01
Find the order
The order number and the email address from that order. That is the whole sign-in. There is nothing to sign up for and no password to forget.
00Checked before you pay
UnReturns: Your Returns Management Partner
You have always paid first and found out later.
Not anymore.
Someone returns an item and you pay them back. The box shows up a week later, and that is when you find out they sent back the wrong thing, or nothing at all. UnReturns asks them to open their camera and show the item live, and our AI checks it there and then, before you pay.
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01 Their table, before the box is taped shut
02 Your bench, the day the box turns up01What it does
You only touch a return when you have to.
Your customer opens the returns page on your shop and picks the item they want to send back. UnReturns shows them how to hold the item up to their camera so our AI can check it. All of that shows up in your UnReturns dashboard — the item, the reason, the camera check — and you approve it or turn it down, and the shipping label goes out the moment you do.
02The two captures
One item, checked at both ends of the journey.
Before your customer sends anything, they hold the item up to their camera and our AI checks it. Later, when the box reaches your warehouse, your team unpacks it and photographs whatever was inside. Your UnReturns dashboard puts those two pictures next to each other, so you can compare the item they showed you with the item you received.
At home 50%Half of eachOn the bench 50%
Drag · or use the left and right arrow keys
The code is made the moment your customer picks a reason, so nobody can write it down in advance. A second check makes sure the item itself is in the picture.
One limit, said plainly. This puts two sets of photos side by side. It cannot tell you the item is the exact one you posted, because nothing photographs your stock going out the door. It raises a flag for you to look at.
03Who gets checked
Not everyone gets checked. That is the point.
Someone returning a cheap item, who has bought from you before and never returned anything, gets approved straight away with no camera. If the item is expensive, or that person has cheated you before, UnReturns asks them to open their camera and show the item live to our AI. You pick the price where the camera starts, and you can also turn it on for every return or turn it off completely.
18
Low risk · worked out on our side
One screen. No camera at all.
TrustedUnsureRisky
This customer has bought from you before, kept everything, and the order is small. Asking them for a camera here loses the customer and catches nobody.
What this customer sees
01
Pick what is going back
A reason in one tap
02
Check the address
Already filled in from the order
✓
Done
Label lands in their inbox once you approve
Your customer never sees this number and is never told what moved it. All they get is a shorter or a longer set of steps.
A risk score on its own can never refuse a return, at any setting.
To turn a return down, our AI has to have read the frames and pointed that way itself, with enough confidence behind it. Where it is unconvinced or unsure, the return goes to your queue instead. There is no switch for this anywhere in the product.
04What the customer does
Four steps, and none of them need an account.
Your customer types in their order number and the email address from that order, so there is nothing to sign up for and no password to forget. They pick the item they want to send back and say why. If the item needs checking, they open their camera and show it live to our AI. Then they get their answer on the same screen, usually in under a minute.
02
Pick what is going back
Several items from one order can travel back in one box, each with its own reason.
03
Show the item
If the item needs checking, they open their camera and show it live to our AI. They are given a code first, and they hold it beside the item. If the computer has no camera, a code on screen moves them to their phone without starting again.
04
Get their answer
On the same screen, usually in under a minute. Approved, turned down, or passed to you.
05Packing
They said the box was empty. Now you can find out.
When your customer packs the item to send it back, our AI asks them to take four photos on their phone: the empty box, the item going inside, the tape going on, and a code from your shop written on the lid. If the box turns up with nothing in it, you have proof. If they packed it properly, they have proof too.
P1 · The empty box
The box is photographed empty first
The box is shown open and empty before anything goes into it. That gives you a fixed starting point weeks later.
P2 · The item going in
The item goes in on camera
The same item from the earlier photo goes into the same box, in one unbroken sitting. It cannot be a separate go an hour later.
P3 · The tape going on
The tape has to be in the picture
The tape has to show across the seam. A box that is not properly shut does not get past this step.
P4 · The code on the lid
A code from your shop, written on the box
A second code goes on the box itself. Our side reads it back and checks it letter by letter, rather than taking the phone's word for it.
“They sent back an empty box” and “your warehouse lost my return” are the same argument from two sides, and until now neither side could do more than insist. Shoppers have been solving it on their own for years, filming themselves packing and buying tamper-proof tape, because they get blamed too. These four photos answer it both ways, from one record.
