Returns#
The Return flow in Resolve handles wrong-size, changed-mind, and doesn't-fit cases. You can hand the customer off to a returns portal you already use, or complete the return entirely inside Resolve.
Handoff to your returns portal#
If you run returns in a third-party tool (Loop, ReturnGO, your own portal, or anything else), Resolve can transfer the customer there at the right moment in the flow — after they've picked items and given a reason, or as soon as they choose Return, depending on how you configure the steps.
The handoff is seamless for the customer: Resolve shows a short transition screen, then opens your returns URL in a new tab. You can pass order context along in the URL so your tool can recognize the customer immediately.
What you can pass along#
Configure your destination URL with placeholders; Karla fills them in when the customer is redirected:
| Placeholder | Typical use |
|---|---|
{orderNumber} | Pre-fill the order lookup on your returns site |
{orderName} | Shop-specific order reference (e.g. #1234) |
{email} | Pre-populate the customer email field |
{zipCode} | Match against your existing order verification |
{externalId} | Your shop system's order ID |
{claimReason} | The return reason the customer selected in Resolve |
{selectedItemSkus} | Comma-separated SKUs for the items they chose to return |
{flowType} | Always return for this flow |
A typical setup might look like:
https://returns.yourbrand.com/start?order={orderNumber}&email={email}&reason={claimReason}The customer lands on your tool with their order and email already in place — they can start the return immediately instead of hunting for order details again.
Configure the handoff URL in the Merchant Portal as part of your Return flow; see Flows and customization for step-level options.
Native returns#
Native returns keep the full return journey inside Resolve — on-brand, end to end, without sending the customer elsewhere.
Customers select items, choose a return reason, and confirm details inside Resolve. Every input is captured as structured claim data, so you get the same analytics and intelligence as your other Resolve flows (reason breakdowns, product-level patterns, geographic trends).
At the end of the process:
- Return label on completion — the customer receives a downloadable return shipping label directly in the browser.
- Label by email — the same label is sent to the customer's email address in parallel, so they can save it, forward it, or print it later without relying on the browser download alone.
Talk to us to discuss how native returns fit your operation.
Where to next#
- Flows and customization — configure the Return flow, handoff timing, and step order.
- Data processing — what claim data looks like after submission.
- Integration and automation — route return claims to your helpdesk or automation layer.
- Portal → Resolve — claims analytics and the Claims table.