> ## Documentation Index
> Fetch the complete documentation index at: https://www.adorabl.info/llms.txt
> Use this file to discover all available pages before exploring further.

# Returns rules

> Set the default credit, restocking fee, and cost to bring a returned item back.

Returns rules are the default for every customer return, including returns that arrive from Shopify. You can still change the answer on an individual return.

## Open Returns rules

**1. Navigate**

1. Open **Settings** → **Commerce**.
2. Click **Returns rules**.

The page subtitle is the job of the screen: set the default for every time a customer asks to return something. Click **Save** in the header when you change a setting. **Discard** restores the last saved values.

## Default configurations

adorabl compares the inventory you would get back with the cost to bring it back.

* **If we're ahead, or even,** take it back and restock it.
* **If we'd lose money,** the customer keeps the item.
* **If we don't know the freight or our cost,** you decide on the fly.

A tie still brings the item back.

## When we just credit the customer

**Credit them** is the credit for a keep — the customer does not send the item.

| Choice | What they receive |
| - | - |
| **The price they paid for the item (shipping not included)** | Unit price × quantity, plus that item's tax. Shipping on the original order is never credited. No restocking fee. |
| **A smaller goodwill credit, returned to the original form of payment** | Only the return freight and warehouse handling you did not pay. On a $24 shirt where getting it back would have cost $9, they are credited $9, not $24. |

## When the customer returns the item

The customer sees the restocking fee. They never see handling or freight. Those two amounts are only used to decide whether taking the item back is worth it.

| Setting | What it controls |
| - | - |
| **Restocking fee** | Taken off the credit when the goods come back. Choose no fee, a percent of the price they paid, a percent of your cost, or a fixed amount per unit. |
| **Handling per item** | Your cost to receive and put the item away. The customer does not see it. |
| **Split known shipping by** | How a known return-freight amount is shared across lines: **Weight**, **Volume**, **Quantity**, or **Price they paid**. Weight falls back to volume, then quantity, when an item has no weight. |
| **If shipping cost is unknown** | **You decide on the fly** leaves those returns on **Needs review**. Any other choice estimates the freight so a default can be made. |

Expand **Try it on a sample order** to see the current rules on a t-shirt and a pair of boots, with or without a known outbound shipping cost. The **We would** column is the recommendation those settings produce. Nothing on the sample is saved.

## Related guides

> **[Customer returns](https://www.adorabl.info/commerce/returns.md)**
>
> Authorize, receive, and credit a return.

> **[Connect Shopify](https://www.adorabl.info/commerce/shopify.md)**
>
> Shopify returns use these same rules.


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