Admin / New feature

Self-serve returns and cancellations
can now be turned on/off "per market"

Previously this was a single store-wide setting. Now, in addition to the store default, you can set whether self-serve returns and cancellations are available for each market individually.

What's on this page
  1. What's changing (in 30 seconds)
  2. How it works: store default and per-market settings
  3. Setup steps (5 steps)
  4. What changed and what to watch for
  5. Before vs. now
  6. 5 key points for developers
  7. 3 business use cases
  8. One-line summary for proposals

1What's changing

Until now, self-serve returns were a single store-wide setting . When turned on, buyers in every market could request returns and cancellations themselves.
Starting now, you can turn returns and cancellations on/off individually for each market .

Before: store-wide

When turned on, buyers in all markets can request returns and cancellations. No per-market control.

Now: per market

After setting the store default, you can select markets and turn returns and cancellations on/off for each one.

2How it works: store default and per-market settings

Order Actions Settings → Customer accounts → Order Actions → Manage Select Order Status Store default (Default) Return Cancel Select a market Market A Return Cancel Market B Return Cancel Market C Return Cancel
The setting is "Store default" and "Market-specific" — two layers. Use the dropdown at the top to switch the target (the default or a specific market), then set the Return / Cancel toggles for each.
The article doesn't explain how market-specific settings take precedence over or inherit from the default.

3Setup steps (5 steps)

1

Open Order Actions

Settings → Customer accounts → Order Actions → Manage.

2

Select Order Status

Choose it from the dropdown at the top.

3

Open the settings panel via the gear icon

Find the Return and Cancel toggles.

4

Set and save the default

Choose ON/OFF as the store default and save.

5

Select a market and repeat

Pick a market at the top and configure settings just for that market.

4What changed & things to watch

No migration needed

Existing settings carry over automatically

Your current settings have already been migrated as-is. No migration or re-enabling is required.

Easier to compare

Shown alongside third-party return apps

The new toggles appear in the checkout editor next to third-party return apps, so you can compare Shopify's built-in option with your existing apps before deciding.

Caution

Markets without return rules

For markets without return rules, a link to the settings page is shown.

If you turn on self-serve returns without return rules, orders placed in that market can be submitted for return with no time limit. Before turning it on for a market, be sure to set that market's return rules (such as the return window).

5Before vs. now

ItemBeforeNow
Configuration scope Entire store Only one Per market Default + per-market settings
Returns and cancellations When ON, buyers in all markets can submit requests Return / Cancel set with separate toggles
Existing settings — Carried over automatically No action needed
Comparison with third-party apps Not specified Shown next to apps in the checkout editor
Eligible plans & pricing Not specified

65 key points for technical teams

1. A two-layer structure: "default + per-market"

Use the dropdown on the same screen to switch between the default and individual markets. It's easiest to set the default first, then configure only the markets that are exceptions.

RET CXL

2. Returns and cancellations are separate toggles

Return and Cancel can be turned on or off separately, so you can set up combinations like "cancellations only" or "returns only" for each market.

3. No rules set = returns with no time limit

If you turn this on for a market that has no return rules, customers can request returns with no time limit.Set up return rules before turning the toggle on— make this order part of your runbook.

4. Compare side by side with third-party return apps

In the checkout editor, the built-in toggle appears next to third-party return apps. The article doesn't say how the built-in feature and apps work together or what happens when you switch between them.

API ?

5. API and webhook support not specified

The article covers only the steps in the admin. It doesn't say whether per-market return and cancellation settings can be read or written through the API. If you run many markets, plan to set them up manually in the admin first.

73 practical use cases

USE CASE 1

Cross-border: automatic returns at home, inquiry-based returns abroad

Challenge
You want to turn on self-serve returns for domestic customers, but a store-wide setting would also let buyers in international markets submit requests, so you haven't turned it on.
Solution
Turn the store default OFF, then turn Return / Cancel ON only for the domestic market.
Impact
Domestic returns are handled automatically, and international returns keep going through your current process.
Tech note
Set return rules for the domestic market before turning it on (without them, returns can be requested with no time limit).
App Built-in Compare and decide
USE CASE 2

Reviewing third-party return apps

Challenge
You need information to decide whether to keep using a third-party return app or switch to Shopify's built-in feature.
Solution
In the checkout editor, check the built-in toggle shown next to your current app, and decide for each market whether the built-in feature is enough.
Impact
The decision to keep or replace an app can be made on the same screen.
Technical note
The article doesn't describe what happens when both the standard feature and an app are enabled at the same time. Verify the switch in a test environment before making it.
USE CASE 3

Turn return settings into a checklist when opening a new market

Challenge
Each time a new market is added, return settings may be missed, or the market may go live with no return deadline.
Approach
Add "① Set return rules → ② Configure Return / Cancel for that market in Order Actions" to the market launch procedure.
Impact
Return conditions can be set for each market before launch, preventing unexpected return requests.
Technical note
For markets without return rules, a link to the settings page is shown, so make checking it a checklist item.

8One-line summary for proposals

"Self-serve returns and cancellations can now be turned ON/OFF per market
Existing settings carry over automatically, so no migration is needed —but turning it ON without return rules set means returns with no deadline, so watch out for that."