Support

Help for store owners and shoppers using Returns Portal.

In short: email support@creet.in and we reply within 2 business days. Most problems are one of the six below.

How to get help

• Email: support@creet.in
• Response time: within 2 business days (Monday to Friday, India time).
• Shoppers: questions about a particular return, refund or exchange are best sent to the store you bought from. The store owner can see and act on your request.

When you write in, include your site name or address, the order number involved and the exact message on screen. Do not send card numbers, bank details or passwords.

Troubleshooting

1. The return form is not on my page

The widget is not added to pages automatically. Open your site in the Wix Editor and add a page, for example "Returns". Open Add Elements, find Returns Portal under App Widgets, and add it to that page. Publish the site, then check the live page. Paste the page address as the returns page URL in Return rules.

The "Put returns on your site" card on the Returns page in your Wix dashboard repeats these steps. Link to the new page from your site menu so shoppers can find it.

2. The "Start a return" link does not show on the thank-you page

The link appears only after a returns page URL is set in Return rules, and only while returns are switched on (a return window above 0 days). Add the link from the "Put returns on your site" card in the dashboard (the "Add to thank-you page" button), or in the Editor: open the Thank You page, select it, click Plugins in its toolbar and add "Start a return link". Publish the site and place a test order to see it.

3. The request was refused as final sale

The form marks the item "Final sale", or the message reads "[product name]" is final sale. The product is on the final-sale list, or the rule "Items that got a discount at checkout are final sale" is on and the item was discounted at checkout.

• Store owner: check the final-sale product list and the checkout-discount rule in Return rules. Products that are on sale in your catalog are not recognised automatically, because a Wix order does not record the catalog sale price. Add their product IDs to the list.
• Shopper: this item cannot be returned under the store's policy. Contact the store if you think this is wrong.

4. "The return window for this order has closed."

The form shows the last day returns are accepted ("Returns accepted until ..."). The window counts from the shipping date or from the purchase date, depending on the store's rules. Once that date has passed, the request cannot be sent.

• Store owner: you can change the window in Return rules. The change applies to requests made after you save it.
• Shopper: contact the store, which may be able to help.

5. "Too many attempts. Please try again in N minutes."

Too many lookups failed (a wrong order number or email) from the same connection, for the same order number or for the same email address. The limit resets after about an hour, and the message shows the wait. Wait for the time shown, then check the order number and the email used at checkout.

6. "Monthly limit reached"

The store is on the Free plan and has used its return requests for the calendar month. The Returns page in the dashboard shows the warning "Monthly limit reached" and the date the count restarts. Shoppers are told the store can't take more online return requests this month.

• Store owner: upgrade to Pro from the plan card in the dashboard to accept requests again right away. Requests you already received are not affected, and the count restarts on the 1st of each month (UTC).
• Shopper: contact the store directly. Your request was not saved.

The Free plan includes 5 return requests a month; Pro is unlimited and starts with a 14-day free trial.