Are you ready to streamline your returns process? Easily connect Redo to your CommentSold account and give customers peace of mind with return coverage.
Integrating Redo with your CommentSold account streamlines your returns process, making it efficient for both you and your customers. With Redo’s portal, your customers can manage their returns independently, reducing the workload on your team. This article will walk you through setting up Redo with CommentSold.
Connecting Redo allows you to customize and automate your returns with dynamic flows and conditions tailored to different products, minimizing manual tasks and errors. These flows provide valuable insights into customer return behavior and help manage inventory effectively. Keeping track of emails from customers, creating & sending return labels, and manually processing refunds are all time-consuming and the costs associated with manually managing returns and refunds can quickly add up.
Redo Return Costs and Fees
Redo Return coverage is available for customers to purchase during checkout. The fees are based on the shop's specific pricing model and may vary. When customers opt in for Redo Returns:
- The protection fee is added to the cart as a line item alongside shipping and taxes, and it may be subject to sales tax in certain states, depending on local tax regulations.
- Since this is a service you’re offering to your customers, you are responsible for retaining any sales taxes collected for the fees and remitting them with your usual tax filings.
- We have assigned a default Avalara tax code of S9999999 for Redo Return coverage fees. This is categorized as a taxable service. However, you can choose to assign a different Avalara code if you prefer.
- The below codes are potential alternatives that you may choose to use, but we recommend that you consult a tax professional.
| AvaTax System Code | AvaTax System Tax Code Description |
| S9999999 | Temporary unmapped service SKU - taxable default |
| ON030000 | Non-taxable transaction |
| FR030000 | Shipping and handling combined |
| OR040000 | Restocking fees |
| S0000000 | Services |
| O9999999 | Temporary unmapped other SKU - taxable default |
| P9999999 | Temporary unmapped TPP SKU - taxable default |
- You will collect the total fee, including any applicable sales tax, as part of the order payment.
- Redo will regularly bill your shop for their share of the coverage fee and other related costs once the order is processed.
- You would retain any remaining portion of the fee as additional revenue for your shop, depending on your agreement with Redo.
Set Up Redo Returns
Redo's exchange-first experience option ensures customers will have no problem finding a variant or whole new item. Offer incentives to push the behavior you want and give customers an amazing experience.
| To get started with setting up your Redo account, use this link to choose a time that works best for you. Redo will host a personalized one-on-one consultation just for you. |
There are a couple of prerequisites to ensure a smooth integration:
- Avalara Setup: Make sure Avalara is set up on your CommentSold account.
The best part about setting up your Redo account is that you don’t have to handle any complex customizations yourself. The Redo team will work directly with you in a personalized one-on-one consultation to understand your needs and preferences.
This allows the Redo team to tailor the return flows specifically to your business, aligning with your return policies, exceptions, and the platforms you sell on. During this consultation, you will be provided with a Redo Store ID, which will be used to connect your Redo account with your CommentSold account.
Enable Redo
- Hover over the side menu of your CommentSold dashboard, then select Setup.
- Select the More Integrations tab from the options listed at the top of the page.
- Look for Redo Returns Coverage and enter your Redo Store ID.
- Select the Consent checkbox.
- Select Enable.
- If you ever need to disable Redo, select the Disable Free Returns button—quick and easy!
That’s it! Your Redo account is now successfully connected to your CommentSold account. During the checkout process, your customers will now have the option to opt-in for Free and Easy Returns, providing them with a seamless returns experience.
| Note: To see this feature on mobile, customers must be using iOS or Android app version 3.13.x or later. Ensure your app is updated to the latest version to take advantage of this functionality. |
| Note: The Free and Easy Returns feature is enabled by default, and customers will need to manually disable the toggle during checkout if they choose not to use it. This preference will be saved for future orders, so if customers wish to opt back into Free and Easy Returns for future purchases, they will need to re-enable the toggle manually. |
Always add return Coverage to Customer Cart Toggle
When enabled, Redo coverage is ALWAYS added to the customer cart regardless if the customer opted out of Redo coverage on their last order.
- Hover over the side menu of your CommentSold dashboard, then select Setup.
- Select the More Integrations tab from the options listed at the top of the page.
