Customer Account UX Issue - Return Button Not Visible for Single-Order Customers

Shopify Discussion
1

Description: We’ve identified a user experience issue with self-serve returns in the new customer accounts. When a customer has only one order, the account page displays what appears to be the order details directly, but the return option is not visible. The customer can see a “Buy again” button but cannot find the “Request return” option.

Steps to reproduce:

  1. Customer with only one fulfilled order logs into account.domain.com
  2. Order appears to be displayed in detail view
  3. Customer sees “Buy again” option but no return option
  4. Return option is actually hidden in a deeper order detail view that’s not obvious to access

Impact:

  • Customers cannot find return functionality despite all backend settings being correct
  • Creates support tickets and customer frustration
  • Affects stores with new customers who have made their first purchase

Suggested fix: Make return options more prominent or clearly indicate when customers need to click deeper into order details, especially for single-order scenarios.

2

Hey @KarlOK , it sounds like the return button is there, but buried under the order details. With minor code changes to the template that renders that page, you could have the returns button show wherever you like.