Customize Branded Returns page

Definitely need to be able edit/customize our own reasons for return. They're too general right now and therefore ineffective for reporting. Would like to be able to have a field for customer notes regarding the return or exchange as well. If they could say what they want to exchange for, it would make the process much smoother. As it is now, we have to personally contact the customer for each return/exchange to finalize the transaction.

I also agree with all of the items pointed out here. Really need to be able to customize the return reasons. It presents a weird/confusing experience if the reasons are not the same as the reasons for the return packaging.

I just implemented the self service return portal and there's a disconnect between customers being able to choose exchange as a reason but not having anywhere to put what they want to exchange it for. Right now we are just refunding them and telling them to place a new order but that creates some friction and could lead to those people deciding against spending the money again. Another option would be to have them enter their email in the returns portal and have an automated email ask them what they would like to exchange their product for. Either way, it seems odd that a customer can choose exchange as an option but then there is nowhere to put what you want or what you should do next.

Adding on to my original post since I did not mention this (but so many other people have): CUSTOMIZABLE RETURN REASONS: The return reasons you have are very general, and some don't even make sense for my company. (We are a fashion brand, so Rental and Warranty don't make sense). The return reasons also need to mirror our packing slip return reasons.

Strongly agree with everyone. Customization of the Returns portal will make businesses run smoother, especially in retail applications.

Would love to see a few more improvements: 1. Would really love the ability to customize the green-coloured font to a configurable colour, so it stays on brand. ex: Green does not work for our brand. 2. Ability to display the page in other languages. ex: Our webstore is available in both English and French, but ShipStation's Branded Returns portal is available only in English. Even Google Forms allows French by simply putting "&hl=fr" at the end of the URL. 3. Branded URLs. If there was a way to have the link live within our websites, or a customizable subdomain on ShipStation, it would be much better practice than the current limitation. Thanks.

Need to be able to customize the dropdown of "return reasons". The deafult options are just not sufficient.

We need to customize the return reasons

This is a No Brainer .... we need an editable list.

Currently, customers are able to submit product returns. However, having the functionality to request exchanges would be wonderful. Other Shopify plugins currently make this process very seamless. It would be great to be able to use it strait through shipstation.

Our Company has been unable to utilize Shipstations Branded Returns Portal as it does not allow us the option to edit the Return Reasons a merchant can choose. This has been a significant blocker to our business

I agree on this as a new customer that has already used SS extensively to ship our pre-orders via celery and now integrating it in with out regular shopify store: lack of Customizable Return Reasons directly impacts the workflow of my agents and reduces the utility of the return function in general. This minor tweak would be a huge gain, especially if you made it a viewable column in the "outstanding" and "received" views it would probably reduce overhead by a factor of 3x since we have to click each return RMA to find out the reason for the return right now

When processing a return, the customer now gets presented with "reasons to return" that do not apply to our products - such as "was a rental". I love the idea of the return portal, but which the options could be customized (or at the very least have the option to turn some off). Also, giving the customer the ability to chose an exchange instead of a return would be wonderful.

Any update on this? Would love to implement the branded returns portal, but not without custom rma reasons.

Any way to bulk update items not eligible for return? Or do I have to do thousands of products one by one?

Googled to locate this page because I wanted to edit return reason. I see that has been address at length. Hopefully that is completed soon. I have an idea for a work around that may help to be able to supply the cheapest way to ship an item or multiple items back or just offer multiple carriers. Currently we have the option to select only 1 shipping service and 1 package type. We offer many lightweight items which can be shipped postal first class. If I set my settings at 1st class for everything then any return over 1 pound cannot be processed through the system as it is set up. If we could create Return Rules we may be able to address this situation. Example is Rule 1 instructs system to use USPS 1st Class for all returns with total weight below 1 pound. Rule 2 instructs system that if the return total weight is 1 pound to 2 pounds then use USPS Priority Package. Rule 3 instructs system that if total return weight is over 2 pounds then use UPS ground. You can see my train of thought here. I am not a tech guy but I understand how to set up rules. I know you guys are continuing to develop this and we are looking forward to a much improved system in hopefully a short period of time. But nice job so far.

I really need to customize the return reasons. The default reasons are not suitable in any way to my apparel business. I see these requests for customized returns have been asked repeatedly for a year and a half. Please implement!!

The branded returns portal has been really helpful, but we have one issue regarding exchanges. The customer is able to select exchange as the reason for their return, but there is nowhere for them to tell us what size they need to exchange for, so we still have to engage in another email exchange to figure out what they need. We have in the return details that they should include the size they need in a note with their return, but no everyone reads the directions and does that. If they could give us the size within the returns portal it would be much more efficient. Thanks!

100% agree. The "returns reasons" are very lacking. No "too big" "too small" for our business is really hampering us. Should be allowed to select custom reasons.

After customers pull up the returns portal, they get to choose their return reason. However, if they choose exchange there isn't an option for them to choose what items they are wanting to exchange it for. Adding this feature would not only make the exchange process faster for both the customer and company, but it would greatly help with inventory so the company does not have to keep track of it.

This is something that is highly needed. We use Shipstation for mostly asset management. As such we are not selling to customers, but controlling a flow of equipment. Having custom reasons would be a big help in sorting the returned equipment.

Echoing "shopthedocks" that we need to be able to offer both USPS First Class and Priority based on weights. We can absolutely create automation rules for this if the option was available.

Currently when a customer returns their item, they have a dropdown to select the reason for the return. "Exchange" is an option. However, there is no other product exchange info the customer can fill out. It would be great if they could select the new product, color, SKU #, and size they prefer in exchange. Maybe an "additional details" section as well. Then we can go full automated and do not have to include a paper form inside the original package asking the customer what they want in exchange for their return. It would make the whole returns process much more seamless and save time and paper.

Ability to edit Return Reasons, and auto reply with terms of refunds on select products (i.e. "final sale" or "store credit only" styles) would help streamline the process, reporting, and assist in business/planning. Thank you.

Agreed. It is disappointing to see how many votes this has and how long this has been open without any indication of being put on the roadmap. It seems that it should be obvious that "missing parts" for a retailer selling candy or t-shirts, etc. is at best silly and at worst confusing for the customer. If the return reasons cannot be customized, then there should at least be an option to hide them and we could handle the return reasoning as part of the return flow on our site before the customer is directed to the ShipStation returns page.