Configuration Guide
Prerequisites
Before launching the Returns Portal, ensure you have:
Carrier Integrations Configure at least one shipping carrier for return label generation.
See: Returns Carrier Integrations guide for setup instructions
Return Policy Configuration Set up your return policy (return period, fees, eligible carriers).
See: Price Setup Configuration guide
Return Warehouse Address Configure where return shipments should be delivered.
See: Returns Address Configuration guide
E-Commerce Platform Connection Active integration between your store and Ingrid Returns.
Handled by: Ingrid implementation team during onboarding
Access Methods
Option 1: Embedded on Your Website (Recommended)
Portal appears as part of your website
Seamless customer experience
Uses your domain and navigation
Customers stay within your brand environment
Setup: Add iframe code to your customer account pages
Option 2: Standalone Branded Page
Portal hosted at dedicated URL (e.g., returns.yourstore.com)
Link from emails, website, and customer service
Fully branded to match your identity
Custom domain available
Setup: Use provided portal URL and customise design
Design Customisation
Brand Your Portal:
Visual Design:
Upload your logo
Set brand colours (primary, secondary, accent)
Choose fonts that match your website
Control button styles (rounded, square)
Set spacing and layout preferences
Content Customisation:
Customise all text and messaging
Translate to multiple languages
Write custom instructions
Add links to help resources
Include promotional messaging
Preview: Test all changes in real-time preview before publishing
Return Policy Configuration
Define Your Return Rules:
Policy Element | What You Control |
Return Period | Days customers have to return (14-90 days typical) |
Return Fees | Free returns or charge customers (amount per return) |
Eligible Items | All items or exclude certain products |
Return Methods | Digital label, store returns, customer ships |
Exchanges | Enable/disable exchange functionality |
Carriers | Which shipping providers customers can use |
Return Reasons | Dropdown options and required fields |
Setup Process
Step 1: Access Configuration Log in to your Returns Back-office and navigate to Settings → Portal Configuration
Step 2: Design Your Portal
Upload your logo
Set brand colours
Choose fonts
Customise button styles
Preview changes
Publish when satisfied
Step 3: Configure Return Reasons
Navigate to Settings → Return Reasons
Add main reasons (Changed mind, Wrong size, Quality issue)
Add sub-reasons for detailed categorisation
Set which reasons require comments
Configure photo upload requirements
Step 4: Set Up Email Templates
Navigate to Settings → Email Templates
Customise return confirmation email
Add your logo and brand colours
Edit email copy and tone
Configure other notification emails
Step 5: Embed on Website (if using iframe)
Copy provided iframe code
Add to your “My Orders” or “Returns” page
Test with sample order
Verify display and functionality
Step 6: Test End-to-End
Create test order
Access portal and initiate return
Verify email confirmation
Check label generation
Test status page tracking
Confirm back-office receives return
Step 7: Launch
Announce portal in customer communications
Add links to order emails
Update help center documentation
Train CS team on new process
Monitor usage and feedback
Implementation Examples
Example 1: UK Fashion Retailer
Configuration:
Portal Access:
Embedded iframe on “Order History” page
Pre-authentication from logged-in session
Custom domain: returns.ukfashion.com
Design:
Black and white minimalist design
Brand logo prominently displayed
Custom sans-serif font
Square buttons (modern aesthetic)
Return Policy:
28-day return period
Free returns (all carriers)
Carriers: Royal Mail, Evri, InPost
Exchanges enabled
8 return reason options
Results:
82% self-service adoption
90-second average completion time
4.6/5 customer satisfaction
65% reduction in support tickets
Example 2: Nordic Electronics Chain
Configuration:
Portal Access:
Standalone page: http://returns.nordicelectronics.se
Links in emails and website footer
Design:
Blue and white brand colours
Large product photography
Clean, spacious layout
Multi-Market Setup:
Swedish (30 days), Norwegian (14 days), Danish (14 days), Finnish (14 days)
Localised in 4 languages
Country-specific carriers per market
Automatic compliance with local laws
Special Features:
Photo upload mandatory for defective claims
Approval workflow for returns >€500
Exchanges disabled (electronics specific)
Results:
Automatic regulatory compliance
40% fraud reduction
Better QC data from structured reasons
Scalable to new markets
Example 3: Luxury Fashion Brand
Configuration:
Portal Access:
Custom domain: returns.luxurybrand.com
Premium branded experience throughout
Design:
Elegant design with gold accents
Serif font for premium feel
High-quality product images
Subtle animations
Return Policy:
60-day return period (premium benefit)
Free returns (premium carriers only: UPS, DHL Express)
White-glove service messaging
Concierge-style communication
Results:
Brand perception maintained
4.9/5 customer satisfaction
18% increase in repeat purchases
Premium positioning reinforced