Returns Clerk support

What Returns Clerk does

A shopper finds their order on your store’s returns page with the order number and the email address they used at checkout. They choose the items and quantities to send back, give a reason for each, can add a note, and send a return request. You see each request on a Returns page in your Wix dashboard, approve or decline it, and refund approved requests through Wix’s own refund system.

See the whole flow on an invented demo store, in 49 seconds: Returns Clerk demo on YouTube.

Getting started

1. Install Returns Clerk

   Install it from the Wix App Market. Before you agree, Wix shows the permissions the app asks for. Our Privacy Policy explains each one.

2. Check for Wix Stores

   Return requests come from Wix Stores orders, so the site needs an online store. Wix keeps the app’s data in your site’s CMS. If the site doesn’t have the CMS yet, Wix adds it when you install the app and then sets up the app’s storage. On our test site, both were ready 16 seconds after the install.

   When the app is installed, Wix switches on the site’s code features, because the app’s storage needs them. You don’t need to write any code.

   If the Returns page in your dashboard says the site can’t store return requests yet, wait a minute and open Returns again. If it still says so, add the CMS from your site’s dashboard, then open Returns again. If that doesn’t clear it, email us.

3. Put the returns form on a page

   The app doesn’t add the form to any page for you. In your site’s editor, add a page called Returns and link it from your footer, next to your shipping and refund policies. Then open the editor’s Add panel and add Returns Clerk’s Returns Portal to that page. In the Wix Editor it’s under Add Elements > App Widgets (the separate Add Apps button opens the App Market, not your installed apps). In the Harmony editor it’s under Add > Elements > Installed Apps.

   On the published site the form grows to fit the order, so you don’t need to resize it in the editor. On our Wix Editor test site it went from 500 pixels tall to 849 with three items open.

   To change the form’s heading and instructions, open the Returns Portal’s settings.

4. Publish your site

   Shoppers can use the form once the site is published.

Requests and refunds

New requests appear on the Returns page in your Wix dashboard. Each one shows the order number, the items and quantities the shopper wants to return, their reason for each item, and their note if they wrote one.

Approve or decline

Approve or decline each request. You can add a note to the shopper of up to 500 characters. They see it, with the request’s status, when they look up their order again.

Refund an approved request

• Wix calculates the refund for exactly the items and quantities in the request, and shows you the amount before you confirm. Nothing moves until you do.
• The refund goes through Wix’s own payment systems, on your instruction. Returns Clerk never holds or moves money itself.
• Refunded items go back into stock. To keep an item out of stock, untick it before you confirm.
• Wix can email your customer about the refund. The box for it is ticked on the refund card; untick it if you’d rather tell them yourself.
• If the order was paid offline or by manual payment, Wix records the refund and you pay the customer back yourself. The Returns page tells you when this applies.
• To refund less than a request asks for, decline it with a note, or refund the order from Wix’s own Orders page.

After a refund

If Wix doesn’t confirm a refund straight away, Returns Clerk holds the request so the same refund can’t be sent twice, and the Returns page tells you what to check.

Refunds through a payment provider can take time to complete. Returns Clerk files the request as refunded once Wix accepts the refund. If the provider later fails it, Wix shows that on the order, so check the order in Wix if a customer says the money hasn’t arrived.

What shoppers see

• The form asks for the order number and the email address used at checkout. Both must match the order. A wrong number and a wrong email get the same message, so the form never confirms that an order number exists.
• Once the order is found, the shopper sees its items and how many of each can still be returned. They choose items and quantities, pick a reason for each (Too small, Too large, Not as described, Arrived damaged or faulty, Wrong item sent, Changed my mind, or Something else), can add a note of up to 500 characters, and send the request.
• To check on a request, the shopper looks up the order again. Each request shows its status and any note you wrote. The statuses are:
  • Waiting for the store to review
  • Approved, refund to follow
  • Approved, refund in progress
  • Refunded
  • Declined
• Apart from the order number, the date it was placed and its items, the form shows nothing from the order: no address, email address, phone number or payment details.
• Nothing on the form names or links to Adderley Data, on any plan.

Plans and the monthly allowance

• Every feature is on every plan. Plans differ only in how many return requests a month your store can take.
• The allowance counts every request shoppers send in a calendar month (UTC), whatever you decide about it.
• When the month’s allowance is used up, the form tells shoppers to contact your store directly, and the Returns page shows you a link to upgrade.
• Wix bills and collects plan fees, not Adderley Data. To change or cancel a plan, or to ask for a refund of the app subscription, go through Wix. Wix’s terms apply.

The lookup limit

Returns Clerk limits failed lookups, so nobody can work through order numbers or email addresses by trial and error. After 5 failed lookups in 15 minutes for the same order number, the same email address or the same visitor, the form refuses lookups for that number, address or visitor until the 15 minutes have passed. It tells the shopper how many minutes to wait.

Don’t edit the Return requests collection

Wix keeps Returns Clerk’s data in two collections in your site’s CMS: Return requests and Order lookup attempts. Both are admin-only: shoppers never read them, and only your site’s administrators can see their items. Returns Clerk writes to them, so you don’t need to.

• Don’t change request items by hand. Returns Clerk checks every request against its own history. If a request’s status or refund details are edited in the CMS, the app pauses refunds and new requests on that order until the change is put back. The Returns page shows which request can’t be read and, for a changed status, the status to set it back to.
• If you need to delete a request, for example because a shopper asked you to, delete its whole item, and only once the request is declined or refunded.

Contact

Email apps@adderleydata.com for help with Returns Clerk, a privacy request or anything else. We aim to answer within one business day, Melbourne time. Support is by email only.

Tell us your site’s address and, for a question about one request, its order number. Please don’t send us your shoppers’ personal details.

Shoppers: for a question about a return, contact the store you bought from. The store handles its own returns, and we help the store when it asks.