Plans: All Plans | Platforms: All platforms
Overview
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.
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 and Theme settings.
Select which part of the returns page you want to customize from the dropdown above. Return submission is a 6-step process with additional elements that makes it easier for customers to find the order, submit the request, and resolve it the way they deem appropriate.
Switch between different return process pages from the dropdown at the top of the editor to modify content for each separately.
Main flow of returns page | Sub-flows | Definition |
Find order |
| Where customers locate their order they want to return or the items within the order they want to return. |
Request return |
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| Select return item | Where customer choose the item within the order to return. |
| Exchange or return | Where customers decide on the resolution method for the return. |
| Shop now | Where customers select a different item they want in exchange for the one they are returning. |
| Select return method | Where customers pick how they want to ship the item back to the merchant. |
| Review request | Where customers confirm and review their return request. |
| Check request details | Where customers can see the detailed summary of the return request they have submitted. |
View request list |
| Where customers check the return request status. |
Other pages in the returns page flow |
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| Gift returns | Where gift recipients can process returns for gifts they received from the customer who original bought the item. |
| Return policy | Where customers see the return policy of your store. |
6. Preview how your return pages look on desktop and mobile .
7. Customize the theme settings of each step and additional pages based on your goals.
8. 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
For every page in the return process, different sections are supported to incorporate important information and receive customer preferences pivotal to proceed to the next stage of the process.
A. Page content
Card title: Add a title for the order lookup popup.
Order lookup: Select the verification methods to allow customers to search or find their orders by email address, shipping postal code, and phone number and simultaneously change placeholder text of each of the enabled verification methods.
Start regular return button: Edit the call-to-action text prompting users to start the return process once the order details are added.
Start gift return button: Edit the call-to-action text prompting users to start the gift return process.
Return policy summary
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.
Input the button text to prompt customers to review your return policy.
To edit the Button link and modify your existing returns policy content, click the Returns policy link.
6. Terms and conditions checkbox: Allow users to align with your terms and conditions of initiating a return request. If enabled, shoppers have to accept your terms and conditions first before submitting a return request.
Plans: Premium, Enterprise | Platforms: All platforms
Click Enabled radio button to activate terms and conditions checkbox on returns portal.
Add preferred text and policy link to redirect users.
Select the Pre-check the checkbox , if you want your terms and conditions to be checked by default.
Select Enabled to activate the view details pop-up window and input Title and Description of your company's terms and conditions.
7. Card layout: Add product recommendations on your order lookup widget to re-engage customers with your store and drive additional sales. Marketing assets will be shown only in the desktop mode .
Image size should be under 2 MB
Images are supported in JPG , PNG , JPEG , or GIF
Recommended image dimensions are 600 x 600px.
Add a destination URL for each marketing asset to redirect your store visitors to the detailed product page.
A total of 3 marketings assets can be added which will be displayed as a carousel.
8. Error message: Revise the error message displayed when an order lookup is unsuccessful.
B. Style customization
1. Branding
Brand settings allows you to modify the look and feel of your return portal and align it with your brand style.
1. Header: The Header is the section displayed at the top of the returns page. Under Header settings, you can customize the following elements:
Store: Your store name is automatically populated based on the store connected to AfterShip Returns. You can update the store URL if needed.
Logo: Upload your brand logo in JPG, PNG, JPEG, or GIF format (maximum file size: 2 MB). You can adjust the logo's size and position to match your branding.
Menu: Click Add menu item to display a custom navigation menu on your returns page.
Style: Customize the header's background, text, and icon colors. You can also choose to hide the header entirely.
2. Components: Customize the appearance of reusable elements across the returns page, including:
Primary buttons: Modify the style of main call-to-action buttons.
Secondary buttons: Customize the appearance of secondary action buttons.
Text fields: Adjust the styling of input fields used throughout the returns flow.
Cards: Configure the appearance of cards used for selections and information display.
3. Color and Shape: Customize your brand colors and the shape of buttons, cards, and other interface elements across the returns experience.
4. Fonts: Manage the typography used throughout your returns page.
Primary font: Applied to page titles and headers across the returns flow. Select your preferred font from the dropdown menu.
Body font: Applied to body text, buttons, and footer content throughout the returns experience.
5. Favicon: Display your brand logo as the favicon for the returns page. If no favicon is uploaded, the default AfterShip Returns favicon will be used.
