# Returns

Source: https://gokarla.io/docs/guides/resolve/returns

# Returns

The **Return** flow in Resolve handles wrong-size, changed-mind, and
doesn't-fit cases. You can hand the customer off to a returns portal you
already use, or complete the return entirely inside Resolve.

## Handoff to your returns portal

If you run returns in a third-party tool (Loop, ReturnGO, your own portal,
or anything else), Resolve can transfer the customer there at the right
moment in the flow — after they've picked items and given a reason, or as
soon as they choose **Return**, depending on how you configure the steps.

The handoff is seamless for the customer: Resolve shows a short transition
screen, then opens your returns URL in a new tab. You can pass order context
along in the URL so your tool can recognize the customer immediately.

### What you can pass along

Configure your destination URL with placeholders; Karla fills them in when
the customer is redirected:

| Placeholder          | Typical use                                             |
| -------------------- | ------------------------------------------------------- |
| `{orderNumber}`      | Pre-fill the order lookup on your returns site          |
| `{orderName}`        | Shop-specific order reference (e.g. `#1234`)            |
| `{email}`            | Pre-populate the customer email field                   |
| `{zipCode}`          | Match against your existing order verification          |
| `{externalId}`       | Your shop system's order ID                             |
| `{claimReason}`      | The return reason the customer selected in Resolve      |
| `{selectedItemSkus}` | Comma-separated SKUs for the items they chose to return |
| `{flowType}`         | Always `return` for this flow                           |

A typical setup might look like:

```jsx title="Example returns handoff URL"
https://returns.yourbrand.com/start?order={orderNumber}&email={email}&reason={claimReason}
```

The customer lands on your tool with their order and email already in
place — they can start the return immediately instead of hunting for order
details again.

Configure the handoff URL in the
[Merchant Portal](https://portal.gokarla.io) as part of your Return flow;
see [Flows and customization](./flows-and-customization) for step-level
options.

## Native returns

**Native returns** keep the full return journey inside Resolve — on-brand,
end to end, without sending the customer elsewhere.

Customers select items, choose a return reason, and confirm details inside
Resolve. Every input is captured as structured claim data, so you get the
same analytics and intelligence as your other Resolve flows (reason
breakdowns, product-level patterns, geographic trends).

At the end of the process:

- **Return label on completion** — the customer receives a downloadable
  return shipping label directly in the browser.
- **Label by email** — the same label is sent to the customer's email
  address in parallel, so they can save it, forward it, or print it later
  without relying on the browser download alone.

[Talk to us](https://calendly.com/frederik-s/25min)
to discuss how native returns fit your operation.

## Where to next

- [Flows and customization](./flows-and-customization) — configure the
  Return flow, handoff timing, and step order.
- [Data processing](./data-processing) — what claim data looks like after
  submission.
- [Integration and automation](./integration-and-automation) — route
  return claims to your helpdesk or automation layer.
- [Portal → Resolve](/docs/guides/portal/resolve) — claims analytics and
  the Claims table.