Shopify merchants: uninstall the app, or change plan in Settings → Billing. Everyone else: email support@returner.me. Cancelling stops future charges; see Terms for how the current period is treated. You can export your data before you go, under Settings → Data, or ask us.

Support

We answer every message from a real person.

Get in touch

Email [email protected] or use the contact form to attach screenshots, which usually gets you a faster answer. Include your store domain and, if it's about one return, the RET- number.

General support: [email protected]
Privacy / data requests: [email protected] (see Privacy)
Security reports: [email protected] (see disclosure policy)

Response times

We aim to reply within one business day, and same-day for anything blocking refunds, labels, or the customer portal. We're based in Sweden (CET/CEST), so messages sent late in the European day are usually answered the following morning. Enterprise plans can agree a written SLA; see Terms.

Is something down?

Check app.returner.me/health first. It reports live database and job-queue status. If that looks healthy but something still isn't working for you, email us with the store domain and roughly when it started.

Common questions

A customer can't find their order in the portal

The portal matches on order number plus email or postcode. Most misses are an order placed with a different email than the one being typed, or an order outside your return window. Open the return in the dashboard and check the order's email against what the customer entered.

A refund hasn't reached the customer

Returner issues the refund through Shopify, and the money then moves on your payment provider's schedule, typically 5 to 10 business days to land on a card. The return's timeline shows the exact moment we dispatched it, which is what to quote to the customer.

A shipping label failed to generate

Usually carrier credentials, or an address the carrier rejects. Settings → Carriers shows the connection state for each carrier. The return's timeline records the carrier's own error message, which is the fastest thing to send us.

How do I cancel?

Shopify merchants: uninstall the app, or change plan in Settings → Billing. Everyone else: email [email protected]. Cancelling stops future charges; see Terms for how the current period is treated. You can export your data before you go, under Settings → Data, or ask us.

Where is my data held, and who can see it?

EU (Amsterdam, Netherlands), encrypted in transit and at rest. Our sub-processors are listed at /subprocessors, the processing record is in the DPA, and Privacy covers shopper rights.

Building on Returner

API reference, webhook events and signature verification live at /developers. API keys are minted in Settings → API keys.