The Returns Portal is a self-service web application that allows your customers to independently initiate, manage, and track returns without contacting your support team.
How it works:
Customer accesses portal from your website or via email link
Logs in with email and order number
Selects items to return from their order
Chooses return reason and shipping method
Receives instant confirmation with return label
Tracks return progress via personalised status page
Integration points:
Embedded on your website (iframe) or standalone branded page
Connected to your e-commerce platform (order data)
Integrated with shipping carriers (automatic label generation)
Linked to payment systems (automatic refunds)
Configuration Options
The Returns Portal offers extensive customisation options to match your brand and business requirements.
Portal Access Configuration
Option | Description | Configuration Location |
Iframe Embedding | Embed portal as iframe on your website | Settings → App Design → Iframe settings |
Standalone Hosted Page | Use Ingrid-hosted portal URL | Settings → App Design→ URL settings |
Pre-Authentication | Pass email/order as query parameters to skip login | Implementation (URL parameters) |
Custom Domain | Use your own domain (e.g., returns.yourstore.com) | Contact Ingrid support for DNS setup |
Design & Branding Configuration
The Returns Portal App Design settings are organised into multiple categories, each controlling different visual aspects of the customer-facing interface.
Preview: Iframe preview available in Settings → App Design to test changes before publishing
General Shop Info
Setting | Description | Format/Options |
Shop Name | Your store name displayed in portal | Text field |
Shop url | Your website URL for branding links | URL |
Support email | Contact email displayed to customers | Email address |
Html Page Title | Browser tab title for portal page | Text field |
Html Favicon | Browser tab icon (favicon) | Image URL |
Shop Logo
Setting | Description | Format/Options |
Shop logo url | URL to your brand logo image | Image URL (PNG, SVG) |
Shop logo height | Logo height for desktop view | Pixels (e.g., 70) |
Shop logo height mobile | Logo height for mobile view | Pixels |
Mobile login logo url | Alternative logo for mobile login screen | Image URL (optional) |
Background
Setting | Description | Format/Options |
Background img | Main background image URL | Image URL |
Background img mobile | Background image for mobile devices | Image URL |
Background login page img | Specific background for login screen | Image URL |
Background success page img | Background for return success/confirmation page | Image URL |
Window
Controls the appearance of the content window/card that contains the portal interface.
Setting | Description | Options |
Window background color | Background colour of content window | Hex code (e.g., #ffffff) |
Window opacity in % | Transparency of content window | 0-100% (100 = fully opaque) |
Window blur in px | Background blur effect strength | Pixels (e.g., 3) |
Window padding Mobile | Internal spacing on mobile | Default or custom px value |
Window padding PC | Internal spacing on desktop | Default or custom px value |
Window border effect | Shadow/border style | Options: Light shadow, No shadow, etc. |
Window edges | Corner roundness of content window | Options: Largely rounded, Slightly rounded, Sharp |
Languages
Setting | Description | Options |
Enabled languages | Languages available in portal | Multi-select language picker |
Default Language | Fallback language if browser language not detected | Single language selection |
Note: Text for each language configured via Text Overrides (see Text & Localisation Configuration section)
Fonts & Text
Setting | Description | Options |
Font | Typography for all portal text | Font family name (e.g., Inter, Helvetica) |
Text color | Primary text colour | Hex code (e.g., #212529) |
Secondary text color | Secondary/muted text colour | Hex code (e.g., #787878) |
Button Design
Setting | Description | Options |
Button variant | Button style type | Solid, Outline, etc. |
Button edges | Corner roundness of buttons | Rounded, Slightly rounded, Sharp |
Button effects | Interactive effects on hover/click | Hover & click effects, None |
Button font | Typography for button text | Same as general font, or custom |
Button text | Text case style | Default case, UPPERCASE, lowercase |
Button text thickness | Font weight for button text | Thin, Regular, Medium, Bold |
Input Design
Setting | Description | Options |
Input variant | Style of input fields | Default, Outlined, Filled |
Input edges | Corner roundness of input fields | Rounded, Slightly rounded, Sharp |
Checkbox edges | Corner roundness of checkboxes | Slightly rounded, Rounded, Sharp |
General Design
Setting | Description | Options |
Color | Primary brand colour for buttons, links, highlights | Hex code (e.g., #000000) |
Card edges | Corner roundness of cards/panels | Largely rounded, Slightly rounded, Sharp |
Login
Configuration for the portal login/authentication screen.
