Policy Control

Overview

Returns are not one-size-fits-all. Policy Control gives companies the ability to tailor every part of their returns workflow to match their operational goals, client agreements, and customer expectations. From setting return windows and fees to customizing reasons and carrier options, it puts full control in the hands of management — ensuring that returns are handled consistently, fairly, and profitably across warehouses.

How It Works

Policy Control is managed under Return Settings, where administrators can configure returns at the warehouse level. Here, companies decide whether clients are allowed to create their own return orders or if requests must be handled internally. They can also define if labels should be auto-approved when a client initiates a return, set the number of days returns remain eligible, and establish refund processing fees. Fees can be customized on a per-country basis and linked directly to the client’s return policy so that terms are automatically communicated in return emails.

The dashboard also includes reason code management. Administrators can activate or deactivate reasons, allow shoppers to include descriptions or photos, and even create new custom reasons through the “Create Custom Return Reason” function. Finally, companies can select which carriers they want to support for return shipments, ensuring the process aligns with existing logistics partnerships.

Why It Matters

• Protects margins by controlling return windows, applying processing fees, and tailoring policies to each market.

• Builds trust with shoppers by linking policies directly to return emails, ensuring expectations are clear before items are sent back.

• Gives companies flexibility to adapt — whether returns are client-initiated, warehouse-controlled, or customized by geography.

• Improves operational consistency with standardized carriers and clearly defined reason codes.

• Turns a traditionally painful process into a structured, transparent experience that strengthens long-term loyalty.

Best Practice

Returns policies work best when they strike the right balance between protecting margins and delivering a positive customer experience. Companies should use Policy Control to set return windows that align with product value and lifecycle, apply processing fees that cover handling costs without discouraging future purchases, and tailor terms by country to account for local market expectations. Clear communication is essential — linking the policy directly to shopper emails reduces disputes and builds trust. Finally, regularly reviewing return reasons and carrier performance ensures that policies stay aligned with both operational goals and customer satisfaction.