Frequently asked questions

Revoop is a returns and exchanges tool for e-commerce merchants that steps in between a return request and a cash refund. Before a refund, it offers the customer an exchange for another in-stock option (for example another size or colour) or bonus store credit, so the revenue stays with the merchant.

If the customer does not want an offer, the standard refund is always one click away.

It is built for e-commerce merchants selling on their own storefront or on marketplaces who see returns as lost revenue. Instead of messaging customers one by one, your team deals only with the returns that need attention, while managers track recovered revenue, return reasons and returns per product.

The product is category-neutral: from apparel to electronics, home textiles to books, every product is handled with its own options (size, colour, storage, dimensions and so on).

Depending on the merchant’s rules and live stock, there are three options: an exchange, bonus store credit and a standard refund. An exchange uses another in-stock option of the same product (for example another size or colour) or, if the merchant enables it, a different product.

With store credit the customer receives the return amount plus a bonus set by the merchant, for example 575 TL instead of 500 TL. The standard refund follows the merchant’s usual return procedure.

No. Physical shipping, warehouse operations and money transfers are outside our scope. The return shipping code comes from the merchant’s existing carrier agreement and we only pass it on; we do not do pickups, run a returns warehouse or inspect items.

We never collect payments from or send money to customers. Cash refunds are processed by the merchant in their own admin, following their own procedure.

No. Revoop works on top of your existing platform and carrier agreements. Orders, stock, coupons and exchange orders stay on your platform.

We read your store’s information through the connection you set up and, when a customer accepts an offer, create the required record on your own platform.

Yes. Customers make their return and exchange choices themselves with buttons, and an accepted offer is applied on your platform without human intervention. The coupon or exchange order is created automatically.

If that record cannot be created on your platform, the return goes to the "Needs attention" list, where your team can retry with one click or switch it to a standard refund.

The dashboard shows recovered revenue, retention rate, incentive cost, success fee and customers retained. You can see which products are returned and why, and download the data as a file that opens in Excel (CSV).

Every Monday morning a summary of last week’s returns, recovered revenue and reasons, compared with the previous week, appears in the dashboard and is emailed to store owners.

Yes. The standard refund is visible on every screen and in every message and can be chosen with one click. No setting can turn this option off or hide it.

No design hides it, delays it or pressures the customer to stay. The same rule applies to the return button on your site and on WhatsApp.

The customer reaches the return portal, designed for phones first, from the return button on your site. A return request can also start from a notification sent by your platform.

In that case, if the customer has a phone number and has opted in, they receive a WhatsApp message with buttons; otherwise the portal link is sent by email or SMS.

No, customers do not create an account. They enter their order number with their email address or phone number and verify with a 6-digit one-time code sent to that channel.

A secure link from your site can also take them straight to the order. If the details do not match, nothing about the order is shown, so no one else can see your customers’ orders.

Yes, the portal uses your store’s logo and colours. It is designed mobile-first and can be used with one hand.

Every step shows a progress indicator. The portal also works with a keyboard and a screen reader, and text stays readable whatever your store’s colours are.

Yes. Customers can accept an offer or choose the standard refund using the buttons in the WhatsApp message, with the same result as in the portal. A message is sent only if the platform policy allows it, the customer has a valid phone number and has opted in, and your WhatsApp connection is active.

Only information messages approved in advance by WhatsApp (Meta) are used; no campaign or marketing messages are sent. If the customer replies "STOP", they receive no further messages.

No. The customer flow runs entirely on buttons and your rules, and customers are never shown text written by AI. There is no general-purpose chatbot either.

If a customer types free text on WhatsApp, they get a fixed reply pointing them to the buttons and the portal link.

Yes. If the item arrived defective, wrong, with missing parts or damaged in shipping, the customer can optionally attach up to 3 photos. Photos are not required and do not change the offers; they are there for your review.

Details saved inside the photo, such as its location, are removed; the photo is stored encrypted and deleted 90 days after the return is closed.

For storefronts, Shopify, WooCommerce, ikas, Shopier and IdeaSoft are supported. For marketplaces, Trendyol, Hepsiburada, n11 and İdefix are supported.

No. The offers available depend on what each platform supports. For example, if a platform cannot create coupons, store credit is not shown, and if it cannot create exchange orders, no exchange is offered.

