New features and improvements
Written by Support Team
Updated at March 24th, 2025
Table of Contents
January - February 2025
Modify an exchange request in to a refund request
You can now modify an exchange request in to a refund request to the same payment method used to process the purchase. This feature only applies to non-instant transactions that have not yet been accepted.
You can find all the information here.
Modify the return method
You can modify the returnmethod that the customer chose when processing the request.
More information here.
Initiate a claim associated to a return label
You can now initiate a claim if the customer followed the return instructions when returning the package, but it hasn't been delivered to the warehouse. This feature only applies to labels generated with a Reveni contract.
You can find all the information here.
December 2024
Return sub-reasons
You can now add sub-reasons to existing return reasons, enabling product teams to gain more accurate insights into the performance of each item.
New branded tracking page
Deliver a seamless experience by replacing carrier tracking pages with a branded page that displays the status of exchanges and returns using your brand’s identity. Customers will still find the carrier link within this page.
Exchanges for other products in Prestashop
Brands using Prestashop can now offer customers the option to exchange for other products. For more details, contact merchants@reveni.io.
Access a customer's full transaction history
Easily review all exchange and return transactions for a customer via a direct link available in the details of any transaction.
Formatted return instructions
Enhance your return instructions with rich formatting options such as bold, italics, or hyperlinks. Customize the instructions for each return method directly from the Logistics section.
November 2024
Autonomous resolution of customs issues
You can now autonomously resolve labels that fail due to missing customs data. More information here.
Proof of delivery in the timeline
You can now view the proof of delivery uploaded by customers through the Customer Dashboard directly in the timeline.
Set the reference date for returns
You can now choose which reference date to apply in your return policy: purchase date, shipping date, or delivery date.
Remove the cost of returns or exchanges
If you need to waive the return or exchange cost on a non-instant transaction, you can now do so by editing the refund amount, just as you can adjust the refund method.
Quick access to the Customer Dashboard
You can now access the Customer Dashboard directly from the transaction details via a new link. This makes it easier to share with your customers when needed. Keep in mind that customers already receive this link in all communications we send them.
Customize the SKU name for exchanges
When customers need to pay the exchange fee, we previously used a default name ("Reveni exchanges fee total") visible at the Shopify checkout. Now, you can customize the SKU name to ensure customers clearly understand the charge. – Contact us at merchants@reveni.io if you want to update it.
User mentions in transactions
You can now mention other platform users directly from the transaction details. Simply type @ followed by your teammate’s name. When mentioned, they’ll automatically receive an email notification.
New portals: Cancellations and RTS
We’ve introduced two new types of portals: one for cancellations and another for RTS (returned to sender). If you handle a high volume of refunds or cancellations, you can now set up an automated flow to share these portals with your customers, enabling them to manage their requests easily. For more information, contact merchants@reveni.io.
October 2024
Return reference for UPS
Since UPS doesn’t allow adding a return reference to the label, we’ve included this information in the customer name field. This makes it easier for the warehouse to identify the owner of the received package.
Update the refund method
For non-instant transactions, you can now adjust the refund method from the validation page if the customer changes their mind. Learn more here.
Warehouse address customization
You can now edit the destination address from the “Locations” section in the dashboard and link it to your preferred shipping method. Additionally, you can add multiple destination addresses for greater flexibility.
Refund notes in Shopify
We’ve improved the way we display that an order has been refunded in Shopify, making it clearer to streamline the management of these orders.
Creating additional return labels
Previously, you could only create new return labels for orders that had not yet been shipped. Now, you can request new labels even if the order status is “shipped” or “received.”
Differentiation of non-instant transactions
We understand that it can sometimes be confusing to remember that instant transactions and non-instant transactions have different flows regarding the issuance of refunds and new exchange orders. Therefore, we have added a tag to non-instant transactions, making it easier to identify these types of requests when performing any operations.
Clarification in communication regarding non-instant exchanges
We’ve noticed that some customers requesting a non-instant exchange are not fully aware of when they should make the payment (if applicable), which is after the product has been validated or accepted by the warehouse. To address this, we have enhanced the email communications for these requests, ensuring that the information is clear and easy to understand.
September 2024
Randomized return reasons
To avoid bias when selecting the return reason, you can now activate an option that displays the reasons randomly to customers. This way, you can identify which reasons are truly the most common, eliminating any bias in the selection.
Return label available at the end of the process
Customers can now access the return label at the end of the process in the portal, eliminating the need to search for it in their email. This simplifies the process and enhances the user experience.
Additional information on transfer failures
Sometimes, instant transfers can fail if the account is blocked. When this happens, we automatically contact the customer to request a new account. Previously, this information was not displayed in the request details, which could lead to confusion. Now, you can clearly see this information in the transaction timeline, helping you better understand the status of the operation.
