Help and support for RETEX
Operated by ARSHIVE GROUP - FZCO, a Dubai free zone company, licence number 64407, IFZA Business Park, DDP, Premises no 64407-001, Dubai Silicon Oasis, Dubai, United Arab Emirates. Support email: support@retexapp.com. Last updated: 2026-10-13.
This page is for merchants and their staff who use RETEX on a Shopify store. If you are a customer of a shop and you want to return something, start on that shop's own returns page (see section 4); the shop, not us, decides whether and how it accepts your return, and it answers questions about your order.
Other pages: Privacy Policy · Terms of Service · Data Processing Agreement · Sub-processors · Retention · Cookies · Accessibility
1. Contact and response times
| What | How | When we answer |
|---|---|---|
| Questions, problems, feature requests | support@retexapp.com | Within 2 business days; replies in English |
| Support hours | Monday to Friday, Dubai time (GST, UTC+4), except UAE public holidays | Outside these days we answer on the next working day |
| Privacy requests (merchant or staff account data) | support@retexapp.com, subject "Privacy request" | Within one month at most (see the Privacy Policy) |
| Security problem or suspected data breach | support@retexapp.com, subject "Security" | Treated as a priority; we aim to reply within 24 hours |
These times are our target for the support channel, not a service guarantee, unless a paid plan in the Shopify listing
says otherwise. When you write to us, please include your shop's .myshopify.com address, the request reference you
see in the app, what you expected, what happened, and a screenshot if you can. Do not send passwords, API keys, card
numbers or customers' personal data that we do not need to answer you.
2. Install and first run
- Install RETEX from the Shopify App Store. Shopify shows the permissions the app asks for; approve them.
- Open the app from your Shopify admin. A setup checklist guides you through the first run. It does not change anything in your storefront by itself.
- Accept the Terms of Service and the Data Processing Agreement (a checkbox with links). Carrier and mailbox settings stay locked until you accept. Customers can still send requests whatever the state of your setup.
- Choose a plan (see section 7). Every plan starts with a 30-day free trial and includes all features; you can change plan later.
3. Setup checklist
| Item | What to do |
|---|---|
| Terms and DPA | Accept them once for the shop. We store when and which version |
| Store details and trader details | Enter your legal name, geographical address and email, and your phone number if you have one. These appear on the model withdrawal form and in customer emails, so customers know who the seller is. Use your own details, never ours |
| Support / reply-to email | The address customers reply to. Replies to our notification emails go to this address, not to us |
| Languages | Choose which of the five portal languages you want to offer (section 5) |
| Return policy | Set the return window, the reasons customers can pick, and any return fee. Defaults are neutral: no fees and no bonus |
| Carrier or manual mode | Choose how return labels are made (section 6) |
| Portal link | Add the returns page to your store menu or footer (section 4) |
| Return-fee disclosure | If customers pay return costs, they must be told before they buy. The app creates text you can paste into your shipping or refund policy page. Tick the item when you have done it |
| Plan | Choose a plan on Shopify's plan page. The item is done once Shopify confirms the plan |
You can open the checklist again at any time from the app. The help link and the support email are on the setup page.
4. The customer portal
Your customers use a returns page that runs inside your own storefront at:
https://<your-shop-domain>/apps/returns
Replace <your-shop-domain> with the domain your customers see (your primary domain, or the .myshopify.com domain
if you have no custom one).
- In the Shopify admin go to Online Store → Navigation and add a menu item such as "Returns" that links to
/apps/returns. Many shops put it in the footer menu. - Test it in a private browser window, with a real order from your store.
- Customers find their order with the order number and the email address used for the order. After several wrong attempts the page asks them to wait before they try again.
- Customers choose the items, the reason, and whether they want a return, an exchange, or (where you allow it) store credit. They can also use the withdrawal button ("withdraw from contract here") on the page to withdraw from the purchase electronically. They receive an acknowledgement email with the content of the notice and the date and time it was sent.
The portal does not set cookies and has no sign-in. If the page shows "not found" for a real order, see section 9.
5. Languages
The customer portal and customer emails are available in English, Lithuanian, Latvian, Estonian and Polish. The portal picks the language from the address of the page, then the storefront language, the order language and the shop language, in that order. The admin app is available in the same five languages.
