Add a delivery and refund policy
Write your delivery and refund rules, and choose if customers must agree before they order.
On this page
- What it is
- Find it
- Every setting
- Delivery and refund policy (optional)
- Buyers must agree before ordering
- Who can use it
- Common mistakes
- The Buyers must agree before ordering switch does not move
- The agree switch turned off by itself
- I cannot see my policy on my shop page
- A customer says the button says Agree first
- Tip
What it is
Your delivery and refund policy is a few lines about your rules. For example, when you deliver, and when you give money back. Customers can read it on your shop page and on their order page. They also see it at checkout (the last page, where customers place the order). If a rule really matters, you can make customers tick a box to agree before they order.
Find it
- Tap Settings in the bar at the bottom.
- Scroll down to Delivery & payments.
- Tap Delivery. A sheet called Delivery opens. (A sheet is a panel that covers part of the screen.)
- Scroll to the bottom of the sheet. The box Delivery and refund policy (optional) is there.
On a computer, Settings is in the bar on the left.
Every setting
- Tap the Delivery and refund policy (optional) box.
- Type your policy.
- If customers must agree to it, turn on Buyers must agree before ordering.
- Tap Save at the bottom of the sheet.
Delivery and refund policy (optional)
The box starts empty. It shows an example in grey: "e.g. Deliveries go out 4 pm to 9 pm. If nobody answers we bring the order back. Refunds only when the order arrives wrong or damaged." Type your own words.
Under the box, the app says "Shown at the bottom of your shop page, at checkout and on every order tracking page. Keep it short."
The box is there even if you do not deliver. To take your policy off, clear the box and tap Save.
Customers see"Delivery and refund policy" near the bottom of your shop page. They tap it to read your policy.
Customers seea box called "Before you order" with your policy, on the last checkout step, where they pay.
Customers seea Policy link at the bottom of their order page. It opens your policy.
Next to Policy is "Problem with this order?". Customers tap it to send a message to Eveyla, not to you. See What customers see after they order.
Buyers must agree before ordering
This card is under the policy box. It has a small green NEW label. The switch starts off.
- With no policy, the card is pale and says "Write a policy above to turn this on." The switch does not move.
- With a policy, it says "They tick a box on the last checkout step before they can order. Turn it on only for rules that matter."
If you clear your policy and tap Save, this switch turns off too.
Customers seea tick box "I have read this and I agree" under your policy at checkout. Until they tick it, the button at the bottom says Agree first. If they tap Agree first, checkout takes them to your policy and says "Tick the box to agree, then place your order."
Who can use it
Only the owner can write the policy and turn on the agree box. Team members do not see Settings.
It needs a Storefront. It is not part of the free listing.
Common mistakes
The Buyers must agree before ordering switch does not move
The card is pale because the policy box is empty. Type your policy in the box above it first. Then tap the switch.
The agree switch turned off by itself
You cleared your policy and saved. Type your policy again. Turn on Buyers must agree before ordering. Then tap Save.
I cannot see my policy on my shop page
It is folded. Near the bottom of your shop page, tap "Delivery and refund policy" to open it.
If it is not there, open the Delivery sheet and check your policy is in the box. The X at the top right closes the sheet without saving, so tap Save.
If you changed your page in the section builder, check that Policy note is switched on there. See Section builder: design your shop page.
A customer says the button says Agree first
You turned on Buyers must agree before ordering. The customer must tick "I have read this and I agree" under your policy. Then they can place the order.
Tip
Keep it to three short lines: when you deliver, what happens when nobody answers, and when you refund. Customers read it on a small phone screen, right before they pay.