Requirements:
Supported formats: ICO, PNG
Recommended dimensions: 32 × 32 px
Maximum file size: 50 KB
6. Background Image: Customize the background displayed across your returns pages.
a. Desktop and Mobile: Upload a background image that will be displayed across all return request steps on desktop and mobile devices.
Requirements:
Suggested dimensions: 900 × 1400 px
Maximum file size: 2 MB
Supported formats: JPG, JPEG, PNG, GIF
b. Mobile-only: Upload a separate background image specifically for customers accessing the returns page on mobile devices.
Requirements:
Suggested dimensions: 780 × 1680 px
Maximum file size: 5 MB
Supported formats: JPG, JPEG, PNG, GIF
7. Overlay: Apply a semi-transparent light or dark overlay on top of the background image to improve text readability and create visual depth.
8. Footer: The Footer appears at the bottom of the returns page. Under Footer settings, you can configure:
Social accounts: Add links to your Facebook, Twitter (X), and Instagram profiles.
Page links: Add links to your Contact Us, Terms, and Privacy pages.
9. SEO: Improve your returns page's visibility in search engines by adding a custom meta title and meta description.
10. Save Changes: After completing your customizations, click Save to apply your changes.
2. Components
The Components panel lets you customize the appearance of common elements used throughout the returns flow without changing the content itself.
Primary buttons: Controls the styling of the main call-to-action buttons, such as "Next" like Background color, Text color, Border radius (shape), Border width and color, Text font and size.
Secondary Buttons: Controls the appearance of secondary actions that are less prominent than primary actions, such as "Refund be $0.00 USD directly" like like Background color, Text color, Border radius (shape), Border width and color, Text font and size.
Text fields: Controls the styling of input fields used throughout the returns portal such as "Order number" or "Emai" like Field background color, Border color, shape radius, and width.
Cards: Controls the design of card-based containers used throughout the returns experience like Border color, width, Shadow and Shadow elevation.
C. 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.
Action | Status | Definition |
Publish | Published | The returns page will be displayed to the customers normally (image 1) |
Save draft | Unpublished | The 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.
D. 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.
E. Skip return pages
For return Select exchange or return and Select return method 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.
For example, if you have only offered customers to ship their items back with a prepaid return label, the option would be auto-selected and the step to select a return method would be skipped.
Go to Select resolution > Resolution options and for Select return method page, go to Return 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.
What other solutions are offered for branded returns page?
FAQs
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
2. Is customization of the returns page available on all plans?
Basic customization options for the returns page such as, editing text, colors, and layout, are available on all AfterShip Returns plans. However, advanced features like adding a Terms and Conditions checkbox or additional customization fields (e.g., localized content or marketing assets) are only available on Premium and Enterprise plans.
To upgrade your plan for full customization access, go to your AfterShip Returns Admin > Billing and choose a higher-tier plan that includes these capabilities.
3. Do I need to pay extra to customize my returns page design or theme?
No, you don’t need to pay extra to customize your theme or page content. These tools are included within your plan limits. However, more advanced design control (e.g., brand-specific font, Terms & Conditions checkbox, or localized versions) are supported in Premium or Enterprise tiers.
4. How can I upload my brand logo or favicon on the returns page?
You can upload your logo and favicon under Theme Settings in your AfterShip Returns admin:
Supported formats: JPG, PNG, JPEG, GIF (under 2MB).
Recommended favicon size: 32x32px, under 50KB. If no favicon is uploaded, the AfterShip Returns logo will appear by default.
5. Can I localize my returns page for multiple languages?
Yes, AfterShip Returns supports localization. Click Localize in the customization editor to edit content for each step in multiple languages. Learn more about configuring returns page languages.
6. How can I hide my returns page from search engines?
To prevent your branded returns page from appearing in search results:
Go to Returns page Settings.
Enable Hide returns page from search engines (Takes 1–2 weeks to apply). Once enabled, search engines will gradually remove the page from indexing.
7. Can I skip certain steps in the return flow for faster submissions?
Yes. For Select resolution or Select return method steps, if only one option exists (e.g., only prepaid labels), you can skip that page.
Navigate to Select resolution > Resolution options or Select return method > Return methods.
Enable the checkbox “Skip this page for customers when only one resolution is available.”
This creates a smoother, faster return experience for customers.
8. How can I set up a custom domain for my branded returns page?
You can map a custom domain to your branded returns page for better branding. Follow this guide on how to set up a custom domain for branded returns page.
For any further questions or help, please contact our chat support team or reach out to us at [email protected].