6. Carriers and labels
| Mode | What it does | Where |
|---|---|---|
| Manual | You decide how the customer sends the item back and give instructions; you can upload or attach a label yourself | Any country |
| UNISEND | Return labels and parcel-locker drop-off for Lithuania, Latvia and Estonia | You need your own UNISEND business account; you enter its credentials in the app |
| InPost | Locker and point returns and return codes for Poland | You need your own InPost business account; you enter its credentials in the app |
Carrier credentials are stored encrypted, per shop, and used only to make the labels you ask for. The carrier's own agreement and prices apply to the shipments. If you want a different carrier, tell us at support@retexapp.com; more carriers are planned.
Before you go live with a carrier, use that carrier's test (sandbox) environment if it offers one, and make one trial return. Please do not use the test settings for real customers.
7. Plans and billing
- All charges go through Shopify. The plans, prices, trial and limits are shown in the Shopify App Store listing and in the Shopify admin under the app's plan page. We cannot take payment in any other way and we do not see your card.
- You change or cancel a plan in the Shopify admin (Settings → Apps and sales channels → RETEX, or the app's plan page). Shopify's rules for trials, proration, taxes and refunds apply.
- Every plan includes all features, including carrier labels, the support inbox and statistics, during the 30-day free trial and after it. Plans differ in how many return requests they include in a rolling 30-day period; requests from customers and from your team both count. When the allowance is reached, your team cannot create new requests in the app until the count drops or you choose a higher plan. Existing requests keep working, and a customer can always send a request or withdraw from a purchase.
- Until Shopify confirms your plan (just after install, or if a subscription ends), carrier labels, the support inbox and creating requests in the app are unavailable; the plan page says so. Customers can still send requests.
- For invoices and payment problems, contact Shopify first. For questions about what a plan includes, contact us.
8. Refunds, store credit and exchanges
- You approve a request in the app, then issue a refund to the original payment method, store credit (Shopify store credit on the customer's account), or a replacement order. Store credit needs your shop's new customer accounts and an order with a customer; with classic (legacy) customer accounts, or for a guest order, the store-credit option is hidden and refunds go to the original payment method. Check the amounts before you approve: Shopify executes the action and we cannot reverse it.
- The EU rules give consumers 14 days to withdraw from a distance purchase, and you must refund within 14 days of being told they withdraw. The app shows the refund due date on each withdrawal so you can plan. Neutral defaults in the app are not legal advice; check your return policy with your own adviser.
- Store credit is always the customer's choice. It is never selected for them.
- Orders paid in a different currency from your shop's (Shopify Markets) are refunded in the currency the customer paid.
- Old orders. Until Shopify approves wider order access for RETEX, the app can only see orders from the last 60 days. The return window you set is capped accordingly, and a customer with an older order sees a message to contact the shop.
9. If something does not work
| Problem | What to check |
|---|---|
| The returns page gives a 404 | The app is installed, the menu link is exactly /apps/returns, and you are not using a password-protected storefront |
| A customer says "order not found" | The order number and email match the order exactly (including #); the order is not older than the limit in section 8; the order is fulfilled (unfulfilled orders are not returnable online by default) |
| "Too old to handle online" | The order is older than the order-access limit; deal with it in the admin by hand or ask the customer to contact you |
| No label was made | The carrier credentials are valid and, in a test mode, that the carrier's sandbox accepts the address; the request status is "approved" |
| A refund or store credit failed | The error text on the request. Common causes: the amount is more than Shopify allows for that order, the order is already fully refunded, or the shop uses classic (legacy) customer accounts, which do not support store credit |
| Emails do not arrive | Customers' spam folders; the reply-to email is valid; if you use your own mail server, the credentials are correct |
| The app shows no data | Open the app from the Shopify admin again. If you reinstalled shortly after uninstalling, tell us |
If it is still not working, write to support@retexapp.com with the details from section 1.
10. Privacy requests and your customers' data
- Your customers' requests (access, correction, deletion): the customer should ask you, the merchant, because you decide why and how their data is used. You can find, export and delete a customer's data inside the app, or you can ask us to help at support@retexapp.com. Shopify also forwards the customer's data requests and deletion requests to us automatically, and we act on them within the deadline Shopify sets (30 days).
- If a customer writes to us directly, we tell them to contact the shop and we tell the shop. We do not answer in place of the merchant.
- Your own account data (name, email, messages to us): write to support@retexapp.com, subject "Privacy request".
- Uninstalling. About 48 hours after you uninstall, Shopify tells us to delete the shop's data and we do. If you want a copy first, export what you need while the app is still installed, or ask us before you uninstall. Details are in the Retention page.
11. Accessibility
If you or a customer cannot use a part of RETEX because of a disability, tell us at support@retexapp.com. See our accessibility statement.