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Changelog

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What’s new in TrackBack, newest releases first.

2026-09-26 — Bilingual portal, new resolutions and per-plan features

Added

Customer portal

  • Bilingual English / French portal that follows your store’s language, with texts you can customize in each language.
  • Portal displayed inside your store’s theme through the Shopify app proxy (/apps/returns), with a full-page option.
  • Return tracking page: timeline, return instructions and tracking number entry, linked from every email.
  • EU withdrawal button (Directive 2023/2673): a two-step flow without an account, with an immediate acknowledgment.
  • New return methods: store drop-off and courier pickup, in addition to customer shipping and prepaid labels.
  • Photos (up to 3 per item), required depending on the reason (Starter and Pro).
  • Fees and bonuses shown before submission; the server recalculates everything.

Resolutions

  • Refunds for orders paid on delivery: the customer enters their account (Wave, Orange Money, MTN MoMo, Moov Money, M-Pesa, Airtel Money, bank transfer, cash) and you record the payment with its reference; Shopify records the refund.
  • Shopify gift cards (Starter and Pro), used automatically instead of store credit for orders without a customer account.
  • Self-service exchanges (Starter and Pro): customers pick another size or color themselves, with live stock checks.
  • Shop Now (Pro): exchange for any product in the store.
  • Green returns (Starter and Pro): below an amount you set, the customer keeps the item.
  • Restocking and return shipping fees (Starter and Pro), exemptions per reason, fees waived for store credit and exchanges.

Operations

  • Automations (Pro): auto-approval conditions (maximum amount, risky customers excluded) and automatic refund on receipt.
  • Risk score and customer blocklist (Pro).
  • WhatsApp (Pro): button on the tracking page, a ready-to-send message on every return, automatic notifications through Meta’s Cloud API.
  • CSV export of filtered returns.
  • Daily job: expiration of unshipped returns and a Monday weekly report (Starter and Pro).
  • Shopify order tags (Starter and Pro): trackback-return, trackback-exchange, trackback-refunded…

Emails and analytics

  • 8 emails in English and French (new: “Received”, “Expired”, “Withdrawal received”), sent in the customer’s language, with replies going to your own email.
  • New variables: {{return_instructions}}, {{refund_details}}, {{status_url}}, {{items_list}}…
  • Analytics: return rate compared with your Shopify orders, resolution breakdown, fees collected.

Integrations (Pro)

  • Outgoing webhooks signed with HMAC-SHA256 (return.created … return.expired), with a test event.
  • REST API v1: GET /api/v1/returns and GET /api/v1/returns/{rma}, with keys stored hashed.

Improved

  • Settings reorganized into 9 tabs: General, Eligibility, Returns & fees, Refunds, Reasons, Policy, Notifications, Integrations, Portal.
  • Features split by plan from a single source, with badges and upgrade prompts.
  • Bulk actions send the same emails and Shopify syncs as single actions.
  • Return window calculated from fulfillment, or from the order date if you prefer.
  • Exact “non-returnable” rules (SKU, tags, product types).
  • Dashboard: pending EU withdrawals and risky returns.
  • Amounts formatted in the customer’s language in the portal and emails.
  • Lighter pages: the shared JavaScript bundle dropped from 803 kB to 73 kB.
  • Built-in documentation rewritten, with new Refunds, Analytics, Webhooks and API sections.

Fixed

  • Annual plans were treated as Free in several places.
  • Shopify sync could move a return back to an earlier status after a late webhook.
  • Restocking could silently fail (missing read_locations scope).
  • A double refund was possible on a double click or simultaneous action.
  • GDPR webhooks now complete reliably, and the GDPR export includes payouts, photos and chat.
  • Icons that could be invisible in the admin and the portal.
  • The embedded portal could be blocked by the frame-ancestors policy.

Security

  • Signed (HMAC) portal, chat and tracking-link sessions.
  • Server-side revalidation of eligibility, quantities, fees and amounts.
  • Order search protected against search-syntax injection.
  • Image deletion restricted to the store’s own folder.
  • Rate limiting on public endpoints and constant-time secret comparisons.

