In the Returns Policy tab, you can shape almost every part of your returns process — set your return and refund windows, add your support contact details, show a warning for items that aren't eligible for return, and control which return reasons appear (including any you'd like to make free for customers).
Step 1: Open the Returns Policy tab
Log in to your At Last dashboard and click Configuration in the left-hand menu. Select your returns portal from the list — if you have more than one, they'll all be listed here.
The Returns Policy tab is the first page that opens. It's split into sections: Returns policy, Exclusions, and Return reasons.
Step 2: Set your returns policy
Click Edit to change any of the following:
Days to return — how many days customers have to send items back.
Additional buffer — extra days added behind the scenes before the customer's return window begins, to cover your shipping and processing time without changing the deadline they see. For example, with a 5-day return window and a 2-day buffer, the countdown customers see won't start until 2 days after the order is placed.
When can customers start returning orders — whether the return countdown begins when an order is paid for or when it's fulfilled. Setting this to fulfilled is useful for pre-orders, as it stops the return window starting before the item ships.
Refund processing time — how many calendar days your team needs to issue a refund once returned items arrive at your warehouse.
Full returns policy — link your full returns policy so it's available directly in the portal.
Fallback support email — your main customer support email for any queries.
Fallback support URL — a support link (for example, a WhatsApp chat) where customers can reach you if they need more help.
When you're done, click Save.
Step 3: Set an exclusion message
The exclusion message appears as a prominent notice to customers during the returns process. It's a warning only — it won't stop a customer submitting a return, but if they return an item against your policy, you retain the right to refuse the refund.
Click Edit to make changes.
Toggle "Show exclusions in your returns policy" to Yes, then use the two fields to enter your exclusion criteria:
Exclusion short answer: Sale item
Exclusion description: "If an item was purchased on sale or at a discount of more than 30%, you won't be eligible for a refund. Please don't send these items back."
Click Save to apply your changes.
Step 4: Set your return reasons
This section controls which return reasons customers see, and lets you make specific reasons free. Scroll to the Return Reasons section and click Edit.
Show or hide a reason — toggle "Show" off for any reason to hide it from the portal. (For example, with "Repair or replacement" toggled off, customers won't see it.)
Reorder reasons — drag and drop to reorder them. The new order carries through to the portal, so you can put the most common reasons at the top.
Rename reasons — edit the description field to tailor a reason's wording to more specific cases.
Request more information — when enabled, customers see a text field and/or image upload so they can describe the issue and add photos. Both are required when enabled; customers can enter up to 100 characters and upload up to 5 images per item. Whatever they submit appears in the QA section of the return's details page in your dashboard.
Free return allowance — set how many times the return label cost is waived for a single customer (by email address) for a given reason. For example, you might allow one free return per month when a customer selects "Item is damaged" — after that, they'd pay for the label within that month.
When you're happy with your return reasons, click Save.