Setting | Description | Options |
Order ID Label | Label text for order number field | Text (default: ORDER_NUMBER) |
Order ID Prefix | Prefix automatically added to order numbers | Text or None |
Terms & Conditions Url | Link to your terms and conditions | URL |
Privacy Policy Url | Link to your privacy policy | URL |
Return Policy Url | Link to your return policy | URL |
Cookies Policy | Enable/disable cookie consent banner | Enabled / Disabled |
Other
Additional customisation options for specific portal features.
Setting | Description | Options |
Exchange product image aspect ratio, x:y | Image proportions for exchange product display | Ratio (e.g., 1:1, 4:3, 16:9) |
Product image fitting | How product images fill their containers | Cover, Contain, Fill |
Exchange property picker | Style of variant selector for exchanges | Dynamic default, Static, etc. |
Success confetti | Celebration animation on successful return | Enabled / Disabled dropdown |
Text & Localisation Configuration
Setting | Description | Configuration |
Text Overrides | Customise any portal text (buttons, messages, labels) | Settings → Text Overrides |
Multi-Language Support | Display portal in customer’s language | Text Overrides per locale (en, sv, de, etc.) |
Return Reasons | Define return reason dropdown options | Settings → Return Reasons |
Nested Sub-reasons | Add detailed sub-reasons under main reasons | Settings → Return Reasons → Add sub-reason |
Note: Product names are pulled from e-commerce platform and not localised in portal (displayed as stored in platform)
Policy URLs (Terms & Conditions, Privacy Policy, Return Policy, Cookies Policy) are configured in Settings → App Design → Login section, not in Text Overrides.
Use Cases & Configuration Scenarios
Use Case 1: High-Volume Apparel Retailer
Business Challenge:
Processing 10,000 returns/month manually via email. CS team spending 15 minutes per return creating labels and updating customers.
Solution:
Implement Returns Portal with:
Iframe embedded on “My Orders” page
Pre-authentication (customers logged in to account)
Multiple carrier options (Royal Mail, Evri, InPost) • Branded design matching website
Results:
85% of returns now self-service (8,500/month automated)
€42,000/month saved in CS costs
Processing time reduced from 15 minutes to 90 seconds
Customer satisfaction increased from 3.8 to 4.6/5
Use Case 2: Premium Electronics Brand
Business Challenge:
Need to reduce return fraud and collect quality data on defective products. Manual email process doesn’t capture structured information.
Solution:
Configure Returns Portal with:
Photo upload requirement for defective claims
Nested return reasons (Defective → Specify type)
Approval workflow for high-value returns • Quality control integration
Results:
30% reduction in fraudulent returns
40% improvement in QC efficiency (structured data)
Better product insights from return reason analytics
Zero high-value losses (approval gate prevents fraud)
Use Case 3: Multi-Market European Retailer
Business Challenge:
Operating in 8 countries with different return policies, languages, and carriers. Manual process can’t enforce local regulations.
Solution:
Deploy Returns Portal with:
Market-specific return periods (14-30 days per country)
Localised in 8 languages
Country-specific carriers (Royal Mail UK, DHL Germany, PostNord Sweden)
Automated compliance with local consumer laws
Results:
Automatic compliance with EU consumer regulations
Zero compliance issues with local authorities
Improved customer experience with local carriers and languages
Scalable to new markets without custom development
Use Case 4: Omni-channel Fashion Brand
Business Challenge:
Want to offer in-store returns alongside digital options but lack POS system integration capabilities.
Solution:
Configure Returns Portal with:
“Return in store” option for customers
Digital registration captures return intent
Store staff process via simple Quality Check screen
Refund triggered after store confirmation
Results:
Omni-channel flexibility without expensive POS integration
Return data captured for previously untracked store returns
Customer choice drives satisfaction
Simple staff training (5 minutes to learn system)
Use Case 5: Subscription Box Service
Business Challenge:
Receiving 200+ daily support emails asking “how do I return?”
Solution:
Implement Returns Portal with:
Prominent “Start Return” button in every order email
Dedicated returns page linked from website
Detailed FAQ and instructions embedded in portal
Premium branded experience
Results:
78% reduction in support tickets (200 to 44/day)
Support team refocused on complex issues and VIP customers
Customer sentiment improved (no waiting for responses)
Brand perception maintained through premium experience
The Setup Guide can be found here.