What is it?
Text overrides let merchants replace the default text labels, buttons, instructional copy, and messages displayed in the Returns Portal with their own wording — on a per-shop, per-language basis. Every visible label in the portal has a default value from Ingrid Returns; merchants can substitute any of them without affecting unrelated copy or other languages.
This means a merchant operating in Swedish, German, and English can tune the portal copy for each market separately, matching their brand voice and local tone.
Key benefits
Brand voice control — replace generic defaults with copy that matches your own customer communications
Per-language tuning — set overrides independently for each locale (e.g., informal Swedish, formal German)
Policy-specific instructions — surface return policy details (packaging requirements, refund timelines) directly inside the portal flow
Additive, reversible — overrides are optional and per-key; removing one restores the default
No core integration impact — overrides are configured after the core Returns integration is live and don't affect the underlying flow
How it works
When the Returns Portal renders a text element, it checks whether an override exists for that key in the active language. If found, the override replaces the default. If not, the Ingrid Returns default is used.
Overrides are stored per shop and per language code. Each override applies only to the language and shop where it's saved — so a sv override won't appear in en, and a Brand A override doesn't carry over to Brand B even within the same merchant group.
Use cases
Brand voice alignment — a fashion brand replaces the default confirmation heading "Return confirmed" with "We've got it — your return is on its way." Customers see post-purchase copy that sounds like the rest of the brand's communications.
Market-specific localization — a merchant overrides the Swedish reason-selection prompt with informal second-person phrasing instead of the formal default, matching the conversational register of Scandinavian e-commerce.
Policy-specific instruction — a merchant whose return policy requires original packaging overrides the shipment instruction text to state this explicitly. Customers see the requirement before preparing the parcel, reducing warehouse rejections.
Configuration
Location
Returns Back-office → Settings → Admin → select shop → Text Overrides section
Access requirements
Shop admin role or higher.
Setup steps
Navigate to
Returns Back-office → Settings → Admin.Open settings for the shop you want to configure.
Locate the Text Overrides section.
Select the language you want to configure.
Find the text key you want to replace. Keys reflect the location and purpose of each text element (button labels, instruction headings, etc.).
Enter your custom text in the override field.
Save.
Repeat for each additional language as needed.
Important: Each language must be configured independently. An override saved for en doesn't apply to sv or de.
Formatting
Override values support basic inline formatting:
Syntax | Effect |
| Line break |
| Bold text |
| Link |
FAQ
Q: Will an override for one language appear in others?
A: No. Each language code is configured separately. A sv override only appears in the Swedish locale; en is unaffected.
Q: Are overrides shared across shops?
A: No. Overrides are scoped per shop. Even within the same merchant group, each shop is configured independently.
Q: Can I remove an override?
A: Yes. Clear the field and save — the Ingrid Returns default is restored for that key.
Q: Why can't I find the text key I need?
A: Some text in the portal is generated dynamically from order data or carrier names rather than from static text resources. These dynamic values can't be overridden via this feature. Check with the Returns team if you need confirmation on a specific element.
Q: Does this affect email templates?
A: No. Email template copy is managed separately under Returns Back-office → Settings → Email. Text overrides only affect the Returns Portal.
Q: Does this affect visual styling (colors, fonts, logo)?
A: No. Visual appearance is managed under Widget Design settings — separate from text content.