Standard Returns Legacy

Updated May 05, 2026 16:00

With ShipStation Standard Returns portal, you can save time by allowing customers to initiate their own returns. Think of it as self-service returns that reduce manual work and streamline the process for everyone.

Signed up on or after April 30th, 2026?

If you signed up for ShipStation on or after April 30th, 2026, visit the new Branded Returns Portal page for information on how to set up your self-service returns portal. The information on this page is regarding the legacy Standard Returns Portal.

Requirements

To use Standard Returns, you must be on a Standard or Premium plan.
You must enable the Standard Returns portal for each store you wish to allow self-service returns.
The Standard Returns Portal can only create return labels for shipments that were initially created in ShipStation. Orders sent to fulfillment or marked as shipped will not qualify.
As with all return labels created within ShipStation, returns can only be created for domestic shipments (shipments with a destination address in the same country as the shipment's origin address).
If a product record exists in ShipStation, the product must be marked as Returnable. Products with no product record are always considered Returnable.
Currently, you can use the Sstandard Returns Portal with the following carriers for domestic shipments:
- 🇺🇸 US Carriers: USPS, FedEx, UPS
- 🇬🇧 UK Carriers: EVRI, ParcelForce (drop-off services only), UPS, DPD (drop-off services only).
  - EVRi Drop-Off Finder
  - Parcelforce Drop-Off Finder
- 🇨🇦 Canada carriers: Canada Post (commercial accounts only), Purolator, FedEx, UPS
- 🇦🇺 Australia carriers: Australia Post (must use return-specific services), StarTrack (all StarTrack returns must be manifested using ShipStation's End of Day process), Sendle (must use return-specific services).
- 🇫🇷 France carriers: Colis Privé, Colissimo, Chronopost, Mondial Relay
- 🇩🇪 Germany carriers: GLS Germany, DPD Germany, Hermes Germany

Enable Standard Returns

Configure the Store's Returns settings

After you've enabled the Standard Returns, the Returns tab of the store's settings includes four settings:

Setting	Description
Return exceptions	Determines how long a customer has to create a return label after the order’s ship date. This cutoff only affects the Branded Return Portal. You will still be able to create return labels beyond this limit in ShipStation.
Return service and package type	Determines which service and package type are available for the return labels. When you use a USPS Postage Provider like Stamps.com or any provider offered through ShipStation Carriers, you must enable auto-funding to ensure your account does not run out of funds when it creates return labels for customers. If you have not already enabled auto-funding, you will be prompted to enable it when you select a relevant service as the default. We do not support Endicia-related services as an option for the Branded Returns Portal at this time. You can currently select only one return service and package type to be available on the Branded Returns Portal.
Branded Returns Portal URL	Shows the URL of the Branded Returns customer portal.
Return policy message	Optional. Displays any text entered in this field on the Return Policy pop-up on the Branded Tracking Page and Branded Returns Portal. This setting is present whether or not the Branded Returns Portal is enabled since the Return policy message can be included in the Branded Tracking Page as well. The character limit for the return policy message is 500 characters.
Return email message	Optional. The message that will be included in Return Label emails. This field is not used directly on the Branded Returns Portal, but customers may see this message if you have to email them return labels at a later time. This setting is present whether or not the Branded Returns Portal is enabled since it also applies to returns initiated through ShipStation. The Return Email Message field in ShipStation supports HTML if you'd like to enhance your return email presentation. There is a 2000-character limit for Return Email Messages.

Be sure to Save Changes when you're done!

The Customer Perspective

If the product is not Returnable, your customer cannot create a return label for the product and will see the message "This item is unable to be returned".

Customer view of the Branded Returns Portal shows item with the following message: "This item is unable to be returned."

Printing from a Mobile Device

If your customers access the Branded Returns Portal from a mobile device, they may be unable to print the label after creating it. At this time, ShipStation recommends you advise your customers that for the best experience, they should print their return label from a desktop or laptop workstation, rather than a mobile device.

Notes about Standard Returns

To determine the return shipment details, ShipStation will use these values:
- Return Address: Will use the Ship From Location used to create the outbound shipment.
- Weight: Will use the weight set as the Product Default or the product weight sent to ShipStation from the selling channel multiplied by the quantity being returned.
  
  If no weight is set for the product or if the selling channel does not send specific product weights, ShipStation will divide the total weight of the outbound shipment by the total number of items in the shipment, then multiply by the quantity being returned.
- Dimensions: Will use the same dimensions as the outbound shipment.
When your customer creates a return label, ShipStation adds a return shipment record to your ShipStation account in Shipments > Returns. From here, you can download the label should you ever need to email it to your customer.
The Returns Portal works with both single-shipment and multi-shipment (split) orders