Navigate to Return-Settings / General in your Rich-Returns dashboard.
There is a field for "Excluded product tags" near the top of the page.
Add the product tag of the affected product exactly as you have written it in your Shopify store for the product.
One product-tag per line (no comma inbetween).
A product tag consisting of multiple words goes on one line (Excluding items based on product tags: I have a tag with two words. How do I write it exactly?)
Think your product is still not being excluded? See our Playbook for non-matching product tags.
The product will show up as "Not eligible for return" for the customer during the return process.
Tip: To prepare the customer for this situation and reduce support inquiries it makes sense to clearly communicate any excluded products and categories on your own returns-policy page.
Special Case: Route Insurance and 3rd party products
How do I make sure the Route Shipping Insurance (or other 3rd party products) can't be available for a return?
Products can only be excluded based on a product tag you assign to them in your Shopify dashboard. If there is no product tag because it is a product of a 3rd party app you need to check directly with their developers if there is an option to add a product tag from their side. After that add the product tag to our dashboard.