"The Return or exchange button isn't showing for my customer"
Check, in order:
- Is the store on New Customer Accounts? Legacy accounts disable Path A entirely — see Enabling New Customer Accounts.
- Is the order eligible? The button only appears on online orders with at least one fulfilled, unrefunded line that isn't already in a return. It never appears on B2B company orders, POS orders, or unfulfilled orders.
- Is the order outside your return window, or all lines final-sale? The button still appears, but every line will show as ineligible with a reason (e.g., "Return window ended on {date}," "Final sale").
"Store credit isn't an option for my customer"
Store credit needs to be turned on in Settings → Customer accounts → Store credit in Shopify admin, and isn't available on legacy accounts. See Enabling store credit.
"Exchange options are missing for one specific order"
This is expected if the order was sold through Shopify Managed Markets with a Merchant of Record other than the store itself — exchanges are blocked at the platform level for these orders. Store credit and refund still work. See How exchanges work.
"The withdrawal link isn't showing on my storefront"
Check, in order:
- Does your store ship to at least one EEA country? The link is EEA-only by design and can't be enabled for other countries.
- Have you enabled the app embed? Go to your theme editor, confirm the Comeback embed block is turned on, and save.
- Has the storefront rendered since you saved? The homepage status only flips to "live" after the embed's first real page load pings our backend — visit any storefront page once after saving.
- Is the visitor's detected storefront country outside the EEA? The link only renders for EEA storefront-country visitors, even on a store that ships internationally.
"A withdrawal declaration shows as Unmatched"
This happens when the order number and email the customer entered don't match an order after two attempts, and they chose "Submit anyway" rather than go back and correct it (typos are the most common cause). The declaration is still legally valid and was acknowledged — review it manually and follow up with the customer using the email address they provided.
"A customer disputes a serial-returner or block-list flag"
These flags only route a request to manual review — they never auto-decline anything, and customers are never shown or told about the flag. If you believe a flag was wrong, adjust the threshold or the customer's tags in Rules → Serial-returner & block list; it takes effect on their next request.
"My plan's request cap was exceeded"
Nothing is blocked and nothing is charged. Extra requests that month route to manual review instead of auto-approving. See Plans & billing.
"The app changed something in my theme I didn't expect"
Comeback only ever adds a single app embed block, and never edits theme code or writes to the Asset API outside that block. If you see anything beyond that single embed, contact us immediately at oguz@tansolutions.org — this would be a bug, not intended behaviour.
Still stuck?
Email oguz@tansolutions.org with your shop domain and a description of what you're seeing. See Plans & billing for reply times by plan. Replies come from the team that builds the app, and we use AI tools to help draft them.