This guide shows you how to set up, use, and manage Shopify Returns & Exchanges for ShipStation. You can create, organize, and track return shipments, all from one place.
Customize your return process to match your workflow with flexible settings and automation options in Shopify Returns & Exchanges. This feature simplifies post-shipment operations for you. It also improves the returns experience for your customers by keeping them informed every step of the way.
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A connected Shopify store. Learn how to connect stores in ShipStation
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An active carrier setup on the ShipStation account. You can use ShipStation Carriers or add your own carrier account.
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An active Ship From Location and Return address
Subscription Plan Requirement
This feature is not available for all subscription plans. If you would like to use this feature but cannot access it as described in this article, you will need to upgrade your plan. For more information on which features are available with your plan, visit Manage Your Subscription.
To upgrade your plan, go to Account Settings, then choose Account > Payment & Subscription.
New ShipStation merchants who have a Shopify store can activate Shopify Returns & Exchanges when they set up their ShipStation account.
Shopify Returns & Exchanges activation is available to current ShipStation merchants via two locations in the application: the Returns Grid and the Store Setup Settings.
Set Up for Pre-Existing Shopify Stores
This procedure is for pre-existing stores. If you need to connect a Shopify store, please see the Connect section of our Shopify Integrations Guide.
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Click Activate.
A store activation pop-up will appear.
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Click Activate next to your desired store.
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New vs. Pre-Existing ShipStation Accounts
For first-time merchants logging in to their new ShipStation account, ShipStation will skip Steps 4 & 5 and automatically complete them for you. Pre-existing merchants must complete Steps 4 & 5.
Click Authenticate.
You will be redirected to your Shopify Store to confirm access.
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Confirm your access in Shopify and return to ShipStation.
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Select the carrier(s) you would like to use for processing returns from the list of carriers already added to the account.
Click Continue.
Modify or Update the Return Services
To modify or update the return services you use, go to Settings, select Shipping from the side panel, and then choose your desired Carrier. See the Disable Services or Carriers section in ShipStation Carriers.
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Select the Ship From location you would like to use for processing returns.
Once authenticated, a success message will show on the Activation pop-up.
Set Up for Pre-Existing Shopify Stores
This procedure is for pre-existing stores. If you need to connect a Shopify store, please see the Connect section of our Shopify Integrations Guide.
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Go to the Returns tab, then click Activate.
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Select Activate next to your desired store.
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Select 1 of 2 options for your Default Return Service:
Option 1: Cheapest, or
Option 2: Use my preferred service.
Select your preferred Carrier and Service from the dropdowns.
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Click Continue.
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Choose your Return Shipping Location, then click Finish.
You will see a success message and more options.
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Choose to Activate another store or Manage Return settings.
You can also close the activation pop-up.
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At this time, only orders from Shopify work with Shopify Returns & Exchanges in ShipStation. More selling channels and marketplaces are coming soon!
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You can only use Shopify Returns & Exchanges with a Shopify store that is not already connected to Return Rabbit.
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Currently, Shopify Returns & Exchanges only supports domestic shipments. You cannot create return labels for international shipments at this time.
This document outlines the default settings automatically enabled for ShipStation Returns & Exchanges upon account creation. These initial settings, which include the return location, refund methods, and return reasons, are designed to streamline the onboarding experience, simplify return management, and ensure immediate operational readiness.
You can edit or customize these settings at any time in the Returns Settings menu.
Ready for a webinar about ShipStation Returns & Exchanges?
For a deeper dive into all of ShipStation Returns and Exchanges' available features, see our on-demand Simplify Shopify Returns & Exchanges onboarding webinar.
For more details about how to use ShipStation Returns, please see our Get Started with Returns & Exchanges in ShipStation article.
Review the list of details below to understand the baseline functionality of your returns feature. While these defaults ensure you can begin processing returns immediately, you can easily review and customize every setting detailed in this guide at any time in the Returns Settings menu.
Access Return Settings Menu
To access the Returns Settings menu link (here and above), you will need to be logged in to your ShipStation account, and you will need to have Shopify Returns & Exchanges enabled in that account
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Return Location Selection: Defaults to the Ship From address created within ShipStation. You can update this address in your Store settings for ShipStation Returns.
