Welcome to At Last®
The following article will give you a detailed walk through for each of At Last's settings for get up and running with returns.
If you haven’t already, download the At Last app on the Shopify app store which can be found here.
To set up your At Last account, follow the steps below. For any questions, you can contact us at any time at [email protected]
All of the setup is done in the “Configuration” page located on the left side of the At Last Dashboard. Here, we will configure all settings to best fit your company's needs. This guide provides a brief summary and setup steps for each tab in the configurations page.
Return Policy Tab
The return policy tab contains the following settings:
Returns Policy
Days to return - The number of days that a customer is allowed to make a return via the returns portal from either purchase date or fulfilment date (can be set in #3).
Additional buffer - extra days to return given as grace but hidden from the customer. Useful for including shipping days, special holiday seasons, etc.
When can customers start returning orders - When the days to return begins - either purchase date or fulfilment date.
Full returns policy URL - This is displayed as a helpful link to customers on the returns portal
Fallback support email - an email address that is displayed on the returns portal in case customers need to reach out
Fallback support URL - if included then support email will be hidden and this support URL will display instead - helpful if you would rather push customers to a support form or help centre.
Refund processing guidelines - Displayed on the returns portal as a helpful indicator for how long the customer should expect to wait to receive their refund once they ship their return.
Exclusions
Excluded products tag - (Shopify only) if you tag any product with "al-not-returnable" then customers will not be able to return those products. The returns portal will display a message next to the item indicating it's ineligible.
Show exclusions in your returns policy - If you want to provide more information to customers about what items are not returnable to can include a description which will display on the returns portal.
Return reasons
Here you can show/hide, edit and re-order return reasons that will be displayed in the customer returns portal.
Free returns - allows you to set a number of free returns per customer, per month, for specific return reasons. For example for "Damaged or faulty" you can set 2 free returns per month. This means they won't be charged return shipping fees.
Additional information - allows you to request more information if a specific return reason is selected, such as asking for a text description and/or an image upload (allows up to 5 images to be attached). If enabled, the customer is required to fill them out. When viewing a return on the dashboard you'll be able to see the text description and any images uploaded.
Refunds tab
Enable automated Shopify refunds - (Shopify only) If enabled this means when you process a refund on the At Last dashboard it will automatically create the refund on Shopify and email the customer.
Default settings - Here you can set what the default refund options are so it can save you time when processing them.
Shipping & payments tab
If you don't have any carrier services setup yet, you'll need to reach out to your account manager via this form. We'll talk through the different options and get them setup for you.
Once you have at least one carrier service setup:
Charge customers for returns - if enabled you can charge a fee for customers to create a return, else it will be free.
Payment type - either deduct from refund or upfront payment. Deducting from the refund will mean you'll take the deduct the shipping cost when processing the refund on the dashboard. Upfront payment will present the customer with a payment form asking for their credit card to complete the return. Those funds will be transferred to your bank account via Stripe Connect Account which can be setup by asking your account manager.
Carrier services - here you'll find information about each carrier service on your account, such as which country they support, the max weight and dimensions they support which is enforced on the returns portal, and whether it's a drop off or home collection service. You can enable/disable carrier services and set the price you'll charge customers.
Identifier on shipment label - Choose if either the return name (which is a random three words) or order number will be displayed on the shipping labels. This will help your warehouse team identify which return it is for as they can search either one on our dashboard.
Default returns address - The address where your returns will be shipped to. Ask your account manager or email [email protected] if you require changing this.
Appearance tab
Here you can customise your returns policy to match your branding.
Sell & exchange tab
Here you can enable exchanges and store credit options on the returns portal.
Members page
Here you can invite team members to access the dashboard.
Billing Page
Here you can select a billing plan and manage your subscriptions and customer payouts.
Your At Last setup is complete!
If you have additional questions, you can visit the rest of our At Last Help Center. Additionally, you can message our live support team through the chat icon in the bottom right corner of the At Last dashboard.