This article walks through the steps and settings for configuring returns with LVK.
Ways Customers Can Return Their Items
Setting Return Parameters
How to Charge For Return Label Cost
You must be pre-approved for returns before getting started. Email support@lvk.com for pricing and approval.
Ways Customers Can Return Their Items
1. Using labels provided by LVK
When enabled, customers can receive a pay-on-use USPS return label — no need to source their own postage.
Pay-on-use return labels can be charged to the customer or to you. See Return Reasons for details.
2. Using their own labels
When enabled, customers can print a Self-Return label — which includes the customer and return addresses but no valid postage. The customer must provide their own postage.
Setting Return Parameters
To update these settings, go to Settings > Returns.
Under Settings, you'll find Returns on the right-hand side.
How long after shipping will you accept items to be returned?
Sets the number of days after shipment that a customer can initiate a return.
Example: Entering 30 gives customers 30 days from the ship date to create a return. Entering 0 disables customer returns.
Which countries will you accept returns from?
- LVK accepts returns from any country when customers use their own shipping label.
- LVK's platform only supports paid return labels within the U.S. and Canada.
- Cross-border and international returns are not supported.
- Pay-on-use labels are not available outside the U.S. and Canada — customers must provide their own postage.
What happens if an item is sent to the wrong address?
If the package is already in transit, nothing can be done until it's delivered. At that point, the recipient can refuse the package or contact you to initiate a return.
We recommend shipping a replacement to the correct address right away while waiting for the misdelivered package to be returned.
Flat rate shipping cost
- Set a flat return shipping cost here if applicable.
- When a customer selects a return reason with a "Flat Rate Shipping" payment policy, this amount is deducted from their refund instead of the actual label cost.
Do not allow returns of items whose value is less than…
Set a minimum return value here. Returns where the total item cost falls below this threshold will be blocked.
Example: With a minimum of $10.00, a customer trying to return a $5.00 t-shirt and a $3.00 hat ($8.00 total) would not be able to proceed.
Where should returns be sent?
Sets the default return location for returns made through the Return Widget. The selected address will appear on the return label.
Contact details for returns
Shown to customers when an error occurs or when the selected return reason requires them to contact you.
Phone number only
Customer sees: "This return requires contacting the merchant: Call {phone number}"
Email address only
Customer sees: "This return requires contacting the merchant: Email {email address}"
Both email and phone number
Customer sees: "This return requires contacting the merchant: Call {phone number} or Email {email address}"
Neither email nor phone number
Customer sees: "This return requires contacting the merchant"
Returns that arrive at an LVK DC without proper identification will be disposed of. All returns must include at least one of the following: invoice, order number, or customer name.
Return Reasons
Create and manage the list of return reasons shown to customers in the Return Widget.
Reason
The text shown to the customer when selecting a reason.
Description
Internal notes on the reason — not visible to customers.
Return & Payment Policy
- Not Returnable — Customer cannot create a return.
- Flat Rate Shipping — The flat rate cost is deducted from the refund instead of the actual label cost.
- Return Paid by Store — No label cost is deducted from the refund.
- Return Paid by the Customer — The label cost is deducted from the refund.
Required to Call the Store
If checked, customers selecting this reason will be asked to contact you and cannot proceed with the return online.
Internal Use
If checked, this reason is hidden from the Return Widget and only visible to you and your staff when creating internal returns.
How to Charge Customer for Return Label Cost
The label cost is deducted from the customer's refund rather than charged directly.
Example: A customer returns a $20.00 item but owes $8.27 for the return label. Instead of a $20.00 refund, they receive $11.73.
How long does it take to process returns?
Compliant returns are processed within 5–7 business days.