Redo's pricing is unusual in two ways. The returns product is free to the merchant, funded by a fee the shopper pays at checkout for free returns. And the rest of the platform is priced per unit, with the numbers on the page: per order, per send, per tracked order, per resolution. That makes Redo easy to read and, for a returns buyer, easy to misread, because the cost of returns has not gone away; it has moved to the customer and to the checkout conversion rate.
This page sets out what Redo publishes, quoted directly from its pricing page, its help centre and its Shopify App Store listing on 25 September 2026, and then explains how to evaluate the coverage model against a subscription or a volume-based price.
Short answer: Redo lists Returns as "Free": "Handle returns & exchanges with a free returns portal" with "Free return portal, Real-time analytics, Redo covers the cost of your return labels, Return-specific AI agents". The labels are paid for by a coverage fee the shopper buys at checkout, and Redo's help centre says the coverage price is set by two metrics: "Return Rate - this is a function of the total number of returns divided by the total number of orders" and "Average Shipping Label Cost - this number will increase/decrease based on your product weights and shipping distances (international order volume)". Most merchants, per the same article, "select Redo coverage to only be active for Exchanges and/or Store Credit", so a customer returning for a refund "will be responsible for the cost of the return shipping label". Redo's other modules carry published unit prices, from "$0.40/order" for checkout optimization to "$0.20/resolution" for support, with the AI returns agents on "Custom pricing".
What Redo publishes for returns
Redo's pricing page groups its products under Operations, Conversion, Marketing, Support and AI Agents, and Disputes. The returns entry reads: "Returns Free. Handle returns & exchanges with a free returns portal." Under "What's included?" it lists "Free return portal, Real-time analytics, Redo covers the cost of your return labels, Return-specific AI agents". Claims, shipping and fulfilment, and warranties are also listed as "Free", each with a portal and analytics.
The Shopify App Store listing for Redo states "Free plan available", shows a rating of 4.9 from 781 reviews, lists the returns plan as "Returns Free" with "Returns and claims portal" and an "AI exchange agent" for which Redo claims a "+17% exchange rate", and notes that recurring and usage-based charges are "billed every 30 days".
How the coverage fee works
The free portal is paid for by the shopper. At checkout the customer is offered Redo coverage, a small fee that buys free return shipping on that order. Redo's help centre explains what sets the fee the shopper sees: "There are two metrics that can affect the Redo coverage price: Return Rate - this is a function of the total number of returns divided by the total number of orders, normally displayed as a percentage" and "Average Shipping Label Cost - this number will increase/decrease based on your product weights and shipping distances (international order volume)".
So a brand with heavy products, long shipping distances or a high return rate will show its customers a higher coverage price, which is the mechanism by which the model stays free to the merchant.
The refund detail matters. The same article states: "In an effort to de-incentivize refunds, most merchants select Redo coverage to only be active for Exchanges and/or Store Credit. This means that when a customer wants to return for a Refund, the customer will be responsible for the cost of the return shipping label, regardless of whether they purchased Redo coverage initially." Coverage can also be switched off for specific products: "you will see the option to exclude Redo coverage for product tags, customer tags, and collections."
Read as a buyer: the model gives you a free portal and pushes customers toward exchanges and credit, and it does so by charging at checkout and by charging refund-takers for their label. Both are choices with a conversion and a customer-experience cost that a brand should test rather than assume.
The per-unit prices for everything else
Redo publishes unit prices for its non-returns modules. From the pricing page on 25 September 2026: "Checkout optimization $0.40/order", "One click upsell $0.06/order", "Email & SMS Starting at $0.002 per send", "Order tracking $0.08 per tracked order", "Recover 10% of recovered revenue", "Contextual Starting at 0.004 per session", "Support $0.20/resolution", "Support AI Agents $0.85/resolution", with "Returns AI Agents" and "Email AI Agents" on "Custom pricing" and "Reclaim - chargeback representment" listed as "Free".
For a returns buyer, the relevant lines are order tracking at $0.08 per tracked order, because tracked returns and a branded tracking page are usually part of the same decision, and the AI returns agents on custom pricing, because the "Return-specific AI agents" listed in the free tier and the "AI-reviewed returns" and "AI exchange recommendations" of the paid agents are different things.
Comparing the coverage model with the alternatives
Three pricing models exist for ecommerce returns software, and they put the cost in three different places.
| Model | Who pays the software | Who pays the label | Example |
|---|---|---|---|
| Customer-funded coverage | Nobody, the portal is free | The shopper, via a checkout fee; refund-takers pay their own label where coverage is exchange-only | Redo |
| Merchant subscription | The merchant, by tier | The merchant, through carrier accounts or platform rates | Loop: Essential "Starting at $155 per month", Advanced "Starting at $340 per month" (see Loop Returns pricing) |
| Volume-based | The merchant, priced on order volume | The merchant, on its own carrier contracts, with no per-label software meter | Pango |
To compare them, model total cost per processed return including the label, plus the checkout effect of a coverage fee, plus the staff minutes the tool does not remove. The method is in the true cost of a return, and the category's price ranges in returns management software pricing.
Where Pango differs
Pango does not sell coverage. Returns, exchanges and claims run on the same system that handles checkout delivery, carrier routing, pick and pack and tracking, priced by order volume, with the return label and the replacement shipment booked through the brand's own carrier connections. Exchanges go to any product in the store, refund logic is set per merchant and per country, and the inbound scan triggers the refund or restock rather than a status update. The product comparison is in Pango vs Redo, the alternatives view in Redo alternative, and Pango's plans are on the pricing page.
The bottom line
Redo's returns portal is free because the shopper funds the labels through a coverage fee priced from your return rate and label cost, and because refund-takers usually pay their own label. That can work well for an exchange-heavy brand and less well where a checkout fee costs conversion. Compare it with a subscription and a volume-based price on total cost per return, and test the checkout effect before committing. To see returns running on the same system as delivery and shipping, priced on volume with no coverage fee, book a demo.
