I really feel that after supporting ShipStation for over 10 years, like many others, it's time you offered a proper returns and exchanges system. Its now 2025! Give us better features!
Customers often want to exchange, not refund, yet ShipStation doesn't support exchanges at all. This forces merchants to create workarounds, and ultimately, lose revenue due to friction in the return experience.
Currently, we merchants have to cover the return postage for every situation. There’s no option to apply rules where, for example:
If the customer selects “Purchased wrong product” or “Want to exchange”, they would cover the return postage
If it’s a product fault or issue, then we would cover the postage
Platforms like Starshipit already support:
Exchange logic as part of the return process
Rule-based postage responsibility (merchant or customer, depending on reason)
Branded HTML email templates triggered by return milestones
Seamless automation that improves experience for both sides
ShipStation is great in many areas, but you’re falling behind when it comes to post-purchase experience. This should be a priority—it directly impacts customer satisfaction and merchant revenue.