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Refund Methods: Refunds default to the original payment method. Optionally, you can change this to enable Gift Cards.
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Exchanges are enabled: Shoppers can use exchanges to swap a return for a replacement item. You can learn more about exchanges in our Create and Manage Exchanges article.
Exchanges are preconfigured with the following settings:
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No monetary incentives are enabled to promote Exchanges.
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The ability to Purchase additional items during the exchange process is disabled.
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Return Reasons: A set of default Return Reasons is pre-configured:
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Ordered Incorrect Product
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Changed My Mind
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Defective Items received
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Style not as expected
You can configure custom reasons and sub-reasons in the Returns settings.
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Return Window: The default timeframe is set to 30 days after the order was delivered.
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Shipping Cost: The setting is enabled to have Shoppers responsible for paying the return label fee instead of sending a Prepaid Return Shipping Label.
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Return Fees: The setting is enabled to exempt Shoppers from processing/restocking fees.
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Branded Theme: The customer portal Landing page is enabled at signup. You can fully customise this feature to include your brand logo, favicon, and brand colors. To host it on your website, copy the link available in the Settings page.
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Features that do not require printing:
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No Label Feature: Enable shoppers to return their items using a barcode instead of printing a physical label. Available for USPS and UPS only.
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No Box, No Label: Enable shoppers to drop off their items at The UPS Store® anywhere in the US without printing a label or repackaging their shipment. The shopper is given a barcode that can be scanned.
Learn more about the No Box, No Label feature.
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This guide shows how to create a return for your Shopify order using Shopify Returns & Exchanges in ShipStation.
This Feature is Part of Shopify Returns & Exchanges
In July of 2025, ShipStation released Shopify Returns & Exchanges. The contents of this article are related to that workflow.
For information on other return workflows please see Returns & Exchanges in ShipStation.
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Select the return Quantity and the Return Reason.
Return Reasons include:
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Ordered Incorrect Product
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Changed My Mind
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Defective Item Received
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Style not as Expected
Within each Return Reason option, you can add a return explanation.
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Click Continue.
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Choose the Return option and click the Return button.
The next screen will show the item as Marked for Return.
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Verify that the item(s) in the Create Return or Exchange pop-up are correct, then click Continue.
You can add additional returns or exchanges to the remaining items in the order.
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Add a Phone Number for the customer, then click Save Changes.
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Complete the Return Location, Return Shipment Details, and all relevant information in the Configure & Submit Request pop-up.
Waive Label Cost
Check the Waive Label Cost box to charge your account for the return label instead of the customer.
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Click Confirm Request.
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Add your email address, and click Save Changes.
A Service Request email will be sent with instructions to finalize your refund or exchange.
The Return Details pop-up will show.
The item will appear in the order as Awating Refund Approval status until the item has been returned. Then you can approve the return, reject it, or take alternate actions for the return.
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Choose Approve all to approve and accept the return, Reject all if the return is unacceptable, or Return Actions for additional options.
The Shopify Returns & Exchanges portal in ShipStation allows you to easily manage returns and offer exchanges for your customers. This guide covers the steps to activate and configure exchanges in your ShipStation account, and details how to create an exchange for an order.
This Feature is Part of Shopify Returns & Exchanges
In July of 2025, ShipStation released Shopify Returns & Exchanges. The contents of this article are related to that workflow.
For information on other return workflows please see Returns & Exchanges in ShipStation.
You will need to enable the Shopify Returns & Exchanges feature on every Shopify store that you want to allow exchanges from users:
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Select the Returns tab from the Store Settings menu.
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Click the Configure returns settings button to access the Returns Management Portal.
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Select Exchanges from the Return Management section of the portal.
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Slid the toggle to activate or deactivate the Exchanges feature as needed.
Once enabled, you will need to configure your Request Reasons settings to offer exchanges to your customers.
Limitations of Shopify Returns & Exchanges in ShipStation
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At this time, only orders from Shopify work with Shopify Returns & Exchanges in ShipStation. More selling channels and marketplaces are coming soon!
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You can only use Shopify Returns & Exchanges with a Shopify store that is not already connected to Return Rabbit.
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Currently, Shopify Returns & Exchanges only supports domestic shipments. You cannot create return labels for international shipments at this time.
