We would love to see an update to how ShipStation handles return confirmation emails.
Currently, even when a branded sender email is configured and verified, return confirmation emails are still sent from tracking@shipstation.com instead of the designated branded address. This differs from other notifications (shipment, delivery, etc.), which correctly use the branded sender email.
This creates a few challenges:
- Customers receive inconsistent communication from different email domains, which can feel less cohesive and potentially confusing.
- Customers are unable to reply directly to return-related emails, which limits our ability to provide quick support and creates unnecessary friction in the return process.
- It impacts brand trust and the overall customer experience, especially for companies that prioritize a more concierge-style communication approach.
Feature request: Allow return confirmation emails (including return label notifications) to be sent from the configured branded sender email, just like other shipment-related notifications.
This would:
- Create a more consistent and professional customer experience
- Enable direct communication if a customer has questions about their return
- Align return workflows with the rest of ShipStation’s notification system
This feels like a natural extension of the existing branded email functionality and would make a meaningful difference for teams managing customer experience end-to-end.