Before you start
At a glance
- What you get
- Have everything you need at hand so installation goes smoothly.
- Time
- 5 minutes
- Plan
- All plans
What you need
- An active Shopify store and access to the admin as the owner or as a staff member allowed to install apps.
- A theme that accepts app blocks. You need this to put the form on a page or to add a pop-up button. Recent Shopify themes such as Dawn do. The floating button is switched on from “App embeds”, a panel in the same editor.
- An email address for new-request alerts.
- Your business’s legal details: company or store name and registered office address. The VAT number is optional.
- The address customers send goods back to: street and number, postal code, city and country.
Tip: put these details in a text file before you start. The setup wizard won’t let you continue until they are filled in.
The permissions the app asks for
During installation Shopify shows you the list of permissions. The app uses them like this:
| Permission | What it is for |
|---|---|
| Read orders (including older ones) | Check that the order number and email the customer enters really exist, and read the items to show in the form. |
| Edit orders | Add the withdrawal tag to the order (Grow and Unlimited plans) and issue refunds from the app. |
| Read customers | Compare the customer’s email with the one on the order. |
| Read products | Recognize products excluded from withdrawal by tag, collection or category. |
| Read themes | Check whether the form is active in the published theme. |
There is also an optional permission: access to your locations. The app asks for it only if you turn on restocking of returned goods (Grow and Unlimited plans). It is explained in Refund the customer.
How withdrawal works in the app
- The customer fills in the form on your store. No account is needed.
- The withdrawal period starts from delivery of the last parcel of the order. On the Free plan it is always 14 days. On the Grow and Unlimited plans you can extend it to 30 days or a number of your choice, never below 14.
- If an order is not yet recorded as delivered, the form still accepts the request.
- Only one request can be sent per order.
- The only outcome offered to the customer is a refund to the original payment method.
What the app does not do
- It does not offer discount vouchers or exchanges. The customer can only ask for a refund.
- It does not create shipping labels or arrange parcel pickup.
- It does not accept business (B2B) orders. The EU 14-day withdrawal right applies only to private consumers: an order placed by a company is turned away by the form.
- It does not use Shopify’s native return rules. The rules you set in Shopify under Settings › Customer accounts change nothing in the app. Deadlines, exclusions and everything else are configured only in IFG Returns.
- It does not decide for you. Every request stays “In progress” until you approve or reject it. The exception is automatic approval of unshipped orders, which you can turn on yourself on the Grow and Unlimited plans.