Once you have enabled Shopify Returns & Exchanges for your Shopify store in ShipStation, these are additional configuration settings you can toggle On or Off as needed:
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Apply tax for exchanges: Enable this setting if you want ShipStation to compute and charge taxes on exchange items.
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Honor Inventory Policy: With this enabled, your customers can buy out-of-stock items.
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Discount Forwarding: Enable this setting to let your customers keep their original order discounts when they exchange items.
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Honor Original Price on Variant Exchange: Allow your customers to choose a variant item for the same price as the original, even if the promo period has ended.
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Exchange order serviceability: This feature determines if an Exchange order can be returned.
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Auto approve locked exchanges when inventory back in stock: If enabled, ShipStation will allow exchange requests for unavailable inventory items.
When your customer needs to exchange a product, it typically means that something wasn't quite right. Request Reasons will help you understand and track the issues your customers are encountering in a way that is tailored to your brand voice and can be as specific as you need them to be.
Return Reasons let you collect detailed information on why products are being returned. You no longer have to settle for generic reasons like too big, too small, changed my mind, etc. You can add as many return reasons as you want to collect meaningful data on your returned items, and even drill down to find the specific answers you're looking for by setting up sub-reasons.
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Click on the button to Configure Return Settings in the Returns tab of your Store Settings.
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Select Return Reasons from the Return Settings menu.
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Click the Create Reason button.
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Slide the toggle to activate your new Request Reason.
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Enter the Reason ID and Return Reason information. Note: These fields are required to save your new Request Reason.
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Reason ID: This field is an internal identifier used for reporting purposes. It is not shown to your customers.
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Return Reason: This field is shown to your customers when they select a reason for their return or exchange.
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(optional) Click the button Add Sub Reason if you want to let your customers add additional context to their main Return Reason. Check the box to allow customer to select multiple reasons if you want your customers to be able to choose multiple reasons in their return portal.
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Slide the toggles for your additional Request Reason preferences.
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Allow Return: Enable to let your customer return the item they are requesting to exchange or return for a refund.
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Exchange with any variant of the product: Enable to let your customer to exchange the item for any available variant of the product they purchased.
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Exchange with any product in the catalogue: Enable to let your customer exchange the unwanted product for any item in your store.
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Show exchange recommendations: You must have the Exchange Recommendations feature enabled to use this setting. This is set up in the Configure > Return Management > Exchanges > Exchange Recommendations section of your Return & Exchanges for Shopify settings. Once activated recommendations will load in the drop down menu.
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Media Upload: Allow your customers to upload images or files to support the reason for their return.
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Keep Item: Enable this to let customers keep the product without returning it or damaged items where return shipping isn’t required.
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Apply reason on specific products: Enable to limit this return reason to specific products or product types. If this toggle is disabled the return reason will apply to all returnable products.
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Add Products: This button opens a pop up menu to add your Request Reason to specific products.
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Add Product Type: This button opens a pop up menu to select the group of product types to apply your Request Reason to.
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Click the Create button to save your new Request Reason.
You will be able to view your existing reasons in the Request Reason grid on the configuration page.
To reorganize your active Request Reasons just click and hold the drag handle to move the Active entries as needed. Inactive reasons will automatically move to the bottom of the list and turn grey so it's easy to keep track of your active Request Reasons.
If you need to remove a Request Reason click the trash icon to delete the entry. Note: This is a permanent change and you will not be able to undo it.
To edit existing reason settings click the edit icon to access the reason editor. Don't forget to save your changes if you make an update to your Request Reasons.
If your customer needs to exchange an order item, you can generate a trackable return label and product exchange with the Returns & Exchanges for Shopify feature. To create a return or exchange in ShipStation, you must first have ShipStation’s Returns set up and enabled in your ShipStation account.
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Select the shipment for the exchange you want to create.
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Click Create Return.
The Create Return button is available on the Shipments grid and in the Shipment Details.
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Select the product to return or exchange.
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Select the return Quantity and the Return Reason.
Return Reasons include:
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Ordered Incorrect Product
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Changed My Mind
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Defective Item Received
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Style not as Expected
Within each Return Reason option, you can add a return explanation.
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Click Continue.
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Choose Return as the desired service.
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Select Exchange to mark the item for exchange, then click continue.
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Add a Phone Number for the customer, then click Save Changes.
