Explains the various ways to create return labels in ShipStation
It's important you have the ability to create return labels so your customers can get items back to you, whether the product wasn't what they were expecting, arrived damaged, or was the wrong item altogether.
To learn how a good returns policy can actually help increase your business, check out our How to Process Returns blog post.
In ShipStation, you have three ways to create return labels, each with its own advantage:
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Create a return label and email it to your customer when they request one.
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Send a return label with the shipment so your customer can return without contacting you.
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Let your customer self-serve using the ShipStation Branded Returns portal.
Review our Branded Returns article to learn how to set up and use the Branded Returns option.
How Returns Work in ShipStation
Creating a return label uses funds from your carrier account. ShipStation currently does not support invoicing customers for return label fees. Return labels are not available for international shipments and cannot be generated for U.S. territories or APO/FPO/DPO addresses due to the need for customs information. It's important to note that creating a return label does not trigger marketplace notifications to the order source, and these labels count towards your monthly shipment limit, even if they remain unused.
Returns for Specific Carriers and Multi-package Shipments
Not all carriers or services can be used for return labels. Refer to the Integrations Help Guide for carrier-specific details. Please keep in mind that the multi-package option is not applicable for return labels. If you select the option to include a return label with outgoing shipments set to use multiple packages, only the outgoing labels will generate. If you require return labels in this scenario, consider splitting the order into multiple shipments and following the steps below to generate a return for each order.
Billing and Voiding for Return Labels
The billing process for return labels varies depending on the type of carrier. Labels created with ShipStation Carriers or prepaid postage providers like Stamps.com or Endicia will be charged upon creation, with the exception of Endicia's pay-on-use labels. You can void unused return labels for a refund, similar to outbound labels. In contrast, return labels using invoiced carriers, such as UPS or FedEx, will only be charged to your account if the label is used.
Watch this demo video to learn how you can create return labels on demand in ShipStation.
ShipStation University Creating Return Labels Course
If learning by doing is more your style, take the ShipStation University Creating Return Labels course. The lesson videos will show you how to create individual return labels on demand, send return labels with your outgoing shipments, and use the Branded Returns Portal so your customers can self-service their returns.
You can create a domestic return label for orders you have created labels for or marked as shipped in ShipStation. You can initiate the Returns process from either the Order Details or the Shipment Details screens.
From Order Details
-
Select Returns (
) in the left-side menu. Then, click the Create Return (
) button.
-
Select the item, the quantity being returned, and the return reason. Then, click Continue.
A new return is created and is displayed in the left-hand sidebar.
-
Configure the shipment details for the return label. Be sure to specify if you wish to email the return label or download the return label to your computer.
-
Click the Authorize & Email/ Download PDF button to generate the return label.
The button name changes based on the selection you made in step 3.
You should now see the Return Record in the Shipments section of the Order Details screen. The return record will also show in Shipping > Returns. Learn how to mark returned shipments as received.
Set a Default Return Service
If all of your return labels will use the same service and package type, you can set a default return service in Settings > Shipping > Returns so the service and package type will auto-populate each time you create a return label.
Select Same as Outbound to set the service and package type to the same service and package type used for the outbound shipment, or set to the specific service and package type you wish to use for every return label.
You can always configure an individual return with a different service and package type if you choose to.
The default return service does not apply to return labels created at the same time as the outbound labels.
If you did not email your customer a copy of the return label when the label was created, but want to send them one now, follow the steps below:
-
Go to the Shipments tab, then the Returns section in the left-hand sidebar.
-
Click the RMA # to open the Return Details screen.
-
Click Other Actions then choose Send Return Label.
The Send Return Label option is also available from the Other Actions menu in the Returns grid.
-
Enter your customer's email address and click Send.
Your customer can then print the return label for the shipment and send it back to you.
If you'd like to customize a return email message that will always be included in the email to your customer that contains the return label:
There is a selection of reasons for returns that can be useful for reporting. The included reasons are:
-
Arrived Too Late
-
Changed Mind
-
Courtesy Return
-
Damaged
-
Defective
-
Exchange
-
Missing Parts
-
Not as Described
-
Ordered Wrong Item
-
Other
-
Received Wrong Item
-
Rental
-
Warranty
These reasons are listed both in-app and on the branded returns page. Run your Returns Export to get a spreadsheet that includes the Return Reason to evaluate common reasons for returned items.
The option to create a return label at the same time as the outgoing label is only available for USPS, FedEx, UPS, and Canada Post domestic shipments. Return labels cannot be billed to a third-party carrier account, even if the outbound label is billed to a third party.
Insurance Settings and Rate Quote not included with Returns
-
Insurance settings will not carry over to the return label. If you need insurance for a return label you send with an outbound shipment, use the Rate Calculator to create that return label.
-
The rate for the return label will not be included in the quoted rate displayed in ShipStation.