Customize the return label prefix
Previously, return or instant exchange labels had a prefix in the format "IR-XXX" to facilitate the management of these orders at the warehouse. Now, you have the opportunity to customize this prefix and tailor it to your specific needs. To update it, please contact merchants@reveni.io.
Filter by exchange order creation date
You can now filter orders to view only those whose change order was created within a specific date range.
New filter design
We’ve redesigned the filter management popup to make it easier to find the field you want to apply a filter to.
New icon for internal comments
You can easily check which transactions include comments on the timeline, made by any member of the team. They are always private, so clients will not be able to see them. Greater visibility and control over your daily operations!
New navigation bar
New tracking status
We've improved our tracking system! From now on, the tracking will have new statuses that will allow you to manage requests more efficiently with multiple shipments, as well as offering you more control over possible incidents. Everything is designed to give you an even more agile and transparent experience!
Refund confirmation
To ensure that all customers know when they receive their refund, we will send an SMS once the refund has been issued.
Payment link for non-instant changes
You can now resend the payment link to customers who have requested a non-instant change and cannot locate the email with the link to pay a pending amount.
Spanish postcode validation
We have implemented a postcode validation to minimize instances of failed labels caused by using an incorrect address provided by customers: if the customer types a postcode that does not exist, we will not let them continue with the process until they correct it.
Collection date information
You can now check the collection date on the shipping details on the shipping details. It was only available vie email.,
Downloading files
It is now possible to download a CSV file with the indicators from the main page
Request date of collection
From the logistics section, you can choose whether you want to ask your customers the date of collection even, if logistics is not integrated.
Reset the address of the new order (exchange)
Since customers don't realize they can update the address they want to receive the change at, when they request a change we can reset the address we display (the one from the original purchase) so they have to enter an address instead. – Contact merchants@reveni.io if you want to enable this.
Combine Store Credit with other codes
You can now combine Store Credit with other discount codes (order discount, shipping discount, item discounts). To do so, go to the refund settings and edit them.
Link to return policies
From the dashboard settings , you can add the link to your return policies and your help center / FAQ, so that they appear to the customer both in the return portal and in the customer panel.
August 2024
Undo cancelled requests
If you have cancelled a request (manually or automatically) you can reset the status from the transaction details. More information here.
Notification in case of failed return label
If there is an error when creating the return label, we will inform the customer via email, so they have context of what is happening.
Accessibility to the customer portal
When a customer completes a request, we show them the link to the customer portal so they can review the details of their transaction. We also show it in all communications we send to them.
You can see the customer portal link from the Store settings.
July 2024
Sharing rejection information
You can now share images and notes from a rejection with the client.
Improved explanation of transactions
We have added a brief description in the detail of each request to explain when the refund or new order will be issued.
Receiving a rejected order
If you receive a return in the warehouse that was previously rejected, we will email you notifying you of this so that you can correct it.
Redirection in exchange
If a customer requests a return because they received the wrong product, or it was damaged, we will prompt them to request an exchange. – Only available if instant exchanges are enabled.
Failed return label filter
We have added a new filter to display returns that have had a problem with the generation of the return label.
Predefined views
We have created a number of predefined views to make managing operations easier.
New metrics section
We've updated the dashboard home page with a new metrics section.
Allow the customer to request a new home collection
In the event of a failed home collection, the customer can access their Customer Dashboard and request a new collection.
Accepting a previously rejected order
You can now accept an order that was previously rejected for whatever reason from the Merchant Dashboard. – You can see the steps to follow here.
June 2024
Modify customer data
You can now modify customer data if they have entered an incorrect email address, or one to which they no longer have access, or if they want to modify their phone number. – You can see all the steps here.
Resend the email with the return instructions
If the customer has not received the email with the return instructions, or cannot locate it, you can resend it. – You can see how to do it here.
Cancel a Store Credit
You can now cancel a Store Credit from the Merchant Dashboard.
More information here.
Manual Refunds
You can issue refunds manually from the Merchant Dashboard, in case shipping or return costs need to be reimbursed. – You can see all the information here.
Proof of instant refunds
If the customer requests a bank transfer as a refund method, you can find the proof in the ' Documents ' column of the Customer Dashboard. Additionally, you can also find the proof in the request details.
May 2024
Users and permissions
You can now create new users with different permissions. – Find out the steps to follow here.
List of exceptions
- We have added a search engine so that you can easily locate an exception using the order number .
- We have grouped them into:
- Active: The customer has not used it yet, or it has not expired.
- Archived: The customer has used it, or it has expired
You can find all the information about 'Exceptions' here.
Request a new label from a customer
If the customer has an error with the label, or has not received the email with the instructions and the return label, it is now possible to generate a new one from the Merchant Dashboard
You can see step by step how to resend a return label here.
Request a new home collection
You can now request a new home collection if necessary.
You can see the steps to follow to process this request here.
Edit the address of a transaction
If the customer has made a mistake when entering their address in the request, or wants to provide a new one, it is now possible to edit the address and reprocess a new label or collection. – More information here.