatically, as it is already connected with the AfterShip Returns. However, you can change the store URL if you want to
b. Logo: Upload your brand logo in JPG, PNG, JPEG, or GIF format and keep its size under 2 MB. Set the logo size and position as per your preference
c. Menu: Click Add menu item if you want to show a dedicated menu on your returns page. Otherwise, let it be as is

Footer : The section of the returns page that appears in the bottom margin

Under Footer settings you are offer the following settings,

a. Social account: Add links to your Facebook, Twitter, and Instagram accounts
b. Page links: Add links to your Contact us, Terms, and Privacy pages

Once changes are done, click Save

Publish or unpublish branded returns page

By default your return page will be set to unpublished status. Once you are done editing the return page, you can either save the page in draft or publish it directly.

PublishPublishedThe returns page will be displayed to the customers normally (image 1)
Save draftUnpublishedThe link to the return page will show page not found status (image 2)

You can also publish/unpublish the return page from the main return page dashboard. Just click the {...} icon and select the desired option.

Hide returns page from search engines

By default, the option will be disabled. You can check the Hide returns page from search engines (Takes 1-2 weeks to apply) to not display the returns page on the search engines. The feature will come into effect depending on the search engine.

Skip return pages

For return Resolution and Shipping pages, where customers are required to select how they wish to resolve the return request and ship the items back, you can choose to skip both the pages for customers if only one option is available.

Go to Resolution > Resolution options and for Shipping page, go to Shipping methods
Select the checkbox for Skip this page for customers when only one resolution is available

If selected, the resolution and shipping method selection page will be bypassed, giving customers a quick request submission experience
If unchecked, the customers still need to select the available option for both the steps to proceed forward

Set up returns page languages

Plans: Essentials, Premium, Enterprise

By default English will be set as a default language. However, if you wish to set up multiple languages for your returns page based on different customer locale, you can do that with a few simple steps.

Go to Customizations > Returns page in AfterShip Returns admin
Scroll down to Language
Click Add language and select your preferred language from the dropdown, then click Add
Select the checkbox for Auto-translate returns page content if you wish to automatically translate the content of your return page into the configured language and click Add

Click {...} icon and select Edit content to audit and edit all the customer-facing content that will appear on your returns portal

AfterShip Returns by default translates most of the fields based on Google Translation, we still recommend verifying each one of them
If you wish to edit the content based on the configured language again, go to Returns page editor again, do the required changes and Save the changes

If you want to support multiple language translations, each language must be added independently and the consecutive additional pages must be edited and verified simultaneously.

Exit the language translation page. Click {...} again and select Set as default.

Learn more

Only one language can be set as default. Default language will be automatically applied if the customer language does not match any other configured languages in the list

Set up a custom domain or use default URL

Plans: Essentials, Premium, Enterprise

Go to Customizations > Returns page in AfterShip Returns admin
Scroll down to Add returns page to website section

Click on Set up custom domain and get clear instructions on how to get your own custom domain from our support team
Copy the default returns page URL and add it to your store's navigation if you wish to use this URL

1. SSL activation is a must due to the Cloudflare’s policy (Chat with our support team to get it enabled at a nominal rate)
2. Use DNS only while setting up a CNAME

Checkout this detailed tutorial to set up a custom domain for your return portals in a few simple steps.

Google Analytics

If you want to monitor returns page sessions, copy the tracking code from your Google Analytics account and paste it into the given field.

Get a detailed run down on how you can connect your Google Analytics account with AfterShip Returns here.


1. How to remove protected by reCAPTCHA from the returns page?

The Returns Page uses reCAPTCHA to verify whether the user is a robot. When allowing the use of the shipping postal code to find an order, the validation depends on the user’s environment and the presence of reCAPTCHA. reCAPTCHA is necessary in this scenario because shipping postal codes are generally short and susceptible to brute-force attacks. If the customer wants to disable the validation, they can simply turn off the Find order by shipping postal code option.

Go to Return Policy > Order lookup in your AfterShip Returns admin
Unselect Shipping postal code under Allow customers to find orders by option and hit Save

In case you need any help regarding customization or want the AfterShip Returns branding removed from your page, contact our chat support team now

Updated on: 18/01/2024

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