[1.4.0] — 2026-05-18

Added

  • Live chat bubble icon picker. Pick one of six icons for the chat button on your customer portal. Editable from Portal Editor → Live chat.
  • Theme block with three layouts. The “Return Button” theme app block supports three layouts (Banner, Card and Button only), filled or outlined styles, four icons and full color customization.
  • Embedded portal docs. Settings → Portal shows three ways to expose your portal: the theme block, a direct URL or an iframe embed snippet, each with a copy button.
  • Documentation improvements: reading progress bar, tabs grouped into 4 categories and anchor links on every section.

Changed

  • No more trial period. All plans bill from day one: pay only for the months you use, cancel anytime.
  • Self-healing billing. Every admin page load syncs your subscription with Shopify, so upgrades unlock features without a refresh.
  • Chat bubble in the portal preview, matching the icon and brand color you chose.

Fixed

  • The support widget no longer blocks clicks on the buttons under it.
  • Sidebar locks, page banners and server-side checks now agree on which features are unlocked.
  • Plans no longer get stuck in a “pending” state after cancelling the Shopify approval.

[1.3.0] — 2026-04-15

Added

  • Custom return reasons. Build your own list of return reasons shown on the portal.
  • Live chat with customers (Pro plan): a chat bubble on the portal and an inbox in the app, with an email notification when you are offline.
  • 30-day and 90-day analytics views.
  • GDPR / Shopify compliance webhooks: customers/data_request, customers/redact and shop/redact, all HMAC-verified.

Changed

  • More email template variables: {{customer_name}}, {{rma_number}}, {{order_number}}, {{refund_amount}}, {{rejection_reason}}, {{carrier}}, {{tracking_number}}.
  • The portal live chat toggle moved to Portal Editor → Live chat.

Fixed

  • Order lookup retries several formats (name:#1234, name:1234…) for stores with non-standard order names.
  • Logo uploads retry once when Cloudinary times out, with a clear error message.

[1.2.0] — 2026-03-10

Added

  • Exchanges. Customers can request a different item.
  • Store credit with a bonus. Add a configurable bonus (for example +10%) when issuing store credit.
  • Auto-approval for incoming returns.
  • Blocked SKUs that can never be returned (final sale, hygiene products…).
  • Retained revenue on the analytics dashboard: what you kept through store credit and exchanges.

Changed

  • Redesigned, mobile-first portal stepper.
  • Refunds now use Shopify’s refundCreate mutation directly, for a faster confirmation.

Fixed

  • Returns above the monthly plan limit now show a clear message to the customer.

[1.1.0] — 2026-02-05

Added

  • Portal Editor: brand color, header, logo, store name, footer contact and every label, with a live desktop / mobile preview.
  • Five portal layouts: Classic, Minimal, Bold, Sidebar and Compact.
  • Email template editor for each status: request received, approved, rejected, refunded and shipped.
  • Plans page with a feature comparison and one-click upgrade through Shopify billing.

Changed

  • Settings split into tabs: General, Reasons, Emails, Policy and Portal.

[1.0.0] — 2026-01-20

First public release.

Added

  • Customer return portal, embedded in your store through the app proxy at /apps/returns. Customers look up their order with their email and order number, no account required.
  • Return management dashboard with a full status workflow: pending, approved, shipped, received, refunded (or rejected and expired).
  • Refunds to the original payment method through Shopify.
  • Email notifications to customers on every status change.
  • Basic analytics (7 days).
  • Theme app block (“Return Button”) to add a call to action anywhere in your theme.
  • Free plan with 10 returns per month.

What’s next

We ship regularly. On the roadmap:

  • Shipping label generation through carrier integrations
  • CSV import of historical returns
  • More portal languages (Spanish, German)

Have a feature request? Email bernadoecom@gmail.com or chat with us from the help button in the app.