The returns portal your customers use

This page is about the portal your own customers use. You configure it; they use it. It is public, and it needs no Horizon account.

Where it lives

Each account gets a portal at /returns/portal/ followed by its own slug. That is the address you put in your emails and on your site.

There is no sign-in. The shopper proves the order is theirs inside the page instead, which is why the portal can be public without exposing anything.

What a shopper does

The portal is headed “Start your return”.

1. They enter their “Order number” and a verifier, labelled “Postal code or email”, then “Continue”. That pair is what proves ownership.
2. They are shown the order and asked “What are you sending back?”, choosing items, a “Qty” and a “Reason” for each. There is a free-text “Anything we should know?” box.
3. They give an “Email for updates” and press “Submit return”.
4. They land on “Return requested” with “Your RMA number”.

Tracking afterwards

The portal also runs in a tracking mode, headed “Track your return”, reached from “Track an existing return” or from a link in the emails your customer receives. Those links carry the RMA and email in the address so the status loads without the shopper typing anything. Which return emails a shopper receives, and the switch for each, are listed in What your customers see.

What you control

From “Returns” in the app you have a portal view for the portal’s own configuration, a rules view for the automation around returns, and a settings view. Reasons offered to the shopper, and what happens when they pick one, are set there.

Reading what comes in

Submitted returns arrive in the “Returns” worklist, which is described in Returns.

If the portal address does not work

The portal says plainly that it is not available rather than showing a broken form. That usually means the slug is wrong or the portal is not enabled for the account. Check the address in “Returns” before telling a customer it is down.