How to set up the returns portal
The returns portal is a self-service page on your storefront where customers look up their order and request a return themselves. On Shopify you publish it by adding the Return portal app block to a page in your theme and pasting a portal token generated in OrderKrab — no code required.
- 1
Before you start: your Shopify store has to be connected to OrderKrab, you need at least one shipping carrier connected (return labels are generated through it), and your theme has to support app blocks — any Online Store 2.0 theme does.
- 2
In the sidebar, click Returns and open the Settings tab. Set the return eligibility window — how many days after the order a customer may still start a return (default 14). It saves as soon as you click outside the field.
- 3
In the Instant return approval card, decide whether to switch on Auto-approve return requests. On, the buyer gets a return label and a confirmation email the moment they submit; off, every request waits for you on the Requests tab.
- 4
In the Returns portal tokens card, find your shop's row and click Generate token — the token is created and copied to your clipboard automatically. Use Copy if you need it again later.
- 5
Switch to your Shopify admin and go to Online Store → Pages → Add page. Name it something customers will recognise, like Returns, and save it.
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Go to Online Store → Themes → Customize, then use the template dropdown at the top of the editor to open the page you just created.
- 7
Click Add section (or Add block inside an existing section) → Apps → Return portal.
- 8
Under Connection, paste your token into Portal token. Leave Return portal URL as https://returns.orderkrab.com unless OrderKrab has given you a different address. The setup placeholder in the preview is replaced by the live portal.
- 9
Under Display, set the Max width (default 1200 px), the Iframe height (default 900 px — pick a height tall enough that the portal doesn't scroll inside itself) and the Default language: Match storefront language follows each customer's locale, or pick one of the 11 fixed languages. Under Colors, match the portal to your brand — leave any color empty to keep the portal's own default.
- 10
Click Save, then add the page to your storefront menu in Content → Menus. Test it on your live storefront with a real fulfilled order number and that customer's email — you should reach Select items to return, and the request then appears on the Requests tab in OrderKrab.
Good to know
- The portal only works when it is opened from your storefront — the app block is what passes the token into the iframe. Opening returns.orderkrab.com directly shows "This return portal isn't authorized".
- A customer can only start a return when the order is fulfilled, falls within the return window, and has no return request yet.
- Regenerating the token breaks the old one immediately — paste the new value into the theme block straight away, or the portal stops finding orders.
- The token never expires, and its value is never shown on screen; it only goes to your clipboard.
- When the return label is created, Shopify emails the customer the label and tracking, and OrderKrab marks the request Customer notified. Refunds are never issued automatically.
- A dashed Set the Return portal URL and Portal token placeholder means one of the two Connection settings is still empty. The returns portal is available for Shopify only — WooCommerce stores can't publish it yet.