Yanet Returns & Exchanges
A free returns-and-exchanges portal that small stores get running quickly thanks to a very responsive chat team, but return emails not arriving, no 3PL or courier support, and customisation that depends on support are real weak spots.
Should you install it?
This is a free returns and exchanges portal that works well as a basic setup for small stores, and its chat support is consistently fast at getting you configured, including removing branding and switching on hidden features. The reported problems are narrower but more serious in operation: two 2026 reviewers say customers did not receive return instructions after approval and support did not resolve it. It does not suit stores using a 3PL or needing courier or label integration, and deeper customisation depends on asking support. Test the full approve-to-email flow with a real order before relying on it, and check that return instructions arrive.
Fair evidence. 274 reviews and 259 with text is a decent base, but 75% come from users of under a month, many solicited during onboarding chat. Long-term reliability is evidenced by only about ten critical reviews, so the failure counts are small and likely understate real-world issues.
Right for
- Small or new stores that want a free returns/exchange request portal and expect to chat with support during setup (7180, 8859, 9117)
- Stores that mainly need refunds and exchanges handled in a branded portal without shipping complexity (8859, 8039)
- Apparel and D2C brands, including Indian D2C stores handling RTO (1670, 9306, 8752, 6625)
- Merchants who want the app's branding badge removed for free (0057, 0123, 8561)
Wrong for
- Mid-size stores that ship through a 3PL or warehouse provider (0040)
- Stores that expect built-in courier integration or return-label purchasing; one waited two months for courier integration and others report missing carriers such as UPS (2199, 7437, 8880, 4578)
- Stores that need return-instruction emails to arrive reliably without monitoring; two 2026 reviewers say customers did not receive them (5942, 4120)
- Merchants who want to change email text, layout or portal styling themselves without CSS or a support request (9158, 1822, 0312)
- Stores that need full non-English translation out of the box (6851)
What will annoy you
Support is fast on setup questions but stalls, refuses or goes quiet on bugs, integrations and custom requests: 7 reviews, steady, last seen 2026-07.
How the developer behaves when it breaks
Only one of the seven 1-star reviews has a public reply (14%): in January 2025 the developer posted a templated apology within two days and said the missing-photo bug was fixed. The other six, including the July 2026 email problem and the January 2026 courier-integration complaint, have no reply. In-app chat support is praised for fixing setup issues quickly, but reviewers who reported bugs or integration needs say they were told nothing was wrong or nothing could be done.
What goes wrong 7 recurring themes
- Approval / return-instruction emails not reaching customers, or email wording cannot be changed; support reportedly says everything is fine 3 reviews rising, last seen 2026-07
“Doesn't send return instructions once you approve the return.” review 5942
- Self-serve customisation is limited: styling needs CSS or a support request, and some options cannot be removed 5 reviews steady, last seen 2026-09
“several key features can only be activated by contacting their customer support” review 9158
- No fit for 3PL setups or courier/carrier integration; shipping provider list is limited 4 reviews steady, last seen 2026-01
“the solution is not suitable for mid-size companies that use a 3PL logistics or warehousing provider as well as Shopify” review 0040
- Support is fast on setup questions but stalls, refuses or goes quiet on bugs, integrations and custom requests 7 reviews steady, last seen 2026-07
“Ive contacted them several times and have not fixed the issue.” review 5942
- Customer-side portal/form bugs (portal not working, photo proof not showing, 'glitches') 3 reviews steady, last seen 2026-02
“I have also had customers tell me that they cant initiate a return as the portal is not working.” review 4120
- Return labels are not created in the app and return-shipping cost is not recovered by default (a Return Fee function exists but one reviewer needed support to enable it) 2 reviews fading, last seen 2025-05
“I have to create a separate return in Shopify to generate the label.” review 4578
- Basic gaps reported earlier: multi-item orders needed separate returns (2023), incomplete German translation (2024) 2 reviews fading, last seen 2024-11
“TLDR: Cannot process return in a single ID, if there are more than 1 line items in an order.” review 4130
What it does well 4 themes
- Fast live-chat support, usually named agent by agent (Alex, Tracy, Anita, Alice, Liam). Approximate tally of text reviews mentioning support; many are written within minutes of install. 205 reviews
“Very good customer support from Alex” review 3269
- Free to use, with features reviewers say are normally paid on other apps 30 reviews
“all the features are free and are typically paid for on other apps” review 5978
- Straightforward setup and a clean return/exchange workflow for small stores 60 reviews
“the setup is straightforward, and it significantly improves the customer experience while keeping the back office organized” review 8171
- Support will switch on hidden features, remove branding and customise the portal on request 12 reviews
“I reached out to their support team, and they activated it on my account immediately and for free.” review 0650
Red flags
- Silent breakage: customers say they never received return instructions after approval and the return address field is filled with the customer's own address; support allegedly says everything is working, and the merchant cannot see a fault on their side. Both reports are from 2026. 5942 4120
- Support or developer silence on harder requests: no contact on a courier integration for two months, unresolved email editing, refusal to hand over an API for a mobile app, refusal of small text changes. 2199 1822 3894 0312
- Features gated behind a support chat: some functions (e.g. Return Fee, others described as 'premium') are unlocked manually per store. Terms and any future pricing are not described in the reviews. 9158 0650 6322 5951 9466
- Pricing uncertainty: two reviewers frame the app as free for now and hope existing users get a discount if it becomes paid. No price is stated in the reviews. 7049 6851
Trend
Review volume has fallen: 63 reviews in the last 12 months against 190 in the 12 months before. The negative share is slightly higher recently (about 3.2% vs 2.6% overall). Earlier complaints were about customisation limits and support refusals (2025). Recent ones are more operational: return emails not delivered (Feb and Jul 2026) and 3PL/courier fit (Oct 2025, Jan 2026). The 2025 photo-upload bug was fixed per the developer reply. Praise remains dominated by support.
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