Embedded Forms
Embedded forms
Quick Summary: Create return and tracking forms that customers can use from your website.
Overview
Embedded Forms let you add return request and order tracking forms to your website. Customers use the forms without signing in to the portal. Manage them from Account Management → Embedded Forms.
Note: If Embedded Forms is missing, ask your company administrator to review your access. Ask your Account Manager if your account does not include embedded forms.
Prerequisites
- Your account must include embedded forms.
- Your user must have read access to view forms and edit access to create or save changes.
Quick start
- Open the profile menu and select Account Management.
- Select the Embedded Forms tab.
- Select +, then choose Return Form or Tracking form.
- Enter a Name and add any allowed Domains.
- Complete the form settings and select Save.
- Select Copy Code in the list or copy the Generated Script.
- Paste the code into your website.
Embedded forms list
The page heading is Embedded Forms List. Open a form name to edit it.
| Column | Description |
|---|---|
| Name | The form name; select it to edit |
| Domains | Hostnames where the form can appear |
| Active | Switch the form between Active and Inactive |
| Type | Return Form or Track Form |
| Embedded Form Code | Select Copy Code to copy the embed snippet |
The create menu labels the tracking type Tracking form. The saved form appears as Track Form in the list.
Return form
A return form lets customers request a return from your website. It is available from Account Management → Embedded Forms.
Settings tab
| Field | Required | Description |
|---|---|---|
| Status | No | The saved form's active state; shown after the first save |
| Name | Yes | A form name, such as Return Form #1 |
| Domains | No | Comma-separated hostnames, such as mydomain.com,myotherdomain.com |
| Approval Type | No | Immediate Approval attempts automatic approval; Manual Approval waits for portal approval |
| CC Email | No | Receives a copy of each return request |
| Branding Logo | No | Appears in return emails for submissions from this form |
| Set Eligibility Length | No | Return window in days from delivery |
| Has Custom Text Return Reason | No | Lets customers enter their own return reason |
| Return Reasons | No | Reasons customers can select on the form |
New forms start with Manual Approval. Choose Immediate Approval if eligible returns should be approved automatically.
Immediate Approval attempts approval after the customer submits. An automation rule can override this setting. The return must also pass normal courier, stock, credit, and shipping checks. Label generation starts only when approval succeeds and can fail separately. The confirmation page waits for the label and shows an error when retrieval fails. A return order can still exist without a label.
Manual Approval leaves the return in Pending Approval until someone approves it. Label processing follows the same checks after approval.
If your account has return reasons, select at least one or enable Has Custom Text Return Reason. Otherwise the form cannot be saved.
After saving, Generated Script contains the embed code. Select its copy control or copy the code manually.
Style tab
Set Button Text Color and Background Color. The preview updates with your choices.
Tracking form
Create a tracking form when customers should look up order tracking from your website. Use Account Management → Embedded Forms → + → Tracking form.
Settings tab
| Field | Required | Description |
|---|---|---|
| Active | No | Switches the form active or inactive; shown after the first save |
| Name | Yes | A form name, such as Track My Order |
| Domains | No | Comma-separated hostnames where the form can appear |
Save the form before copying its Generated Script.
The tracking form supports shipments and returns associated with your client account. Orders from another account are not shown.
To link directly to an order, add ?tracking_number= and its tracking number or order ID to your tracking page URL. For example, https://shop.example/pages/returns?tracking_number=RMA1234567 opens that return automatically. Encode special characters in the number when building the URL. Customers can clear the tracking number to search for another order.
The tracking form shows the latest status and available shipment history. The form uses the colors and logo configured for the client. Results show the available shipment number, carrier actions, delivery estimate, and tracking history. The form omits unavailable details.
Branding tab
| Field | Description |
|---|---|
| Custom Tracking URL | Optional HTTP or HTTPS URL for unbranded tracking; include {tracking_number} |
| Enable Branded Tracking Page | Redirects tracking links to your branded page instead of the courier page |
| Tracking Page Logo | Logo shown on the branded page when branded tracking is enabled |
| Header Background Color | Background color for the page header |
| Page Background Color | Background color for the page body |
| Accent Color | Color for tracking details and highlights |
The logo and color fields appear when Enable Branded Tracking Page is on. The preview shows the resulting page.
Style tab
Set Button Text Color and Background Color for the tracking form button. The preview updates with your choices.
Workflows
Workflow: create a return form for your website
Select + → Return Form, enter a name, choose Approval Type, and select eligible reasons. Save the form, copy Generated Script, and add the code to your website.
Workflow: create a branded tracking page
Create a Tracking form, open Branding, and enable Branded Tracking Page. Add your logo, choose colors, save, and copy the embed code.
Workflow: disable a form temporarily
Use the Active switch in the list or the Status switch in the Return Form editor. Enable the form again when it should return.
Troubleshooting
| Issue | Cause | Solution |
|---|---|---|
| Embedded Forms tab is missing | The feature or your access is not enabled | Ask your company administrator to review access, then contact your Account Manager |
| + is unavailable | Your user can view forms but cannot edit them | Ask your company administrator for edit access |
| A form does not appear on the website | The form is inactive or its domain does not match | Enable Active and enter the embedding hostname |
| The embed code is missing | The form has not been saved | Save the form, then use Copy Code or Generated Script |
| Return labels do not appear | The return is awaiting approval, still processing, or blocked by an order or shipping exception | Check the return order in Returns; approve a manual return or contact your Account Manager if processing fails |
| A return form cannot be saved | No reason is selected and custom text is off | Select a reason or enable Has Custom Text Return Reason |
| Custom Tracking URL is rejected | The URL lacks {tracking_number} or does not use HTTP or HTTPS | Enter a complete HTTP or HTTPS URL with the placeholder |
| Tracking is missing under VAS | Branded tracking, account access, or the menu entry may not be configured | Ask your company administrator to review access, then contact your Account Manager if it remains missing |