# The right return policy for every market.

A shopper in Toronto shouldn't get your US return steps. Aide checks where each order ships before it answers.

Aide follows your Shopify return policy market by market, so a return on an order shipped into a market with its own policy follows that policy. Drafts for orders shipping abroad use your international articles, and the chat widget speaks English, French and German.

Source: https://aide.app/shopify/international-orders · Updated 2026-10-27 · By Ziyad Basheer

| | |
|---|---|
| Return rules | Your Shopify return policy, with each market's own policy where you set one. |
| Setup | Turn returns on and approve the markets permission. Until then, your default applies. |
| Local formats | Dates, numbers and prices follow the shopper's language and region. |

## Where it ships decides the answer

The shipping address on the order sets which policy applies and which articles Aide drafts from.

### A market's own policy

When a Shopify market has its own return policy, a return Aide offers on an order shipped there uses that market's window and rules.

> Customer: Can I return the jacket from order #3318?
>
> Aide: Yes. Orders shipped to Canada can come back within 30 days of delivery, and the jacket qualifies. Shall I start a return request?
>
> Canada market return policy applied · Order #3318

### Drafts for orders abroad

When the order ships outside your store's country, drafts use your international returns and shipping articles, never your domestic steps.

> Customer: How do I send back order #4120? I'm in Lyon.
>
> Aide: Thanks for getting in touch. Orders shipped to the EU come back to our Rotterdam returns address, within 30 days of delivery.
>
> Ships to France · International returns article used

### In the shopper's language

The widget picks each shopper's language, from their own choice, then your store's language, then their browser, and formats dates for it.

> Customer: Où en est ma commande #1042 ?
>
> Aide: Votre commande #1042 a été expédiée le 27 octobre et devrait arriver le 30 octobre.
>
> French widget · Dates in local format

### Unclear destination

No shipping address, a US territory or a military address. Aide doesn't guess between domestic and international, and leaves it to your team.

> Customer: What's the return process for order #2290?
>
> Aide: Let me pass this to our team so they can confirm the right return steps for your address. They'll reply here shortly.
>
> Military address · Left to your team

## Good to know

- Write your international policy as its own article, so drafts can find it alone.
- For duties and taxes at checkout, Aide points buyers to the order summary.

## Frequently asked questions

### Does Aide follow Shopify Markets return policies?

Yes. When a market has its own return policy in Shopify, orders shipped to a country in that market follow it, and other orders follow your default policy.

### Will Aide send a Canadian customer our US return steps?

Not in its drafts. For an order shipping outside your store's country, answers your team wrote for domestic orders aren't suggested.

### Can the chat widget show in French or German?

Yes. French and German are fully translated alongside English, and you can reword any widget text separately in each language. The lines saying the agent is an AI stay fixed.

### What if we run returns through a portal?

The portal applies its own return rules, and Aide's Start your return button appears in the shopper's language.

## Related
- [Shopify returns automation with AI](https://aide.app/shopify/returns)
- [Automate where-is-my-order questions](https://aide.app/shopify/order-tracking)
- [Aide Chat](https://aide.app/chat)

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