A branded self-service portal where customers request returns, pick an exchange or store credit, and get a courier label — plus an admin dashboard where your team approves and resolves each one.
From the customer's first click to the refund landing in Shopify
Customers look up an order by number and email, see which items are still returnable, choose a reason per item and upload photos from their phone via QR code.
Same-product exchanges become Shopify draft orders, store credit is issued through Shopify's native store credit, and refunds go back to the original payment. You decide which options each customer sees.
Approving a return generates a Ninja Van air waybill through the API and emails the label to the customer. Drop-off or pickup, with a separate route for East Malaysia.
Your team approves or rejects each item, marks parcels received, resolves them and leaves internal comments on a full timeline. Status tabs, filters, search and CSV export included.
Submitted, approved with label, received, completed, rejected and cancelled — each transition emails the customer from your own domain, and the portal shows a live tracker.
Staff can log a return at the counter against the same rules and the same dashboard, so online and retail returns share one history and one set of numbers.
Four steps from request to resolution
Finds their order, picks items and reasons, chooses exchange or credit, confirms the pickup address.
Review photos and reasons item by item. Approval generates the Ninja Van label and emails it.
Mark items received at the warehouse. Restock settings decide whether they go back on the shelf.
Store credit, exchange draft order or refund is created and the return is recorded on the Shopify order.
Ninja Van Malaysia is integrated directly for Peninsular Malaysia, with a separate option for Sabah and Sarawak. Customers outside your home country are guided to mail the parcel back. Other couriers can be added on request.
Exchanges are for another variant of the same product (size or colour). Anything else is handled as store credit so the customer can shop freely. The exchange is created as a Shopify draft order for your team to fulfil.
Yes. Products carrying a tag you choose (for example "Sale" or "Final") are shown as not returnable in the wizard. The return window is also configurable, counted from fulfillment.
That's a setting. Choose automatic restock on receipt, or keep it manual so your warehouse inspects the item first.
Yes. It was built to replace a PostCo subscription for a Malaysian fashion brand doing 50 to 200 returns a month, and has been running live since October 2026 across their Malaysia and Singapore stores.
Not yet. It's offered as a private install per store. We set up the portal on your domain, connect Ninja Van and configure your policy with you.
Tell us your monthly return volume and current provider. We'll show you the portal on your own domain.