Frequently asked questions

Last updated: April 2026

General

What does ReturnSense do?
ReturnSense is a return analytics app for Shopify merchants. It connects to your store and gives you a clear view of your return performance — how many returns are in progress, how many have been completed, which SKUs are being returned the most, and what reasons customers are giving. It helps you spot patterns so you can reduce preventable returns over time.

Is ReturnSense free?
Yes. ReturnSense is completely free to install and use.

Data & Sync

How far back does ReturnSense pull data when I first install?
On your first sync, ReturnSense fetches return data for the past 90 days. This gives you a meaningful baseline without importing your entire order history.

What types of returns does ReturnSense track?
ReturnSense tracks returns that are processed through Shopify's native return system (i.e., returns created directly on an order in the Shopify Admin or via the Shopify Returns API). It does not track:

• Returns managed through third-party return apps (e.g., Loop, AfterShip Returns) that bypass Shopify's native return flow

• Manual refunds issued without creating a formal return on the order

• Exchanges processed outside of Shopify's return workflow

If your return process runs through Shopify natively, ReturnSense will capture it.

What return statuses does ReturnSense recognise?
ReturnSense uses Shopify's return status model:

Status Meaning In Progress Return has been requested but not yet closed Closed – Received Return is closed and physical items were received back Closed – Not Received Return is closed but items were not received (e.g., refund issued without return) Closed – Unknown Return is closed but received status is not determined

This separation helps you distinguish between return requests and returns that were actually completed.

How often is my data updated?
ReturnSense uses a hybrid sync approach:

• Real-time: New returns and return updates are captured via Shopify webhooks as they happen.

• Nightly: Dashboard aggregates (totals, SKU rankings, keyword trends) are recalculated overnight for accuracy.

You can also trigger a manual sync at any time using the Sync Now button on the dashboard.

What happens during a manual sync?
A manual sync fetches up to 225 orders with return activity (75 orders per status × 3 statuses: open, closed, cancelled) from the past 90 days. For most stores this covers all recent return activity. Very high-volume stores may see the most recent orders prioritised.

SKU & Keyword Analysis

Why are some SKUs not appearing in my SKU breakdown?
To ensure the data shown is statistically meaningful, a SKU must have a minimum of 5 returns before it appears in the SKU breakdown table. SKUs with fewer returns are excluded to avoid drawing conclusions from isolated incidents.

How does ReturnSense analyse return reasons?
ReturnSense uses keyword frequency analysis on customer-provided return notes and reason codes. It counts how often specific words and phrases appear across all returns, then surfaces the most common ones. This is a deterministic, rule-based approach — there is no AI or machine learning involved.

Does ReturnSense analyse return reasons that customers didn't write themselves?
No. ReturnSense analyses the return reason selected by the customer (from Shopify's reason options) and any free-text notes the customer provides. If a customer did not leave a note, that return still counts toward totals and SKU data, but contributes nothing to keyword analysis.

Privacy & Data Retention

What customer data does ReturnSense store?
ReturnSense stores order and return metadata only — specifically: order IDs, return IDs, SKU identifiers, return reasons, return status, and timestamps. It does not store customer names, email addresses, shipping addresses, or any other personally identifiable information (PII).

How long is my data retained?

Data type Retention period Raw return line items 180 days Aggregated analytics (totals, SKU data) 12 months Application logs 30 days

What happens to my data if I uninstall ReturnSense?
When you uninstall the app, ReturnSense receives a notification from Shopify and your store's data is scheduled for deletion. In compliance with Shopify's data protection requirements, all store data is permanently deleted within 48 hours of uninstallation.

Is ReturnSense GDPR compliant?
Yes. ReturnSense complies with Shopify's mandatory privacy webhook requirements:

• Customer data requests are handled and logged.

• Customer data deletion requests result in permanent removal of associated records.

• Shop data deletion (triggered on uninstall) removes all store data within 48 hours.

Installation & Compatibility

Does ReturnSense work with all Shopify plans?
Yes. ReturnSense works on all Shopify plans, including Basic, Shopify, Advanced, and Plus.

Do I need to configure anything after installing?
No configuration is required. Once installed, click Sync Now on the dashboard to import your existing return history. After that, the app stays in sync automatically via webhooks and nightly updates.

Will ReturnSense slow down my store?
No. ReturnSense runs entirely in the background as an embedded admin app. It has no impact on your storefront speed or customer-facing pages.

Troubleshooting

I clicked Sync Now but nothing happened. What should I do?
Wait a few seconds and refresh the page. If you see a "Session not ready" message, click Sync Now once more — this can happen on the very first load after installation while your session is being established.

My sync shows fewer returns than I expected. Why?
The initial sync covers the past 90 days and processes up to 225 orders per sync run. If you have a very high volume of returns, some older records within the 90-day window may not appear until subsequent syncs. Webhooks will keep new returns up to date going forward.

I process returns through a third-party app. Will ReturnSense work for me?
Only if your third-party app creates returns using Shopify's native return system under the hood. If your returns app manages returns entirely outside of Shopify's order management (using its own system), ReturnSense will not be able to see those returns. Check with your returns app provider to confirm how they record returns in Shopify.