Returnly by Affirm

June 30, 2022

The onboarding process was amazing. They use Basecamp to keep track of all tasks. You get a dedicated customer success manager. All our questions were answered within working hours and I felt it was interactive. We had an aggressive 2-week implementation time. We were mostly on time but ran into a few snags internally that delayed it to 4 weeks. Still very good. All processes are designed to create an automatic return flow, from request to refund. They offer QR code returns, instant credit, exchange for different items and the portal and emails are all customizable. They also offer sub-reasons for return reasons (1 level) and an optional text box for the customer to leave a note. Our store and products don't follow the basic Amazon flow, so we experienced a bit of trouble implementing this solution, but our CSM was available and helpful in providing creative solutions. We also held a few video meetings. Truly she is amazing for dealing with all my requests. There are a few areas of improvement that I feel would warrant 5 stars, but the service and support is top notch!

June 16, 2022

Love this app to streamline the returns process. The analytic are great to have also. Only wish is live chat customer service. Email takes forever, especially when you have an immediate issue to solve!

June 15, 2022

We use the Exchange On Scan feature which has been a huge help in optimizing the exchange process for both the customers and our business. Returnly Customer Support consistently provides fast and helpful assistance. I would like to see Returnly add an incentive feature for customers to have more options to continue to shop. I can't wait to see how they continue evolve.

June 15, 2022

Returnly is a solid returns platform! I appreciate how quick Returnly Support is with addressing my issues and concerns. Unfortunately we've had to turn off exchanges due to a reporting issue and hope that they can update that feature soon.

June 14, 2022

We really like Returnly and the support team, and have seen a nice lift since we've implemented exchanges as well. My only source of frustration is that they're not integrated with FB / Instagram checkout but hopefully they will be soon!

June 14, 2022

Pros: - Great customer support - Easy and quick onboarding - Helped streamline all of our returns and exchanges - Customers say it is easy and straight forward Cons - Limited customization - International exchanges are still done manual - No feature to have the return label auto cancel off after a certain period - Not to many of our customers are re-purchasing with the instant credit

June 14, 2022

Returnly is our first use of a return management system. Operationally, it's game changing. It automates the creation and tracking of returns, while providing our team the information it needs to process refunds. There are two places it could improve. First, it would be nice if the platform could automatically choose a refund to a gift card or to the original form of payment based on our return policy. Second, it can't handle multi-box orders (i.e. it can only generate one label per order). If these two features were in place, it would truly be hands off for our team.

June 14, 2022

Our company has been reliant on the service from Returnly for over a year now. We were quick to renew our plan after the first year. This has freed up much needed time for our team and our customers have expressed their appreciation for the hassle free return service.

June 14, 2022

This has helped to make our return process much smoother for our online clients. In addition, this has reduced our Customer Service Team work to treat returns.

June 14, 2022

Great overall app, needs a few additional features to be perfect. First off, your customers will love it. Ease of use for them is off the charts. Saves a ton of time with CS team automating most of the process. Being able to turn returns into exchanges adds a ton of value. The ability to limit the number of return labels for orders and exclude certain bad apples from being able to create new labels would be a nice final touch. 4.5/5 stars in my eyes.

Feb. 12, 2021

Returnly has helped streamline our returns/exchange process and offers our customers peace of mind when ordering from us.

Sept. 18, 2020

We love using Returly. It helps us keep track of the returns which has been very difficult during this season especially. It's also great how the system also allows you to manually input things which helps in the one of returns situations. The team are great to work with and I would recommend this app to any store!

Dec. 3, 2019

We use this app to streamline our returns process. It has been an amazing timesaver for our Customer Support team. Admin/onboarding leaves a bit to be desired so 4 stars.

Jan. 29, 2019

Returnly has really helped automate our returns process. It is pretty easy to customize all pages that a customer would visit, but total customization remains a bit locked up. The analytics are amazing and really helpful for know what is being returned and why. It even shows you what items are in transit back to you in case you are running low on inventory. One thing that is lacking is the information about what data is used to calculate a metric/report on the analytics page, which makes it a bit difficult to determine if what I'm viewing is actually what I need. I would also like to see them build out their team a bit more so that clients have an account rep to discuss things with instead of being pushed to customer support.

Jan. 25, 2019

Very easy to use! Like how all returns are tracked and kept it one simple area. Would like it if when you click the tracking link it would take you straight to USPS tracking rather than the pre-paid label and voucher page.

Jan. 25, 2019

This app is very useful! The most valuable feature in my opinion is the most returned products report. This gives us visibility on new products with high return rates. We use it weekly to react quickly to high converting products with high return rates.

Jan. 15, 2019

Very easy and helpful once get the hang of it. Customer service could be a little better with their reply time.

Jan. 14, 2019

We've been using Returnly for two years now and are very pleased with the platform. Customers can seamlessly process returns and exchanges without intervention from our customer experience team. Saves time on all sides!

Oct. 13, 2017

Initial UI was a bit problematic on install and caused us some delays. The R team was quick to help and follow up was indeed strong. Have not used the app yet but will report back when we do. Thank you R team for being proactive. Great suppot !

Aug. 15, 2016

This app is a time saver and makes processing returns and exchanges easy for both shop owners and customers. It also shows you when items are in transit back to you which is great. I would give it 5 starts but for the following: 1. Would like the ability to charge customers for returns that are not our fault while at the same time paying for returns that are our fault. Right now you have to do one or the other, you can not do both depending on the reason for the return. 2. Would like the ability to customize the returns page with my own wording and instructions/explanations 3. If doing an exchange, there is no way to get paid for the cost of label sending the items back. The app tells the customer what is costs, but does not have a way for them to pay. If doing a return, you can deduct the cost of the label from the amount you refund them. But if an exchange, you are not refunding money, you are sending a new item out so there is no money to deduct from and Shopify does not let you recharge a credit card (you would have to invoice them somehow separately) 4. Would love to be able to mark additional statuses in this such as (refund issued, AND/OR replacement shipped etc) 5. This is pricey especially considering you also have the cost of the shipping labels and returns/exchanges on top of this high monthly fee (the fee does not include postage). But unfortunately so far this is a only app I have found that also creates the labels for customers which is a time saver. It is very expensive though for what it does