- Enable Always add return Coverage to Customer Cart toggle.
Manage Redo Returns
When managing returns, it’s important to understand what actions are handled within Redo versus what you can manage directly in your CommentSold account.
Managing Returns in Redo
In Redo, you can:
- Process returns
- Change the refund method for an existing return
- Initiate a return on a customer’s behalf
- Reset rejected returns
- Resend the return label
- Retract loyalty earned when a return is made
| Note: If Redo is enabled, all returns are processed exclusively through Redo, whether or not the customer purchased return coverage. The key difference is who pays for the return label. If the customer opted for coverage at checkout, the label fee is covered by Redo; otherwise, the customer or the shop bears the cost. |
Managing Returns in CommentSold
Orders in CommentSold will display a Redo Return Coverage badge if the customer has opted in. A new filter allows you to sort orders by Redo Coverage and Redo Cancellation. The only action you can perform in CommentSold related to Redo returns is to cancel Redo Coverage.
Cancel Redo Coverage
If a customer contacts you to cancel their Redo coverage, you will have the ability to handle the cancellation directly. However, the cancellation can only be processed if none of the items in the customer's order have been fulfilled. This gives you the flexibility to manage customer requests efficiently while ensuring the order fulfillment process remains unaffected.
- Hover over the side menu of your CommentSold dashboard, then select Orders/Fulfillment.
- Select the Return icon on the right corner of the desired order.
- Select Cancel Redo Return Coverage.
- Select Confirm in the popup at the top of the page.
Troubleshooting Errors
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Here are some common errors and their resolutions: Issue: Need to reset a rejected return Find the order in the Returns tab in Redo. Then from the Actions dropdown, press the Reset button. You will then be prompted to choose where in the Return Flow you’d like the customer to begin from. Typically, you will choose the “Return reason” step as this bypasses the “Condition” steps which are what typically causes the return to be rejected. The return is now reset. When a customer goes back to the Return Portal to submit a return, the logic for submitting a return will begin from the step selected when resetting, allowing the customer to complete the return. Issue: Customer's order not showing up in the Redo return portal This occurs when the order is not yet marked as fulfilled. Customers won't be able to start a return in the Redo return portal until their orders have been marked as fulfilled. Issue: A customer paid for Redo coverage but was charged for a return shipping label Check your Redo settings under the "Coverage" tab. It is likely that you've selected Redo coverage to only be active for Exchanges and/or Store Credit. This means that when a customer wants to return for a Refund to their card, the customer will be responsible for the cost of the return shipping label, regardless of whether they purchased Redo coverage initially. Issue: Can I turn off Redo coverage for certain products? Yes, you can do this in Redo by navigating to the "Coverage" tab within the "Settings" dropdown. You will see the option to exclude Redo coverage for product tags, customer tags, and collections. Matching these tags with their counterparts in Shopify or CommentSold will stop Redo coverage from showing for those items/customers. Issue: I need to resend a Redo return label to a customer You can resend a return label to a customer by finding the return in Redo and clicking into the customer’s return. Scroll down on the bottom right to the Return shipping info section and click the Resend button to email the customer the label. You can also download the label and QR code in this section.
Issue: Customer submitted a return, but didn't get a label. Why did this happen and how do I resolve it? If a customer didn’t receive a label, it is typically due to the 'ship from' address not being input correctly. If you need a label for a customer, please reach out to support@getredo.com. Issue: Customer didn’t purchase Redo but is submitting a return due to a damaged item or wrong product, how do I make sure the customer doesn’t need to pay for the return shipping? Redo’s return flow can be configured to accommodate this situation. There’s a “Safety net” feature which can be turned on specific to these types of returns. This is configured in the final “Return” step of the return flow.
Issue: There's a footer in the Redo customer emails that I can’t edit This is by design. This footer is generated by CommentSold and appears on all orders with Redo coverage if you have restrictions set up in Redo. Redo will automatically add asterisks to the items in the order that do not qualify for coverage. |
Here are some Redo Returns resources handy for you.
- Redo FAQs
- Coverage Fee
- Return Processing
- Return Type Settings Walkthrough
- Visit Redo Help Center for more information.