This way the customer is never shown an offer that cannot be fulfilled. The standard refund is always available on every platform.

Yes. The shipping code comes from your existing carrier agreement or platform integration. Revoop does not provide its own carrier contract or bill for shipping; it only passes the code on to the customer.

Shipping, receiving and inspecting returned items continue under your current processes.

Yes. A single line of code adds a "Returns and exchanges" button and a window that opens the portal on your site. You just add your site’s address in the settings; the portal opens inside a window only on sites you allow.

The button does not change your site’s design and reads nothing from your page. Customers use the same return flow without leaving your site.

The customer can continue the same flow as a full page in a new tab. The window always shows an "Open in new tab" link at the top.

If you have not added your site’s address in the settings, the button opens a new tab directly instead of a window, so the customer never sees an empty window.

The dashboard shows the state of each connection and flags one that has a problem. Actions that could not be completed on your platform (such as creating a coupon or an exchange order) are retried automatically.

Returns that still cannot be completed appear in the "Needs attention" list, where you can retry with one click or switch the return to a standard refund.

No, an out-of-stock option (such as a size or colour) is never offered. Stock is checked on your platform before an offer is prepared and again at the moment the customer accepts it.

For exchanges with a different product, only in-stock options are shown, and price and stock are checked again on your platform at acceptance.

For items that arrived defective, wrong, with missing parts or damaged in shipping, the customer is offered only a free exchange or the standard refund. There is no attempt to persuade them with incentives such as bonus credit.

These reasons can never be hidden from the customer and cannot be switched off by any category rule.

No. The rules you set decide the offers, and the same situation always gives the same offer.

On each return’s page, the "Why these offers?" section shows which of your rules applied and which offers were not shown, and why.

You set bonus rates, the offer types to show, categories excluded from incentives, the return window and the abuse threshold in the dashboard. For example, you can write rules such as "10% bonus on discounted items, 15% in season" or "15% gift voucher on orders over 500 TL".

You manage rules with simple forms, with no code required. You also set how long credits and offers remain valid.

Yes. You can preview your draft rules on your past returns before publishing them. The preview shows how often each offer would appear and how the estimated incentive cost would change.

Every edit to your rules is saved as a new version, and the version history is visible in the dashboard.

Yes. You can set a different return window per category, or mark a category as returnable only when faulty, or as non-returnable. For example, hygiene products might be returnable only if defective and personalised products not at all.

Returns of defective, wrong, incomplete or shipping-damaged items can never be closed by any rule. If you enter a window shorter than 14 days, the dashboard warns you about the statutory withdrawal period for distance sales; legal compliance remains the merchant’s responsibility.

Yes, if the merchant enables it the customer can exchange for a different product; the feature is off by default. If the new product is cheaper, the difference becomes store credit without a bonus; if it is more expensive, the difference is paid through an order with a payment link created on your platform.

If the customer does not pay the difference, the return reverts to a standard refund when the time limit expires. This offer is available for Shopify stores; on other platforms it is not shown to the customer.

Yes. The abuse shield shows no offers to customers who exceed the limit you set and sends them straight to the standard refund. For example, if more than one return has been made with the same phone or email in the last 30 days, no incentive is given.

These customers can still choose the standard refund with one click as usual.

AI is used only as an advisor that produces suggestions and summaries, and it is off by default; only the store owner can turn it on. For example, it suggests a return reason from the customer’s note, turns a sentence you write in plain language into a rule draft, or picks the highlight for the weekly summary.

A person applies or ignores every suggestion: the customer does not have to accept a suggested reason, and you publish rule drafts yourself. Offer decisions and marketplace approvals never rely on anything the AI produces.

There is no setup fee and no fixed monthly fee; we charge a success fee only for returns that stay in your store. The success fee is a percentage of the exchange and store credit value that was successfully created on your platform; the bonus added to store credit is part of that value.

If there is no recovered revenue, there is no success fee. Your fee terms are shown on the Billing page.

Recovered revenue is the amount that stays with the merchant because a return was resolved with an exchange or store credit instead of a cash refund. Only records successfully created on your platform count; the bonus given to the customer is not added to it and is shown separately as incentive cost.