A box that turns up light is now a question you can answer instead of swallow. And the customer who packed it properly is cleared by the same photos. If someone genuinely cannot finish the steps, the return comes to you rather than being turned down.
06Your screen
You will never open a return that did not need you.
When a return is small and the customer is trusted, UnReturns approves it and pays them without asking you anything. Everything else goes to your dashboard with the item and the AI’s camera check sitting right there. Select up to twenty five and approve them in one go, or open one customer and read every return they have ever sent your shop.
A
Decide in batches. Tick up to twenty five returns and decide them all in one go.
B
Each customer has one page. It shows every return they have sent you, every camera attempt, your own private notes, and what other shops on the network have seen.
C
The reports show their working. Every rate shows the number it was worked out from, and is left out entirely when there is too little behind it to mean anything.
07Your rules
Type a rule in plain English and it starts working.
You write something like “if the order is over three hundred dollars, send it to me first” and UnReturns does exactly that. A rule can look at thirteen different details of a return and it can do six different things, so an expensive order can wait for you while a cheap one goes straight through.
Ifthen.
What happens
Nothing is decided for you. The return waits in your queue with its evidence attached, and no money moves until you press a button. Orders over $300 are worth a second look, so this is the first rule most people write.
13
Details a rule can look at
6
Things a rule can do
6
Rules ready to switch on
The preview you see while writing a rule comes from the same code that runs it. Every edit is written down with the name of whoever made it. One limit: asking for the camera only changes anything for returns that start inside Shopify, because the returns page already shows a camera when it needs one.
08The money
Eight ways to close a return and you pick every one of them.
You can send the full amount back, or only part of it if the item comes back damaged. You can give store credit instead of cash, send a replacement in a different size, or let them keep the item and refund them anyway when posting it back costs more than it is worth. You also choose the moment the money goes out, either when the box reaches you or the second you approve it.
01
The full amount back
You press once on the return. Your restocking fee and any postage you covered come off first, and never more than your customer was told.
02
Only part of it
If the item comes back damaged, send back part of the price instead of all of it. A person always presses that button. Our AI is not allowed to.
03
Store credit instead of cash
A real Shopify discount code tied to that customer, with a bonus on top if you want to keep the money with you.
04
A replacement in a different size
Another size or colour of the same product, sent out before the first one is back, with a short hold in case something looks wrong.
05
Anything in the shop
Instead of a refund your customer browses your whole catalogue. If the new item costs more they pay the difference. If it costs less the rest becomes credit.
06
Let them keep it
When posting the item back costs more than it is worth, refund them and skip the box entirely.
07
Pay when the box reaches you
Choose the moment: when the carrier first scans the box, when it is delivered, or not at all. Risky returns are held back from this on their own.
08
Pay the second you approve
For customers with a clean history you can pay the moment you approve, before anything is posted.
The rest of what it does.
All of it on every plan, including the cheapest one.
A
Damage claims, kept separate
Switch it on and a customer can report a broken or wrong item without posting anything back. They photograph the damage; you choose a replacement, part of the money, all of it, or credit. It never touches your ordinary returns.
B
Four ways to tell them
Email, text message, WhatsApp and browser notifications, all off the same list of moments, all worded by you. A refusal our AI makes is sent without a reason on purpose. The reasoning stays with you.
C
Labels on your own account
Connect your Shippo account and we buy the cheapest label on it, with a QR code where the carrier takes one and a real customs form for anything crossing a border. We do not sit between you and the carrier.
D
It should look like your shop
Set the name, the colour and the logo, or let it read the real styles off your live shop and match them. Run the whole thing on a web address of your own.
E
Shops warn each other
When somebody is caught abusing returns at another shop using this, you are told, even if they come back with a new email address. Nothing readable is stored. Names are scrambled one way before they leave, and a shared address on its own counts for nothing.
F
Tell the camera what to look for
Write a line like “check the zip runs the whole way” against one product or a whole collection, and the check gets asked. Vague instructions are marked and sent back to you before any customer meets them.
Here is what it will not do for you.
Better you find out now than later. It will not put the item back into your Shopify stock, so you still do that yourself. When a customer complains to their bank, UnReturns puts all the proof together in one file, but you are the one who sends it to them. It also cannot promise the item is the exact one you shipped, because nothing films your stock going out the door. It writes your returns policy for you, and you put it on your site.
