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Enable Return Reviews

Plans: All Plans Platforms: All platforms



Overview


Understanding how shoppers feel about their return experience is key to improving customer satisfaction and long-term loyalty.


With Return reviews, merchants can collect feedback from shoppers once a return is resolved and analyze those insights to enhance the return experience.


How return review works


Return review allows shoppers to rate their return experience after the return request is resolved. Merchants can then view and analyze this feedback in the Analytics section.


The feature includes:


  • A simple setup for merchants to enable it on the returns details page
  • A clear review experience for shoppers on the returns details page
  • Centralized access to all return reviews in the Analytics section


Enable return reviews


Follow these steps to enable return reviews for your store:


  1. Go to Customizations > Returns page in your AfterShip Returns admin.
  2. Click Edit to access the returns page editor. 
  3. Switch to the Request return, then Check request details page from the dropdown.
  4. Find Return review section and toggle it on.


Once enabled, shoppers will be able to submit feedback when their return is resolved.



Enable return reviews



Shopper experience


Shoppers can leave a return review in two ways after the return request is marked as Resolved.


  1. Reviews on the Return Details page


  • The review section appears on the Return details page
  • This section is only visible when the RMA status is Resolved
  • Shoppers can rate their return experience directly from this page and leave a review.




  1. Reviews from the resolved emails


  • Shoppers receive a Return Resolved email
  • The email includes:


a. A prompt to rate the return experience

B. A View request button


  • Clicking the button takes the shopper to the return details page, where they can submit their review




This ensures that shoppers have multiple, convenient opportunities to share their feedback.


View return reviews


Merchants can view all collected return reviews in the Analytics section.


  1. Return review report


  • Access a dedicated Return Review report in Analytics
  • View all shopper feedback in one place
  • Analyze trends to identify areas for improvement in the return experience


By collecting and analyzing return reviews, merchants can:


  • Understand shopper sentiment around returns
  • Identify friction points in the return flow
  • Improve policies, communication, and return resolution processes
  • Strengthen customer trust and loyalty



FAQs


1. When does the return review appear for shoppers?


The return review is displayed only after the return request is marked as Resolved. Shoppers will not see the review option while the return is still in progress.


2. Can shoppers edit their return review after submitting it?


No. Once a return review is submitted, it cannot be edited. This helps ensure feedback reflects the shopper’s genuine experience at the time of resolution.


3. Will all shoppers receive the return review email?


There is no specific email for shoppers to leave review regarding their returns experience. Instead, shoppers will receive the Return resolved email from where they can share their experience, provided.


  • The return request is successfully resolved.
  • Return marked as resolved email notification is enabled for the store.




  • If emails are disabled or fail to deliver, shoppers can still leave a review from the Return details page.


4. Is the return review available for all return methods?


Yes. Return reviews are available for all return methods and workflows, as long as the RMA reaches the Resolved status.


5. Why don’t I see any return reviews in Analytics?


Possible reasons are as follows:


  • Return Review is not enabled in the Returns page editor.
  • No return requests have been resolved in your account yet.
  • Shoppers have not submitted any return reviews.
  • Filters (such as date range) exclude resolved return requests.


6. How is the date calculated in return review reports?


Return review analytics are based on the Return request date, not the original order date. This ensures reports accurately reflect return activity within the selected time range.


7. Are return reviews visible to shoppers or public?


No. Return reviews are internal only and visible exclusively to merchants in the Analytics section. They are not displayed publicly or shared with other shoppers.






Updated on: 29/01/2026