It is calculated net of transactions that were later cancelled or undone. The success fee is calculated on the full offer given to the customer (bonus included).

Yes. On the Billing page, each line shows the return and the exchange order or store credit it came from, the revenue recovered, the amount the fee was calculated on and the success fee charged for it. An exchange that is free under your terms, for example of a defective item, is marked with the reason.

Lines are never changed afterwards; if a correction is needed, it is added as a separate line with its reason.

No. A standard refund does not create recovered revenue, so it does not generate a success fee. The success fee is calculated only on exchange and store credit value successfully created on your platform.

No. A coupon or exchange order that could not be created on the platform is not recorded as recovered revenue. If a payment link for a price difference is not paid, no success fee is charged either.

For exchanges with a different product, recovered revenue is recorded when the customer pays the difference.

Store credit is charged when it is given. If the credit expires without ever being used, the fee is taken back automatically; if part of it was used, the fee stays.

If your sales channel does not show us whether the credit was used, the fee stays; you can then object from the Billing page.

No. Approving or rejecting return claims from marketplaces in the panel is free; these claims never generate a success fee.

Personal data such as customer name, email, phone, address and return notes is stored with strong encryption and never in readable form.

Customer contact details are partly hidden in the dashboard; only authorised team members can see them in full by choosing "show", and that action is recorded in the audit trail. Only the data needed to handle the return is collected.

Each store can see only its own data. This is enforced by two independent safeguards, so even if one failed, the other would still protect your data.

No other store can ever see your returns, your customers or your sales figures.

We act as a data processor on behalf of the merchant. A data processing agreement is accepted during onboarding, and sub-processors are listed in it.

When a customer requests deletion, their personal data is anonymised while financial records and statistics are kept.

Personal data linked to a return is anonymised 2 years after the return is closed; financial records and statistics remain. Return photos are deleted 90 days after the return is closed.

All retention periods are listed in our privacy policy.

Yes, there are three roles: owner, admin and viewer. The owner manages everything, including the team, roles, whether two-step verification is required, AI permission and marketplace auto-approval; the admin runs all operations such as rules, integrations and returns; the viewer can see everything but cannot change anything.

Role changes take effect immediately. A user can belong to several stores with different roles.

Yes. Every user can turn on two-step verification with an authenticator app such as Google Authenticator. The store owner can make it mandatory for the whole team.

In case you can’t reach your phone, setup gives you 10 recovery codes; each code can be used once.

The AI features are off by default, and no customer text is sent to the AI without the store owner’s permission. When enabled, only the customer’s free-text note is sent, with emails, phone numbers, IBANs, card numbers, national ID numbers and address fragments masked first.

Customer, order and address details are never sent to the AI. The text sent to the AI and its replies are not stored; only usage statistics are kept.

No. The Revoop team cannot see your customers’ details, your sign-in details or your store connection keys; they only see summaries such as your store name, team members, whether your connections are working and totals.

Our staff cannot change your store data or sign in as you. Every action they take is written, with the reason, to the audit trail in your panel, where you can see it.

On marketplaces, Revoop reads return claims, produces an approve or review recommendation for each one and sends your decisions to the marketplace. Trendyol, Hepsiburada, n11 and İdefix are supported.

No. On marketplaces the return flow runs inside the marketplace itself and no offers are shown. Marketplaces mask customer contact details, do not allow off-platform contact and do not let sellers create coupons or exchange orders.

So on marketplaces the focus is on speeding up claim decisions and analysing return reasons.

Yes. The store owner can enable auto-approval and optionally set an amount cap. Only claims that the rules recommend approving and that are waiting for a seller decision are approved automatically.

Claims outside the return window, above the amount cap or with an unspecified reason stay in the "Pending action" list with the reason shown.

No. The system never sends a rejection on its own; a rejection always comes from a person. Automation can only approve.

This limit is deliberate, because a wrong rejection can harm the customer and lead to marketplace penalties and legal risk.

Return reasons from marketplaces are grouped under the same headings as returns from your own store, and the marketplace’s original reason is still shown on the claim details. This way you see reasons such as missing parts, shipping damage or incompatibility across all your sales channels together.

If the customer chose "Other" and wrote a note, the reason described in the note is shown to you only as a pointer; how the claim is resolved is always up to your rules and your decisions.