Returns paid for by customer?

[NEV]

Is there a way to set up certain returns to be postage paid for by customer? I ran the returns portal pretending to be a customer and selected "Changed my mind" and the return was automatically accepted and a label was immediately ready. Indicating that we are paying for return shipping. We do not want every return scenario to be our cost. Is there a way around this?

[Moderator-Davis · Accepted solution]

Hey there @NEV, 

You are correct, currently, if a return label is created, you as the merchant would pay that cost. There is not at this time a way to charge the customer for the label via ShipStation. 

With that in mind, I'm sure some other users have figured out how to do this, although outside of our platform, and I absolutely encourage them to share their solutions! 

[DeltaMolding]

Free returns is on the decline. Currently, only 49% of online retailers offer free returns, so the Shipstation returns management process does not work for the other 51%. 

Like many retailers, we pay return postage if we messed up. However, the customer pays return postage if they change their mind. We need a returns process that works for both scenarios. 

[adam26]

I think there should be a way to mark returns as "No shipping" so that no shipping label is produced and the customer pays the shipping. This should work from the customer side and from the back office side.

[CaraAdmin]

Hello, @adam26!

While this feature isn’t currently on our roadmap, we’ve made sure the development team is aware of your request. If anything changes, we’ll be sure to keep our merchants informed.

Keep sharing your ideas! Happy Shipping! 

-Cara