It will not put the item back into your Shopify stock.
Marking an item as good to sell again records the decision and feeds your reports. Adding the units back to your stock is still your own job.
It will not send your proof to the bank.
When a customer complains to their bank, UnReturns puts all the proof together in one file: the codes, the photos, the timings, and a fingerprint of every file. You are the one who sends it to them.
It cannot promise the item is the exact one you shipped.
No serial numbers, no unit-by-unit identity, nothing that calls something a fake. Nothing films your stock going out the door, so no honest check could claim it.
It will not put your returns policy on your site.
It writes your returns policy for you from your own settings and hands it over. Putting it on your site is still something you do.
Nothing here is video.
Every check is built from photos taken during a live camera session. Photos are what get stored, and photos are what go into the file for the bank.
Only a refusal our AI made can be appealed.
If our AI says no, your customer can ask for a person with one tap. If you say no yourself, that is final on the returns page and they have to come to you directly.
09The warehouse
Your team sees the customer’s photos while the item is in their hands.
When the box arrives, whoever opens it has the customer’s photos on screen right next to the real item. They mark it as good to sell again, broken by the courier, faulty from the factory, or damaged by the customer. UnReturns turns all of that into a spreadsheet you can send to your supplier or the courier to get your money back.
Your warehouse gets its own login. If what turns up does not match what was claimed you are told, even if the money has already gone back.
Every item is marked, and who broke it is written down.
Every item your team opens is marked as good to sell again, broken by the courier, faulty from the factory, or damaged by the customer. The supplier and courier claims come out as spreadsheets you can send straight on.
10The charter
Eight things UnReturns will never do to your customers.
A risk score on its own is never allowed to refuse a return, so if the AI is not sure, the decision comes to you instead. Sending a lot of things back is never counted as cheating by itself. Anything bad in a customer’s history stops counting after six months. Seven of these eight cannot be switched off by anyone, and that includes you.
i
A risk score on its own can never refuse a return.
No switchii
Items that share one set of photos are never refused automatically.
No switchiii
If our AI is not sure, the decision comes to you, not to them.
No switchiv
Expensive returns wait for a person.
Yours to loosenv
Sending a lot of things back is not cheating by itself. Only outcomes ever count.
No switchvi
Anything bad in a customer's history stops counting after six months.
No switchvii
Your customer never sees their score, or what moved it.
No switchviii
Every plan has every feature. Only the number changes.
No switch11Pricing
Every plan is the same product. Only the number changes.
The cheapest plan gives you every single feature and so does the most expensive one. The only difference is how many checked returns you get each month. If you go over that number, nothing stops working.
Fourteen days free. Every feature works from the first day, on the cheapest plan.
Go past the number and the checking carries on. Nothing switches off.
12Free audit
Try it on your old orders before you pay us anything.
Download your orders file from Shopify and drop it in. UnReturns shows you what it would have caught. Everything is worked out on your own computer and nothing is sent to us.
Drop your orders file here
Or pick the file yourself. In Shopify: Orders, then Export, then All orders as CSV.
Nothing is sent to us
13Questions
Questions people actually ask.
Type in their order number and the email address from that order. Pick the items. If the item needs checking, write a short code on any scrap of paper, hold it beside the item, and let the camera see both. Most people are done in under a minute.
If the computer has no camera, a code appears on the screen. They scan it with their phone and carry on from where they stopped. Nothing has to be typed twice. A trusted customer never gets this far anyway. They get one screen and they are done.
In a private store. Every link to a photo is signed at the moment somebody opens it, and a photo can only be opened from inside the return it belongs to. Anything that names a person on the shared network is scrambled one way before it leaves. There is no readable email, device or address in it. When Shopify asks us to erase a customer or a shop, the files go too, not just the rows.
Switch the returns block on in your theme. It is one click from inside the app. Everything else is read from your shop and filled in for you: your address, your support email, your theme. It then keeps checking that customers can reach your returns page, and tells you when it cannot.
When our AI made the refusal, they can ask for a person with one tap and it lands in your queue. The message they get never contains our reasoning. A refusal that explains itself can be practised against.
14Start
Start with one return and see what happens.
Fourteen days free with every feature from the first day. You install it from your Shopify admin, and if you remove it, all your information goes with it.