Everything you need to run smooth returns.
From installation to your first completed return: this page covers the full flow. Not finding your answer? Pro customers open a support ticket right from their account.
01 Getting started
Install the free plugin and your returns page is live within minutes:
- Upload the plugin via Plugins › Add New › Upload and activate it. The page "Returns" with the shortcode
[sendbackflow_form]is created automatically. - Fill in your return address under Returns › Settings › Email texts; it is sent automatically with every approval email.
- A returns link appears in your footer automatically. Prefer your own menu? Disable the footer link in the settings.
02 How customers return
Two routes, both with a required return reason and a two-step confirmation:
- Personal link (WooCommerce): the completed-order and invoice emails contain a token-secured link. The form is prefilled and customers select products, quantities and a reason.
- Manual flow: without WooCommerce, or without a link at hand, customers enter their name, order number and email address themselves.
03 Settings in three tabs
Under Returns › Settings everything is grouped in three tabs:
- Settings: notification email, form page, validity of the personal link, retention period (automatic GDPR cleanup) and optional Cloudflare Turnstile bot protection.
- Terminology: adjust the button label, form introduction and confirmation button. Empty a field to return to the built-in translation.
- Email texts: your return address and the approval email; with Pro every email is editable, with placeholders such as
{name},{order_no}and{refund_amount}.
04 Handling returns
Every request lands in the dashboard with status New. From there:
- Approve: the customer automatically receives your return address and instructions.
- Mark received: the package arrived; the customer gets a friendly heads-up that you are processing it.
- Mark completed: the return is finished. With Pro this registers the exact (partial) refund in WooCommerce and announces it by email.
- Pro: reject with a reason, sync the order status and see a returns column in the order list.
05 Warranty claims (Pro)
A request with the reason "defective or damaged" automatically becomes a warranty claim (EU legal guarantee). It carries a warranty badge in the dashboard, and on completion you choose: refund, or repaired/replaced (the customer gets the matching email, and no refund is registered for a repair or replacement).
06 License & sites (Pro)
Bought Pro? Every site connects to your account with its own site token:
- Add the site in your account under Licenses & sites (Add site), copy the token and paste it under Returns › Settings › Site token (Pro). Pro switches on right away.
- Your plan sets the number of sites: Pro 1, Pro 5 or Unlimited. Manage and disconnect sites anytime in your account under Licenses & sites.
- Updates for the Pro add-on arrive right inside WordPress, like any other plugin.
07 Support
Stuck, found a bug or missing a feature? With an active Pro plan you open a support ticket right from your account; we normally reply within two business days. Using the free plugin? This documentation and the FAQ below are kept up to date with every release, and billing questions are always welcome at support@vivix.design.
Frequently asked questions
How long does the personal return link keep working?
As long as you configure: 90 days by default, minimum 14. Customers whose link expired can always use the manual form on your returns page.
Who pays for the return shipment?
That stays your policy. SendbackFlow sends your instructions and return address; you decide whether to include a prepaid label or let the customer pay for shipping. Carrier label integration is on the roadmap.
Can customers return part of an order?
Yes. Via the personal link customers select products and quantities. With Pro, completing the return registers the matching partial refund in WooCommerce, including proportional VAT.
How do I use the 14-day money-back guarantee?
Open a support ticket from your account or email support@vivix.design within 14 days of your first purchase. We refund through Paddle to your original payment method, usually within 5-10 business days.
Does SendbackFlow require WooCommerce?
No. With WooCommerce you get the full experience (personal links, prefilled forms, refunds); without it, customers fill in their details manually, ideal for services and social selling.
What about the EU legal guarantee?
EU consumers have at least two years of legal guarantee on defects. With Pro, a request with the reason "defective or damaged" automatically becomes a warranty claim, with a structured repair, replace or refund decision in your dashboard.
Does it refund my customers automatically?
Pro registers the exact (partial) refund in WooCommerce when you complete a return, including proportional VAT. The payout itself runs safely through your own payment provider.
Can I cancel my Pro subscription at any time?
Yes. Cancel whenever you like from your account at app.vivix.design; no renewal will be charged and Pro keeps working until the end of the paid period. There is also a 14-day money-back guarantee on new purchases.
Will I get a proper invoice with VAT?
Yes. Purchases are processed by Paddle as merchant of record. You receive a VAT invoice automatically, and business customers can enter their VAT number at checkout for reverse charging.