ZigZag Returns & Exchanges Returns Portal 2.0

The new returns portal maintains the familiar return flow while introducing significant improvements in usability, design, validation, and flexibility. It is designed to provide a smoother, more transparent experience for customers while giving businesses more control through configurable settings in the ZigZag Returns & Exchanges app. 

This article provides a detailed, step-by-step overview of all portal pages and the complete customer journey. 

Out of Scope 

This article does not cover the following features, which are documented separately: 

• Shop Now functionality and redirection to the online store  

• Bonus configuration for Store Credit and Gift Card refund options  

• Exchange for a different product logic and configuration  

• Payment processing and payment page (covered in the Stripe integration documentation)  

 

1. Landing Page

The Landing Page is the entry point to the returns portal.

[Landing Page – input fields and Next button] 

Required Information 

To initiate a return, customers must provide: 

• Order number  

• Email address associated with the order  

If the order does not include an email address, customers can alternatively provide a phone number. 

Validation Logic 

• The Next button remains disabled until all required fields are completed  

• Once clicked, the system validates the provided details against order records  

• If validation fails:  

• A clear error message is displayed  

• Customers must correct the input before proceeding  

Additional Elements 

A Returns Policy link is available on this page. The policy content is fully configurable within the app. This ensures customers can review return conditions before starting the process. 

[Returns Policy page] 

1. Select Products Page

After successful validation, customers are redirected to the Select Products page. 

Product Eligibility 

The system evaluates each product in the order and categorizes them as:

[Select Products page – eligible vs non-eligible items] 

 

Eligible for return 

Products that meet all return conditions. 

Not eligible for return 

Products that fall into one or more of the following categories: 

• A return request has already been submitted  

• The product has already been returned  

• The product has not yet been fulfilled  

• The product is marked as non-returnable in the app  

• The return window has expired  

Non-eligible products are still displayed for transparency but cannot be selected. 

Track Existing Returns 

If a product has already been returned, a Track Return button is displayed. 

• Clicking this button opens the Track Return Page  

• Customers can view status, tracking details, and related information  

Product Information Display 

Each product includes: 

• Product name and image  

• Variant details (e.g., size, color)  

• Original quantity  

• Price  

• Weight  

Return Window Visibility 

• If all items share the same fulfillment date → a single return window is shown  

If fulfillment dates differ → each product shows its individual return window  

[Return window display per product] 

This ensures full transparency regarding eligibility. 

Quantity Selection 

If multiple quantities were purchased: 

• Customers can select how many units to return  

• By default, the maximum available quantity is selected  

“Treat as the Same” Option 

When returning multiple quantities of the same product, customers can enable “Treat as the same” checkbox. This means:  

• All selected units will share the same return reason and return option in the next step  

• • If disabled, each unit can be processed individually  
    
    

[“Treat as the same” checkbox] 

This provides flexibility for mixed-conditioned returns. 

Weight Calculation & Validation 

The portal integrates with carrier services that can be configured in Carriers & Labels on the app, each with maximum parcel weight limits. The system calculates the total weight of selected products in real time. This is compared against carrier service limitations. The system identifies the highest available limit among configured services. 

If weight exceeds limits: 

• A warning message is displayed  

• Some or all carrier services may become unavailable in later steps

[Overweight warning message] 

Important: This does not prevent the customer from continuing the return process. 

1. Return Options Page

This page collects key return details for each selected product. 

Required Inputs 

For each product, the customer must: 

1. Select a return option  

1. Select a return reason  
   

 

[Return options page] 

Return Options 

Available options depend on app configuration: 

Refund 

Displayed if at least one refund method is enabled: 

• Refund to original payment method  

• Refund to Gift Card  

• Refund to Store Credit  

At this stage, customers select only Refund. The specific refund method is chosen later. 

Exchange 

Displayed if exchange options are enabled: 

• Exchange for the same variant  

• Exchange for a different product  

Only one option (Refund or Exchange) can be selected per item. However, the combination of return options can be applied for different products within the same return.  

Return Reasons 

Customers must select a return reason from a dropdown list. 

• The return reasons to be shown on the portal are fully configurable in the app  

• This helps businesses collect structured return data  

Exchange Product Selection 

If Exchange is selected, customer has to fill exchange product from the respective dropdown. The available selection depends on configuration in the app: 

Scenario 1 — Exchange for the Same variant only is enabled in the app 

• Dropdown shows only available variants of the original product  

Scenario 2 — Exchange for the Same variant + different product are enabled in the app 

• Dropdown shows variants  

• Search field allows finding other products  

Scenario 3 — Browse store option is enabled in the app 

• Customers can navigate to the store and select a product  

• After selection:  

• Customer returns to the portal  

Selected product is automatically applied  

[Exchange dropdown – same variant + search + Browse store] 

Note: The exchange quantity always matches the return quantity. 

Notes and Image Upload 

Customers may also add notes/comments and/ or upload images 

These fields: 

• Can be optional or required  

• Are controlled via app settings  

Validation 

When clicking Continue: 

• Missing required fields are highlighted  

• Invalid inputs must be corrected  

• Only fully valid submissions can proceed  

1. Refund Options Page

This page is shown only when a refund balance exists.

[Refund option page] 

When It Appears 

• Refund selected  

• Exchange value is lower than returned items  

• Mixed return resulting in remaining refund  

Available Options 

Customers can select from return refund options enabled in the app: 

• Original payment method  

• Gift Card  

• Store Credit - only available for Shopify plus users 

 

Thus, if something is disabled in the app’s settings, it won't be visible for the customer on that page. If only one option is available, this step is skipped automatically. 

