When you submit your product data to show Shopping ads or free listings, you may also choose to provide information about your return and refund policies. Return policy is a key factor for people who are making a purchasing decision, and showing your policies on your ads, listings, and Gmail may help the performance of your products.
How it works
To set up returns, youâll need to create return policies in your Merchant Center account. Return policies can be associated with all products, with specific groups of products, or even a single product by using the return policy label [return_policy_label] attribute in your product data source.
Alternatively, you can share your return policy automatically using the Merchant API. Only people with experience in web development should set this up, but once itâs done, anyone can use it. Learn how to share your return policy via the Merchant API.
Examples
| Return scenario | How youâll configure return policies |
|---|---|
| If you've one standard policy for all items you sell | Create a single policy. |
| If you've one standard return policy for domestic sales, but you donât accept returns on international sales | Create one return policy for the country that you accept returns from. Then set up another policy for âinternationalâ countries that you sell to but donât accept returns from. |
| If you've one standard return policy for most items, but certain others canât be returned | Create a single standard return policy that applies to all items. Then, create an exception policy, in which youâll indicate that returns arenât allowed for certain items. In the exception policy process, youâll be asked to create a label, which youâll apply to exception products in your data source.
Some products which commonly canât be returned are personal care items, safety equipment, and customized production like engraving. |
| If you've one standard return policy for most items, but some items have to be returned sooner than others
(for example, premium electronics) |
Create a single standard return policy that applies to all items having 30 days to return. Then, create an exception policy to indicate items with the exception applied that will need to be returned within 14 days.
In the exception policy process, youâll be asked to create a label, which youâll apply to exception products in your data source. |
| Combination | You may have some combination of any of the above, which means youâll need to create a standard policy and multiple exceptions. Then, youâll apply the proper label to relevant products in your data source. |
Requirements
Provide clear and conspicuous refund and return information on your website. Based on information collected from this return policy, Google may show your general return policy on your ads, listings, and Gmail. Any return policy that doesn't meet Google's policies may not be used.
- Make sure that the return policies are applicable not just to defective products, but also to more general cases, such as buyerâs remorse.
- Make sure that the return policy is accessible to all users visiting your online store, without having to log in, sign up, or enter any personal information.
- Confirm that the return policies are consistent in Merchant Center and across your website, for example, in the footer, returns page, and web banner.
- Make sure that your website clearly states how you handle actions related to returns and refunds, for instance, the time frame within which you accept returns, the return method, return fees, and so on.
Add a return policy
You can create a policy that applies to a single country or to multiple countries. Once youâve created a policy, you can add exception policies, and you can add additional countries to any policy later (as long as that country isnât already included in a different policy).
- Go to Shipping and returns under âProducts & storeâ in the left navigation menu.
- Select Return policies and select Add return policy.
- Complete the information in the "Add a return policy" flow, then select Save.
Return policies can be added on the âReturn policiesâ tab under âShipping and returnsâ or âData sourcesâ, or via the Merchant API.
Step 1: Return policy URL
Enter the URL for the return policy on your website.
Step 3: Choose whether you accept returns
- Yes, I accept returns for defective and non-defective products
- I accept returns for defective products only
- No, I don't accept returns
Step 4: Choose whether you accept exchanges
Select from the 2 options whether or not you want to accept exchanges.
- Yes, I accept exchanges
- No, I don't accept exchanges
Step 5: Product condition
Select whether you allow products to be returned if they are:
- Only new products. This includes products that are unopened in original packaging or have never been used.
- New and slightly used products. This includes products that are opened or have been slightly used.
Step 6: Return window
Select the number of days a customer has to return a product from the 2 options:
- The number of days
- Lifetime
Step 7: Window extension
You can extend the return window during certain times of the year like holidays.
Steps to extend the return window
- Select Add an extension.
- Select the date range.
- Add the number of days and no later than date.
Step 8: Return method
Select the various methods that customers can use to return your products, such as:
- In store
- At a drop-off location
- By mail
If you choose to let your customers return the products "by mail", you should also choose how your customers receive the return label. Choose one from the below options:
- Download/print
- In the box
- Customer responsibility
Step 9: Currency
Step 10: Restocking fee
Select how you wish to charge the restocking fee:
- No cost
- Fixed cost
- Percentage of product price
Step 11: Refund processing time
Select the number of days it takes for the customer to receive a refund.
Add an exception policy
To add an exception, youâll need to change the parts of your existing policy that are different for specific products. Then, youâll add a return policy label [return_policy_label] so you can assign this exception to specific products in your data source.
- Go to Shipping and returns under âProducts & storeâ in the left navigation menu.
- Select Return policies and in the âActionsâ column, select the plus button
to which you would like to add exceptions to.
- In the âCountries and policyâ tab:
- Enter the label name in the âException labelâ field.
- Select your options for accepting returns and exchanges and then select Next.
- In the âCondition and windowâ tab:
- Choose the applicable âProduct Conditionâ that your store will accept for a return or exchange.
- Set the âReturn Windowâ for the amount of time a customer has to return a product.
- Add the details in âWindow extensionâ and then select Next.
- In the âMethods and feesâ tab:
- Select at least one option for the method to return the items.
- Set the currency that will apply to your policy and choose the applicable âRestocking feeâ.
- Set the amount of time it takes for the customer to receive a refund and then select Next.
- Review the policy details and confirm the information youâve entered, and then select Save.
Add return policy label attribute to products
If you only have one return policy (the default policy), you donât need to make any updates to your data source, or if you desire you can still add the return policy label [return_policy_label] column to your data source using the keyword âdefaultâ as the label value for every product.
If you've created multiple return policies, you will need to add the return policy label [return_policy_label] column to your data source. If the default policy applies, use the keyword âdefaultâ or simply keep this column blank. For products that have an exception to the default policy, add the label name you created for that exception policy.
Check the verification status of your return policy
Google verifies your return policies before using them. In the âStatusâ column of the âReturns Policiesâ tab, you will view one of the following:
- Verified: Your policy has been approved.
- Pending: The review of your policy isnât yet complete.
- Rejected: Your policy hasnât been approved. Ensure your return policy meets the requirements, and update as needed.
