REDO FAQs

We've gathered some frequently asked questions about the Redo Returns. Whether you're interested in the feature or an active user, these questions will be helpful.

Setup

• What is the Redo onboarding process like? How long does it take?
  • Redo offers a personalized 1:1 onboarding experience. A dedicated team member will work with your shop to create a branded return portal and set up conditional workflows. The initial onboarding takes about 45 minutes to go live. An optional customer service and warehouse training session (30-45 minutes) is available, followed by a 30-minute check-in two weeks after onboarding.
• Can I use my own shipping carrier account for return labels if I cover the cost of the return label for customers who don’t opt for Redo?
  • No, shops must use Redo’s shipping labels. Redo covers 90% of return labels, and the costs are heavily discounted due to volume, providing shops with a cost-effective solution.

• How far back can Redo retrieve order history once it’s enabled?
  • By default, Redo retrieves orders from the past 60 days, but this can be extended. The return window settings can be customized during the onboarding process to adjust how far back orders can be retrieved.
• What happens to Loyalty Rewards on orders refunded through Redo?

Billing & Other Costs

• How will I be charged for Redo?
  • Redo handles all return label purchases and then bills on a two-week cadence (based on order payment date - not fulfillment date), with various scenarios for covered and non-covered orders.
• What determines the billing date for shipping labels?
  • Billing for labels is based on when the label is purchased, not delivery date or date scanned by the carrier.
• How long are shipping labels valid?
  • Return labels expire after 28 days (or less depending on your settings). Labels that expire are refunded.

Invoicing and Reporting

• Where can I find Redo invoices and reports?
  • Reports and invoices can be found in Redo.

• Bi-weekly invoices include all fees (coverage, labels, refunds, etc.)
  • Payments through ACH debit or credit card, with 3% processing fee attached
• Detailed CSV exports available with order IDs (CS- prefix for CommentSold orders)

Order Management

• Does Redo work for international orders?
  • Redo generally does not offer coverage for international orders. However, customers can still use the return portal to process their return, even for international shipments.
• Our customers earn 3% cash back as a credit every time they make a purchase. If they return the item does that 3% get subtracted from the amount they are refunded?
  • With Redo, like in CommentSold, you get to choose how this is handled. During onboarding be sure to discuss this scenario with Redo and which settings work best for your business. 
• What happens when an exchange is processed in Redo?
  • When an exchange is created in Redo, it will generate a new order in CommentSold with notes & a #redo charge ID. 

Other Integrations

• If I use both CommentSold Redo and Shopify Redo, is there one backend or two? What is the experience like for my customers and me?
  • There is only one backend and one customer return portal for both CommentSold and Shopify Redo. Shops can view both types of orders in one place and easily distinguish between Shopify and CommentSold orders within the same portal.

Customer Experience

• Can a customer purchase Redo return coverage for an order allocated for local/in-person pickup?
  • Yes, customers can still purchase Redo return coverage for orders designated for local or in-person pickup.

• Is Redo coverage available for preauthorization purchases?
  • No, Redo return coverage is  not currently offered for preauthorization purchases.

• Can customers who purchased on TikTok return using Redo?
  • No, returns for TikTok purchases must be processed directly through TikTok. If customers who purchased on TikTok try to use the Redo returns portal, they will be redirected to complete their return within the TikTok platform. The standard messaging for this situation is "This item was purchased on TikTok. To initiate a return, visit your order in TikTok Shops. If you have any questions, please email us at [insert shop support email]."
• Can customers who purchased Dropship items return using Redo?
  • Yes, they can. Once approved by the supplier, you will need to manually approve the return. Here’s how. 

• If a customer checks out multiple times, do they pay for Redo coverage each time?
  • There is a 4-hour window for Redo coverage. If the customer has already purchased coverage, any items bought within the next 4 hours will be covered without an additional charge. Coverage will show as available for those items at $0 during checkout.
• Can customers cancel Redo coverage?
  • Yes, however, cancellations of Redo coverage fees are only accepted prior to fulfillment.
• Can a customer use the same return shipping label for items from multiple orders?
  • Currently, a customer's return request is limited to one order with one label.

• Can I initiate a return on the customer’s behalf?
  • Yes, here’s how;

In Redo, go to Returns

1. Select the Start Return button.
2. Enter order number.
3. Select item and return reason.