1. Return Method Page

After completing return options (and selecting a refund method, if applicable), the customer is taken to the Return Method page. 

This step defines how the items will be returned and which carrier service will be used. 

Step 1: Select Return Method Type 

The portal supports two main return methods:  

• Drop-off – the customer ships the parcel using a carrier  

• Collection – the parcel is collected from the customer’s address by a carrier  

The system determines which options to display based on the Return journeys configuration in the app: 

• If at least one Drop-off service is configured → Drop-off option is shown  

• If at least one Collection service is configured → Collection option is shown  

Each method displays: 

• A short description  

• The starting price (minimum cost among available services of that type)  
  
  

[Return Method page – initial view] 

Step 2: (Collection only) Provide Collection Details 

If the customer selects Collection, an additional form is displayed.

[Collection address form] 

This form is: 

• Pre-filled using data from the original order  

• Fully editable by the customer  

Typical fields include: 

• Full name  

• Phone number  

• Address (street, city, postcode, country)  

After confirming the details and clicking Continue, the system proceeds to service selection. 

Step 3: Select Carrier Service 

Once the return method type is chosen (and collection details confirmed, if applicable), the customer is presented with a list of available carrier services. 

[Carrier services list] 

Each service includes: 

• Service name  

• Price  

• Label type (e.g., printable label or QR code)  

• For Drop-off:  

• A link to available drop-off locations  

Service Availability Logic 

The list of services depends on: 

• App configuration  

• Selected return method (Drop-off or Collection)  

• Parcel constraints (e.g., weight)  

If the selected items exceed carrier limitations (e.g., weight), some services may not appear. 

Step 4: Review and Edit Return Details 

After selecting a service, additional sections become visible. 

[Service details with editable sections] 

These include: 

Parcel Information 

• Displays parcel-related constraints such as:  

• Maximum supported weight  

• Helps customers ensure their package meets carrier requirements  

Contact Details 

• Pre-filled using original order data  

• Customer can edit if needed  

• Includes Phone number only 

Label / QR Code Delivery 

• Defines where the return label or QR code will be sent  

• Pre-filled with the order email  

• Can be changed by the customer  

Collection Address (Collection only) 

• Displays the address provided earlier  

• Fully editable before proceeding  

Step 5: Validation 

Before proceeding, the system performs several validations: 

• Required fields check  

• Email format validation  

• Phone number format validation  

If any issues are detected: 

• Fields are highlighted  

• Clear error messages are shown  

• The customer cannot proceed until resolved  

Step 6: Continue 

Once all required information is valid, the customer clicks Continue to proceed to the Return Summary Page. 

1. Return Summary Page  

The Return Summary Page provides a complete overview of the return before submission. It is the final step where the customer reviews all details.

[Return Summary page – full layout] 

Page Structure 

The page is divided into clearly structured sections (cards), which can typically be expanded or collapsed. 

Section 1: “You are returning” 

This section shows: 

• All selected return items  

• Product details (name, variant, quantity, price)  

• A badge indicating the selected return option:  

• Refund  

• Exchange  

Section 2: “You are getting” 

This section appears only if exchange or Shop now items are selected. 

It shows: 

• Products the customer will receive  

• Quantity and pricing details  

Section 3: “Selected return method” 

This section summarizes: 

• Chosen carrier service  

• Return method (Drop-off / Collection)  

• Service price  

• Label type  

Payment Summary 

A dedicated Payment Summary card provides a financial breakdown of the return. 

How values are displayed: 

• Negative values (−) represent amounts refunded to the customer:  

• Returned items  

• Refund of outbound Shipping fees (if applicable)  

•  Positive values (+) represent payments from the costumer:  

• Exchange items  

• Return fees  

Calculation Logic 

The total is calculated as: 

Total = Exchange items + Return fee - Returned items - Shipping fee  

Final Outcome 

The system clearly communicates the result: 

• If the total is negative → the customer will receive a refund  

• If the total is positive → the customer will need to pay the difference  

The final amount reflects: 

• Selected refund method  

• Any configured bonuses (Store Credit / Gift Card), if applicable  

Submitting the Return 

After reviewing all details: 

• The customer clicks Submit return 

• The return request is created in the system  

• All selections and data are saved  

1. Return Confirmation Page

After successful submission, the Return Confirmation Page is displayed. 

[Return Confirmation page] 

What the Customer Sees 

• A confirmation message indicating the return was successfully created  

• A clear indication that no further action is required at this stage  

Available Action 

• Start a new return button  

• Redirects the customer back to the Landing Page  

1. Track Return Page

The Track Return Page allows customers to monitor previously submitted returns. 

It can be accessed from the Select Products page (via the “Track Return” button).  

[Track Return page – overview] 

Information Available 

For each return, the customer can see: 

• Return status (e.g., pending, approved, completed)  

• Tracking information (if available)  

• Returned items  

• Exchange items (if applicable)  

• Selected return method and carrier details  

Label Access 

Customers can: 

• Download the return label directly from this page  

• Avoid searching for the email with the label  

Multiple Returns Handling 

If multiple return requests exist for the same order: 

• They are grouped together  

Each return can be expanded individually  



[Multiple returns grouped view] 

Additional Action 

• Customers can initiate a new return from this page