TrackBack gives your customers a branded return portal inside your theme, in English and French. Offer exchanges and store credit before refunds, and refund every order, even cash on delivery via mobile money.
Included in every plan
Cash-on-delivery refunds, the EU withdrawal button and a bilingual portal come with every plan, including Free.
No card to refund? Customers choose Wave, Orange Money, MTN MoMo, Moov Money, M-Pesa, Airtel Money, a bank transfer or cash. You send the money, add the reference, and TrackBack records the refund in Shopify.
How COD refunds workThe two-step “Withdraw from contract here” flow required in the EU since 19 June 2026. No account needed, and the customer gets an acknowledgment email right away.
What the rule requiresEnglish and French, following your store's language, with every email sent in the customer's language. Displayed in your theme through the Shopify app proxy.
Send return updates on WhatsApp and answer customers from a built-in chat, without adding another helpdesk tool.
Features
From the request to the refund, every action is synced with Shopify orders, refunds and inventory.
Offer credit before a refund, with an optional bonus such as +10%. Issued as Shopify store credit, or as a gift card when the order has no customer account.
Customers swap for another size or color with live stock checks. On Pro, they can exchange for any product in your store.
Approve low-risk returns automatically. On Pro, add conditions (maximum amount, risky customers excluded) and refund automatically on receipt.
Return rate against your Shopify orders, top reasons and products, resolutions and retained revenue, plus a weekly email report.
8 emails, from “request received” to “refund issued”, sent in the customer's language with a link to their tracking page. Edit every template on Starter.
A risk score on every request, and a customer blocklist to stop serial returners before they cost you money.
How it works
One click. TrackBack reads your orders and products through Shopify, so there is nothing to import.
Return window, eligible products, resolutions and fees. Your logo, colors and texts in English and French.
With the theme block, a direct link or an embed. Customers serve themselves; you approve in one click, or let your rules do it.
Why TrackBack
Many stores still run returns through DMs, spreadsheets and banking apps. TrackBack puts the whole flow inside Shopify.
Pricing
Start free and upgrade when you need more. Billed in USD through Shopify: cancel anytime from your Shopify admin.
Everything to start, free forever.
10 returns / month
Start freeKeep more revenue with credit and exchanges.
Save $46 a year
100 returns / month
Choose StarterAutomate, chat and connect your tools.
Save $118 a year
Unlimited returns
Choose Pro| Feature | Free | Starter | Pro |
|---|---|---|---|
| Return requests per month | 10 | 100 | Unlimited |
| EN/FR portal in your theme, return tracking page | Included | Included | Included |
| Eligibility rules (window, sale items, non-returnable products) | Included | Included | Included |
| Return methods: ship, label, store drop-off, pickup | Included | Included | Included |
| Cash-on-delivery refunds (Wave, Orange Money, MTN MoMo, M-Pesa…) | Included | Included | Included |
| EU withdrawal button (Directive 2023/2673) | Included | Included | Included |
| EN/FR emails, auto-approval, expiration, 7-day analytics, CSV export | Included | Included | Included |
| Portal editor, email editor | Not included | Included | Included |
| Store credit + bonus, gift cards, variant exchanges | Not included | Included | Included |
| Return fees, photos, green returns, custom reasons | Not included | Included | Included |
| Shopify order tags, 90-day analytics, return rate, weekly report | Not included | Included | Included |
| Exchange for any product (Shop Now) | Not included | Not included | Included |
| Live chat, WhatsApp | Not included | Not included | Included |
| Automations (auto-approval conditions, automatic refund) | Not included | Not included | Included |
| Fraud signals and blocklist | Not included | Not included | Included |
| Webhooks, REST API, white label | Not included | Not included | Included |
Need higher volumes or a custom plan?Contact us
About 5 minutes: install TrackBack from the Shopify App Store, set your return rules, then add the portal to your store with the theme block or a direct link.
No. Everything is configured from your Shopify admin, and the portal is added with a theme app block, a direct link or an embed snippet.
Yes, on every plan. Customers choose how they want to be refunded among the methods you offer (Wave, Orange Money, MTN MoMo, Moov Money, M-Pesa, Airtel Money, bank transfer or cash) and enter their account details. You send the money, add the payment reference, and TrackBack records the refund in Shopify.
Yes, on every plan. Since 19 June 2026, stores selling online to EU consumers must offer a “withdraw from contract” function. TrackBack includes a two-step withdrawal flow that you turn on in your settings: no account needed, and the customer gets an acknowledgment email immediately.
Yes. The portal and customer emails exist in English and French and follow your store's language. On Starter and Pro, you can customize the texts in each language.
On Starter and Pro, customers can swap for another size or color (stock is checked live) or take store credit, optionally with a bonus such as +10%. On Pro, they can exchange for any product in your store. Credit is issued as Shopify store credit, or as a gift card when the order has no customer account.
Yes. The Free plan includes 10 return requests per month with the bilingual portal, cash-on-delivery refunds, the EU withdrawal button, auto-approval and email notifications. Starter ($19/month) and Pro ($49/month) are billed through Shopify, with 20% off on annual plans.
Customers can no longer submit new online requests until the next month and are asked to contact you instead. You can upgrade at any time to raise the limit.
Yes. Downgrade to Free or uninstall TrackBack from your Shopify admin. Billing is handled by Shopify, so there is nothing else to cancel.
TrackBack processes data on behalf of your store and implements Shopify’s mandatory privacy webhooks (data request, customer redact, shop redact), all HMAC-verified. Payout account numbers are masked in the admin, and card payments never go through TrackBack.
Install TrackBack free, set your rules in 5 minutes and let the portal handle the rest.
TrackBack