Returns are one of the most important customer touchpoints in ecommerce. They can either build trust or leave frustration. In 2025, Shopify has made a big step forward with Self-Serve Returns, a free built-in feature that gives smaller merchants a way to offer a returns portal without extra tools. But as useful as this is, there comes a point where growing stores will need more. That’s where Refundid comes in.

TL;DR
- If your store is processing less than 2 returns per day, choose Self-Serve Returns.
‍- If your store is processing more than 2 returns per day choose Refundid Returns and Exchanges.

What Shopify Self-Serve Returns offers

Shopify Self-Serve Returns lets customers log in, request a return, and receive a response without needing to email or call. For a new or smaller store, this is huge. It takes the stress out of returns by giving both sides a simple process. You can approve or decline requests directly in your admin, and customers know their return is being tracked. If your business is early stage, this is often more than enough.

The reality, though, is that Shopify’s system is designed for the basics. It does not integrate directly into carriers for return labels. It does not support detailed policies, like automatically blocking non-refundable items or offering store credit incentives. It does not allow instant refunds or instant exchanges. For a while, that may not matter. But if your order volumes grow, or your customers begin to expect more, these gaps start to hurt.

Where Refundid takes over

Refundid is designed for the stage after Self-Serve Returns. Instead of simply logging a request, Refundid manages the full return lifecycle. Merchants can build intricate rule systems that fit their policies, from blocking certain products to offering customers a bonus for taking store credit. Refundid integrates directly with carriers, generating labels automatically and making the logistics seamless. Most importantly, Refundid offers advanced features like Instant Exchanges and Instant Refunds, keeping customers happy and loyal.

There’s also the matter of support. Shopify provides documentation but little in the way of live help when things go wrong. Refundid, on the other hand, gives immediate support to clients, making sure that returns don’t become a hidden drag on operations.

For more info on how to manage your Shopify returns see our post here.