♻️ Processing Customer Returns

At Ecomflow, we’ve partnered with Return Helper to provide an integrated, seamless returns solution. This trusted platform simplifies post-purchase operations by handling everything from return label generation to shipment tracking. Combined with our 3PL services, Return Helper enhances visibility, reduces operational challenges, and helps improve customer satisfaction.

While Return Helper is our recommended, all-in-one option - used by the majority of our clients - we also support more manual return flows for brands with different needs. Below is a breakdown of all available return pathways so you can choose what works best for your business.

What Is Return Helper?

Return Helper is a powerful returns management platform that simplifies and automates the entire return process for eCommerce brands. From customer-facing return portals to backend workflows like approvals, logistics, and refunds.

By using Return Helper, you’ll benefit from:

• A branded self-service return portal for your customers
• Automated return approvals and tracking
• Seamless integration with major logistics providers (e.g., DHL, FedEx)
• Custom refund logic (e.g., full, partial, or store credit)
• Improved operational visibility and fewer support tickets
• A faster, smoother customer experience post-purchase

View a detailed deck explaining how our return solution with Return Helper works:
📄 Customer Returns Process with ReturnHelper

Where Can Customers Send Their Returns? 

ReturnHelper makes returns reliable across multiple regions. Your customers can return their orders to any of the return centers shown below.

General Requirements Before Integration

Please ensure the following requirements are met before starting the integration process:

1. You have an active Return Helper merchant account (provided by Ecomflow). Please request your account by emailing us.
2. You are the admin of your Shopify store with full access to backend settings.
3. You have access to your domain hosting provider to edit DNS and CNAME records.

How To Set Up Return Helper?

This guide outlines the step-by-step process to integrate Return Helper with your Shopify store:

📎 Integration Instructions

Operational Readiness

Before rolling out returns to customers, make sure these steps are completed to avoid issues. Clear policies, trained teams, and chosen logistics partners help ensure a smooth and efficient returns process from the start.

1. Your return policy is clearly defined and updated (e.g., return timeframes, item condition requirements, refund method).
2. Your customer service team is briefed on the new return process and platform.
3. A dedicated individual or team is in place to monitor and handle return requests, approvals, and logistics.
4. Optional: You’ve reviewed Return Helper’s supported logistics providers and chosen the one(s) you wish to use (e.g., DHL, FedEx, UPS).

Note: You may update your return policy and rules within Return Helper once installation and customizations are complete.

Alternative Return Solutions 

1. Manual Returns to Ecomflow Warehouse (China)

If you prefer not to use Return Helper, we can accept returns directly at our warehouse. Please note, this is a fully manual process with less customer transparency and no branded return portal.

How to Notify Ecomflow of a Return

If you are expecting a return to our warehouse, it is important to notify us in advance to prevent delays and ensure a smooth process.

• Use the ticketing system on the Ecomflow dashboard to submit a return request.
• Provide essential details such as:
  • Return shipment tracking number
  • SKU
  • Reason for return
• If more than 5 units are returned please submit a packing list in the ticket.

Quality Check Handling

Any returned item will be inspected. If everything looks good, we will inbound the items. It can take up to 48 hours for the returned item to show in your Ecomflow dashboard. 

In the case of defective goods, we will notify you so you can decide whether to dispose of them or return them to the factory. Please note that shipping fees for returns to the factory must be covered by the client.

Returns to our warehouse: China origin visibility

If a return is sent directly to our warehouse, the China origin cannot be hidden from the customer. To avoid this, we recommend considering alternative return solutions that allow for more control over how returns are processed and redistributed.

2. Setting up a virtual office address

If you’d prefer to avoid showing a China address on customer return labels, you can rent a virtual office address in your main sales region (e.g., EU, US, UK).

How this works:

1. Partner with a local mail handling service or third-party warehouse
2. Use this virtual address on your return policy
3. Customers return items locally
4. You (or the provider) inspect the items, and choose to:

• Consolidate returns and bulk ship to Ecomflow
• Re-ship items to new customers from the local location

This approach gives you more flexibility, reduces international return costs, and improves the customer experience.

3. Manual re-routing

If you manage your own returns process or work with another local 3PL, you can still manually handle restocks or re-shipment to new customers.

How this works:

1. Receive the return locally
2. Assess if the item is suitable for resale
3. Manually create a new outbound shipment from your own facility

This process offers the most control, but requires internal operations support and additional manual work.

If you require support during setup, please reach out to our Support Team. We’re here to help make your return process as seamless as possible!