We answer every message from a real person.
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.
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.
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.
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.
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.
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.
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.
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.
API reference, webhook events and signature verification live at /developers. API keys are minted in Settings → API keys.