Return Poral

[scott23]

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.

[CaraAdmin]

Hello @scott23!

We’ve got some fantastic news to share! 🎉 ShipStation has officially launched Returns Management — a brand-new way to simplify and streamline your returns process.

Check out our launch article to explore all the exciting features and start your free trial today, which is available to the Standard and above plans. 

Here’s a quick look at what’s included:
1️⃣ Customizable Returns
2️⃣ Exchanges
3️⃣ Create RMAs
4️⃣ Branded Returns
5️⃣ Return Labels

I hope you find this helpful, and if you have any additional questions or feedback, please feel free to reach out here or to support@shipstation.com.
 

Here’s to smoother returns!

-Cara
 

[scott23]

Hi, 

I had a look but doesnt explain how to turn on, in settings there is nothing about return management in return tab or store tab - how do we activate this and is it included in our current plan?

[Shaun]

@CaraAdmin 

How do we access returns management? Am I missing something all I can see is the returns tab and nowhere to customise apart from in the store set up.

[CaraAdmin]

Hello @Shaun!

Thank you for your post! @scott23 was absolutely right — the Customer Return Portal is available only to Shopify users. However, we do offer the Branded Returns Portal for users on other platforms.

This option can save you time by letting your customers initiate their own returns — think of it as a simple, self-service returns experience that keeps things running smoothly for everyone. 

Once you have a chance to review, feel free to reach out here or to support@shipstation.com if you need any assistance. 

Happy Shipping and Returns!

-Cara

[scott23]

I asked support about this and its only available for Shopify users. Looks like they have no idea about this

[Shaun]

@CaraAdmin we use Shopify but can see how to activate Returns Management.

[CaraAdmin]

Hello @Shaun!

Thank you for your post! If you’re using Shopify, you can find step-by-step instructions in our Help Center article titled Customer Returns Portal.

If you need any help along the way or have questions about setup, please don't hesitate to reach out to support@shipstation.com — our team will be happy to assist you.

Happy Shipping and Holidays!

-Cara

[Shaun]

Thanks @CaraAdmin I have contacted support.