To create a return label at the same time as the outbound shipping label so you can include the return label with the shipment, do the following:
-
Set the shipping service and package type for the shipment in the Configure Shipment Widget.
-
Go to the Other Shipping Options section in the Shipping Sidebar.
-
Check the box for Include a return label with the outgoing shipping label.
You will then see drop-down menus for the return service and package type.
If the Include a Return Label option is not available, that means this feature is not available for shipments using the service selected in the Configure Shipment Widget.
-
Select the Service and Package type for the return label.
You should then see the Include return label indicator next to the Other Shipping Options header.
Now, when you create the outbound label, ShipStation will also create the return label using the service and package you selected. ShipStation will use the same weight and dimensions for the return label as for the outbound shipment.
Automate Your Return Labels
If you plan to always include return labels for certain shipments, use Automation Rules to automatically apply the Include Return Label option for your orders.
You can create a return label in the Rate Browser if you need to create a return label that is not associated with an order. The process is very similar to creating an outbound label with the Rate Browser, with one small change.
Watch this demo video to learn how you can create return labels on demand in ShipStation.
ShipStation University Creating Return Labels Course
If learning by doing is more your style, take the ShipStation University Creating Return Labels course. The lesson videos will show you how to create individual return labels on demand, send return labels with your outgoing shipments, and use the Branded Returns Portal so your customers can self-service their returns.
You can create a domestic return label for orders you have created labels for or marked as shipped in ShipStation. You can initiate the Returns process from either the Order Details or the Shipment Details screens.
From Order Details
-
Select Returns (
-
Select the item, the quantity being returned, and the return reason. Then, click Continue.
A new return is created and is displayed in the left-hand sidebar.
-
Configure the shipment details for the return label. Be sure to specify if you wish to email the return label or download the return label to your computer.
-
Click the Authorize & Email/ Download PDF button to generate the return label.
The button name changes based on the selection you made in step 3.
You should now see the Return Record in the Shipments section of the Order Details screen. The return record will also show in Shipping > Returns. Learn how to mark returned shipments as received.
Set a Default Return Service
If all of your return labels will use the same service and package type, you can set a default return service in Settings > Shipping > Returns so the service and package type will auto-populate each time you create a return label.
Select Same as Outbound to set the service and package type to the same service and package type used for the outbound shipment, or set to the specific service and package type you wish to use for every return label.
You can always configure an individual return with a different service and package type if you choose to.
The default return service does not apply to return labels created at the same time as the outbound labels.
If you did not email your customer a copy of the return label when the label was created, but want to send them one now, follow the steps below:
-
Go to the Shipments tab, then the Returns section in the left-hand sidebar.
-
Click the RMA # to open the Return Details screen.
-
Click Other Actions then choose Send Return Label.
The Send Return Label option is also available from the Other Actions menu in the Returns grid.
-
Enter your customer's email address and click Send.
Your customer can then print the return label for the shipment and send it back to you.
If you'd like to customize a return email message that will always be included in the email to your customer that contains the return label:
There is a selection of reasons for returns that can be useful for reporting. The included reasons are:
-
Arrived Too Late
-
Changed Mind
-
Courtesy Return
-
Damaged
-
Defective
-
Exchange
-
Missing Parts
-
Not as Described
-
Ordered Wrong Item
-
Other
-
Received Wrong Item
-
Rental
-
Warranty
These reasons are listed both in-app and on the branded returns page. Run your Returns Export to get a spreadsheet that includes the Return Reason to evaluate common reasons for returned items.
The option to create a return label at the same time as the outgoing label is only available for USPS, FedEx, UPS, and Canada Post domestic shipments. Return labels cannot be billed to a third-party carrier account, even if the outbound label is billed to a third party.
Insurance Settings and Rate Quote not included with Returns
-
Insurance settings will not carry over to the return label. If you need insurance for a return label you send with an outbound shipment, use the Rate Calculator to create that return label.
-
The rate for the return label will not be included in the quoted rate displayed in ShipStation.
To create a return label at the same time as the outbound shipping label so you can include the return label with the shipment, do the following:
-
Set the shipping service and package type for the shipment in the Configure Shipment Widget.
-
Go to the Other Shipping Options section in the Shipping Sidebar.
-
Check the box for Include a return label with the outgoing shipping label.
You will then see drop-down menus for the return service and package type.
If the Include a Return Label option is not available, that means this feature is not available for shipments using the service selected in the Configure Shipment Widget.
-
Select the Service and Package type for the return label.
You should then see the Include return label indicator next to the Other Shipping Options header.
Now, when you create the outbound label, ShipStation will also create the return label using the service and package you selected. ShipStation will use the same weight and dimensions for the return label as for the outbound shipment.
Automate Your Return Labels
If you plan to always include return labels for certain shipments, use Automation Rules to automatically apply the Include Return Label option for your orders.
You can create a return label in the Rate Browser if you need to create a return label that is not associated with an order. The process is very similar to creating an outbound label with the Rate Browser, with one small change.