A returns portal that offers an exchange, not just a refund.
Fernhollow is a self-serve Shopify app. Your customers open a branded returns flow, pick a reason and get a return label, and are offered an exchange before a refund. You get restock tracking and a clear view of what is coming back.
A returns flow that keeps the sale.
Everything a small Shopify store needs to turn returns from a support headache into a tidy, self-serve process, without adding a single form to answer.
Branded self-serve portal
A returns page that carries your own store's look, so a customer starts and finishes a return themselves without emailing support or waiting on a reply. It sits on your storefront and matches it.
Reason codes and return labels
The customer picks a clear reason for the return and receives a return label to send the item back. No back-and-forth to work out why something is coming back or how it gets to you.
Exchange offered before refund
When it makes sense, the flow offers an exchange, a different size or colour, before it offers money back. A refund is always there if the customer wants it. This is customer experience, not a financial claim.
Restock tracking and a clear view
You see what has been returned, what is in transit and what is waiting to be put back on the shelf, so the operations side of a return is as clear as the customer side.
Install it, and returns run themselves.
Self-serve from both sides: a one-click install for you, and a portal your customers drive on their own.
Install from the Shopify App Store
Add Fernhollow to your store in one click. Billing and distribution run through Shopify, so there is nothing new to set up and nothing separate to pay.
The customer opens the branded portal
A shopper who wants to return an order lands on your returns page, finds their order and picks a reason code, all without contacting your team.
The assistant sorts the reason and drafts the reply
A language model categorises the return reason and drafts the reply to the customer, so the tone stays consistent and you are not writing the same message twice. You stay in control of what goes out.
An exchange is offered, then a label is sent
Where it fits the reason, the flow offers an exchange before a refund. Either way, the customer gets a return label and knows what happens next.
You track the restock
As the item comes back, you follow it from label to in-transit to restock, so nothing gets lost between the customer's return and your shelf.
Simple tiers by volume.
Indicative launch pricing for Australian Shopify stores, billed monthly through the Shopify App Store. Prices in AUD.
- Branded self-serve returns portal
- Reason codes and return labels
- Exchange offered before refund
- Everything in Starter
- Assistant categorises reasons
- Drafted customer replies
- Restock tracking
- Everything in Growth
- Higher monthly return volume
- Full restock and returns view
Tiers are set by monthly order and return volume. Pricing is indicative for launch and will be confirmed on the Shopify App Store listing. Fernhollow handles the logistics and the customer experience of a return, it does not calculate or assert any financial, profit, tax or GST figures.
A good return keeps a customer.
A refund ends the sale. An exchange, offered well, keeps the customer and the item on your shelf.
Most stores treat a return as a loss to process as fast as possible. Fernhollow treats it as a moment to offer the right size or colour first, so a return becomes an exchange more often than it becomes a refund.
It is a self-serve product, not a service. You install it, your customers drive it, and the store keeps a clear view of what is coming back and what is going back on the shelf.
Join the Shopify App Store waitlist.
Fernhollow is pre-launch. If you run an Australian Shopify store and want early access when the app goes live, get in touch and we will add you to the waitlist.
Email us to request early access. We reply from Melbourne during Australian business hours.