Customize Branded Returns page

All companies vary in product and therefore they can vary widely in RMA reasons. Shipstation should allow custom RMA reasons to be set. We have a complex set of rules which correlate to different RMA reasons. Our exchange and return is actually higher than most companies because we allow customers to TRY things risk free and exchange them or get them personalized. Allowing us to set these custom RMA reasons would allow us to use shipstation to track properly the RMA reason that is specific to our business model.

The instructions for returning items (customer's view); Step 1 Print out the packing slip and return label. ** The customer is only able to print the label. The packing slip does not print. I love the new branded returns page but I cannot use it yet as there are still some kinks to it. I also would like to see more customization options as other customers have requested: 1. Allow us to modify and change reasons for return 2. When reason of return is "other" or "exchange" have notes field for customer to enterd details of return 3. Ability to disable certain products from being allowed to be returned. Thank you for your time

We would love for the customer to be able to write a note, especially when they choose "Exchange" as their reason for return. Thanks!

Agreed! We would really like the ability to disable many products from being allowed to be returned. That will be a game changer for us.

We also need an approval step for returns, controlled by the merchant before a label is sent out

we need a print out for the RMA return info page too

The ability to disable certain products from being allowed to be returned is a huge limiting factor for us. We can't have people sending some products back. So either an approval process for returns, or just being able to setup preset groups that disable returns on products would be great.

Agreed on all! We would love to use this feature, however, without an approval process for returns we can't utilize it. We also would require notes field for exchange, defective products, etc.

When emailing return labels, it would be helpful to attach an exchange form as well.

Totally agree regarding this. I really miss this function, and I'd like that we can set up the text or content we would like to display on the first page of the branded return portal. We have a lot of customers that they don't know where to find the order number or if they have to write down the shipping or the billing zip code on that page.

It would also be helpful if the portal could be used to inform the customer of the return/exchange policy as well as process a return/exchange with the option of making the customer cover the shipping costs based on the return reason. For example- If an item is received damaged, a prepaid return label is created. But if a customer changes their mind, they are instructed on how to return the item, but they must provide a shipping label.

Right now most of my returns are due to sizing issues, but I am stuck picking from a pre-defined list of return statuses/reasons. Please make it possible to create your own custom return reasons.

Would LOVE it if this could be changed so we could use our own return reasons. Some of the return reasons simply don't apply to our business and not all companies do exchanges. If you would consider updating this we would appreciate it

Love that this has a few votes! We were really wanting to use the Branded Returns, but we deal with first class and priority mail packages and need to adjust the messaging to tell customers to ship it back in just an envelope instead of the USPS Priority Box. Right now, the four steps are too generic to help explain our return process. Also, if someone wants to exchange, it would speed it up if they could say what they are looking to exchange!

Co-signed! We should be allowed to have full editing control of the Return Reasons so we can ensure the reasons in the drop-down menu are relevant and mirror the store’s return policy.

Agreed! It would be really really great if we could edit/customize our own reasons for return. They're too general right now and therefore ineffective for reporting.

I'm new to ship station and the branded return page. Be able to customize the "return reason" field would be awesome. Also having a field on the front end for a customer to leave notes would be great

Yes, ShipStation should definitely allow customizing the RMA reasons fields. Our business needs and expects this for all the same reasons any business would. A bad fit makes everyone look bad.

Yes, please! I'd really like to be able to customize the return reasons and to have a notes field for exchanges.

Admin, there is no notes field currently in the returns portal. Only in the admin returns area.

On board with the rest of these comments. Our main concern is for items labeled FINAL SALE. Ideally, we would like to disable the option to return on these items. But really, we would settle for the ability to pull the FINAL SALE messaging onto each line item so that the customer is further aware. This messaging already lives on the Packaging Slip, so I imagine pulling the field text would not be too difficult. Overall, it seems that having the ability to make this return portal more customized would be ideal. Ability to code in messaging on the front end, or further update error messaging when the customer cannot create a return label would be amazing as well.

Hey @All. Thanks for leaving your thoughts, everyone! We’ll keep this in mind; for now, please leave your votes and comments to help keep this discussion active. Being specific in how this would affect your workflow and how you're currently doing it will help our product team to implement new features.

This feature would help for us to better narrow down pain points or specific issues customers are having with products so that we can modify our production. Right now we use this feature on ShipStation to pull reports on which products get returned most frequently and specifically for what reasons. Being able to create custom fields for this would greatly increase our ability to improve our products for our customers.

I agree with all of these points. We could really use a Returns Portal that allowed more reasons (customized) reasons for return. Additionally, our apparel categories have different return policies. We sell Halloween costumes and we don't want customers to have the same return policy for costumes as we do with other non-seasonal items that we sell. It would be really nice if we could set different return deadlines for certain products or categories in our store. I've seen other return platforms that offer this customization so it would be nice if ShipStation could also add this feature.

I would like to see an option for customers to get an additional email notification once a return/exchange has been processed so they receive the tracking for their item. We received several emails per week from customers asking where their exchange is in the process and what the tracking number is for their processed package coming back out to them. Currently we are forced to manually retrieve this information and respond to their request.