Configure Opus · 10 min read
Configure return and exchange rules
Control eligibility windows, limits, product exclusions, customer choices, and destination-specific instructions.
How rule enforcement works
Opus evaluates rules when the portal displays eligible items and evaluates them again when the request is submitted. Your staff can use explicit order-number overrides for a legitimate exception. Opus rechecks Shopify data again before a consequential Shopify action.
Everyday rules
| Setting | What it controls | Recommended starting point |
|---|---|---|
| Request window | Days after order or fulfillment when a request may be submitted | 30 days from fulfillment |
| Requests per order | How many separate Opus requests one order may create | 1 unless split returns are common |
| Discounted items | Whether discounted items remain eligible | Match the policy shown on your storefront |
| Items per request | Maximum distinct order lines | Leave high enough for normal orders |
| Units per request | Maximum total quantity across selected lines | Leave high enough for your largest common order |
Exclusions and overrides
- Excluded products and variants: choose Shopify products, then exclude the entire product or only selected variants.
- Product tags and types: useful for final-sale collections, personalized goods, food, or hygiene-sensitive products.
- SKUs: blocks exact variants when catalog organization is inconsistent.
- Order tags: blocks wholesale, preorder, final-sale, or other special orders.
- Customer countries: limit requests to countries your operation can serve.
- Order-number overrides: permit a specific exception without weakening the global policy.
Still stuck?
Send the details support needs
Include your shop domain, Opus request number, Shopify order number, approximate time, and the exact visible error. Never send passwords, access tokens, or card data.
Contact support