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Reason for Return - Customization

Occasional Contributor

I see from previous conversations that this topic was brought up 2 years ago. I'm creating a fresh conversation in hopes that this gets some priority. I'm new to Shipstation but my very first thought when setting up returns on my website was "how do I customize the 'reason for return' dropdown?"

There are reasons on there that do not pertain to my business and I feel makes the customer experience a little clunky and confusing. It negates all the other hard work we do to brand everything else. 

Thanks for your time! Hope this super simple, yet highly beneficial edit can be applied soon!



Yes, customizations options would be great! Here are some specifics:

  1. Delete return reasons that do not pertain to our business (i.e. exchange)
  2. Create custom return reasons that make more sense to our business (i.e. did not fit)
  3. A optional pop-up to acknowledge the return policy (i.e. "I understand that $7.99 will be deducted from my return if I use this prepaid label)

Occasional Contributor

Any updates to this?   We wrote our rep who said they'd look into this and never responded.


Occasional Contributor

I haven't gotten any updates ... Not sure why such a simple ask is being ignored (or taking so long)


Hello @JKC311 and @RobertMc


Thank you so  all so much for being a part of our community and for sharing this feedback with us. There are not any updates to this request at this time, but as soon as there is an update to provide it would be posted here. 


If you are reading this post and would like to see this feature as well please comment and like this thread to show your interest. 


-Erin: Your Friendly Neighborhood ShipStation Community Manager 

We would also like to see custom options for reasons that apply to our business so we can get a clearer picture for enhanced customer experience and beneficial to our business.

Hello @LisaSMB!


Thank you for the post and idea. Please keep the good ideas coming. We are always interested in the ideas of our merchants. 


Happy Shipping!