Customers self-serve. Your team handles exceptions.
A portal that does the triage for you — structured evidence, verified identity, validated addresses — so your team only sees the returns that actually need a human decision.
Custom branding without the dev ticket
Logo, colours, fonts, button shapes, and every piece of customer-facing copy are configurable from the admin. Merchants can also map a custom subdomain (returns.yourbrand.com) to their portal with DNS verification.
- Upload logo and set primary / accent colours from Settings → Branding
- Custom subdomain with automatic HTTPS and SSL
- Editable email templates for every transactional message
- Configurable reason labels and return-method names per shop
Identity check before any action
Every return starts with email verification — a 6-digit code sent to the order email address. Customers can also authenticate via magic link sent with the approval email, good for 14 days.
- Email verification with rate-limited one-time codes
- Magic-link tokens for re-entry without re-verifying
- Order-ID + email lookup with soft-match tolerance on order number format
- Session-scoped to the verified order — one email cannot submit returns for another
Structured evidence from the start
Customers upload photos or short videos directly from mobile. HEIC files from iPhones are auto-converted server-side. Every asset attached is timestamped, virus-scanned, and tied to the RMA in an audit-preserved S3 bucket.
- Photo + video capture (JPEG, PNG, HEIC, MP4, up to 50MB)
- HEIC-to-JPEG conversion and compression server-side
- Signed S3 URLs with time-limited access
- Free-text field prompts customised per return reason
Address validation, tracking, messaging
Australia Post API validates the customer's return address before a label is issued, cutting carrier rejection rate. Once the RMA is submitted, customers see real-time status updates and can message your team inside the portal.
- AusPost address suggestion + postcode validation
- Real-time status timeline — submitted, approved, label issued, in transit, received, resolved
- In-portal messaging — replies sync to the admin timeline
- Tracking number shown inline once a label is generated
Questions about customer portal.
Do customers have to create an account?
No. Customers verify with a one-time code sent to the email on their order — no account, no password. Magic links let them re-enter for 14 days without re-verifying.
Can I brand the portal for multiple stores?
Yes. Every store you install ReturnMate on has its own branding configuration, custom domain (optional), and its own reason / status / email templates.
What happens if a customer uploads an invalid file?
The portal validates file type, size, and scans for malware before upload completes. Invalid files are rejected with a clear error. Customers can retry without losing the rest of their submission.
Related capabilities.
Every RMA tracked. Every decision logged.
12 workflow types covering standard returns, warranty claims, counter swaps, third-party repairs, and more — all with configurable statuses and a complete audit trail.
Read more Warranty & repairsDiagnose, quote, and complete repairs — without admin overhead.
Fault codes tied to suppliers. Serial numbers verified against customer claims. Repair quotes paid via Shopify checkout. Labour and parts tracked per RMA.
Read moreGet operational control — before it costs you more.
14-day free trial. No credit card required. Billed through Shopify.