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Complete the Return Location, Return Shipment Details, and all relevant information in the Configure & Submit Request pop-up.
Waive Label Cost
Check the Waive Label Cost box to charge your account for the return label instead of the customer.
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Click Confirm Request once you are ready to create the label.
When you receive the returned item from your customer, you will be able to approve or reject the return from the return details view.
ShipStation knows returns are time-consuming, and likely your least favorite part of running your business. The hard truth is they are not going away. By using the Shopify Returns & Exchanges Customer Returns Portal, you can save yourself time by allowing your customer to initiate their own returns. Think of it as self-service returns.
This Feature is Part of Shopify Returns & Exchanges
In July of 2025, ShipStation released Shopify Returns & Exchanges. The contents of this article are related to that workflow.
For information on other return workflows please see Returns & Exchanges in ShipStation.
You can customize your Customer Returns Portal with store branding, email templates and return shipping settings.
The steps below walk you through how to access and update your portal's branded theme.
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Navigate to Account Settings > Selling Channels > Store Setup and use the action menu to Edit Store Details.
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Click on the button to Configure Return Settings in the Returns tab of your Store Settings.
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Choose the Branded Theme section.
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Click on the pencil icon to update your portal settings. The preview at the bottom of this page will update as you make changes.
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(optional) Reach out to customer support to customize the subdomain of your portal url. You may choose any subdomain name, as there is no character limit (for example, custom_storename.shipstationreturns).
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Copy your Customer Returns Portal URL into your Shopify store or shipment notification emails so your customers can have access to self-serve returns.
Shipment tracking page is the page where your shoppers will come when they want to check on the status of their return or exchange shipments. You can configure the ads shown here.
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Navigate to Account Settings > Selling Channels > Store Setup and use the action menu to Edit Store Details.
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Open the Returns tab in your store settings.
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Click on the Configure Return Settings button.
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Choose Tracking Page from the Customer Portal section.
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Click the edit icon on the desired banner.
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Click on the edit icon in the top right of the pop up to upload your banner image.
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(optional) Enter the redirection link below the image.
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Click Confirm to save your changes.
With Shopify Returns & Exchanges you have the ability to completely customize email templates and even which parts of the return process will trigger an email to your end customer.
The steps below walk you through how to access and update the branded details of your Shopify Returns & Exchanges email templates.
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Navigate to Account Settings > Selling Channels > Store Setup and use the action menu to Edit Store Details.
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Click on the button to Configure Return Settings in the Returns tab of your Store Settings.
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Choose Email Templates from the Customer Portal Section.
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Access your email branding settings using the Branded Components option at the top of the page.
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Toggle on the desired branding sections: Header Logo, Header Banner Image, Footer Contact Information, Footer Digital Support, Footer In-Person Support, Footer Social Media links.
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Add your desired branding details to the fields in the left column for your email header and footer. The column to the right will show a preview of the details you have selected.
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Click Save Changes once you have made the desired updates.
If you need to make additional edits to your email templates click on Email Templates in the path at the top of the screen.
The steps below will walk you through how to edit your Return and Exchanges for Shopify email templates.
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Navigate to Account Settings > Selling Channels > Store Setup and use the action menu to Edit Store Details.
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Click on the button to Configure Return Settings in the Returns tab of your Store Settings.
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Choose Email Templates from the Customer Portal Section.
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Use the toggles to the left of each email type to activate or deactivate each type of email as needed.
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Click the edit icon to the right of the desired template to access the editing menu.
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Update the template details as desired in the editing menu.
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(optional) Click Preview to see an example of the email that will be sent to your Customers.
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Click Save Email to complete the update.
When using Shopify Returns & Exchanges you can enable, disable, and edit the following customer notification emails:
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Service Request - Return Label Sent if enabled this email will notify customers of a successful return, exchange, or purchase request along with shipping label and instructions.
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Service Request Cancelled if enabled this email will notify customers when the request is cancelled.
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Request Payment for Service if enabled this email will send a payment request to customers when a higher-level service (exchange or purchase) is requested.
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Payment Reminder for Service Request if enabled this email will remind customers to complete payment for their higher-order service request (exchange or purchase).
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Return Package Reminder if enabled this email will remind your customers to put the return package in the mail.
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Reverse Shipment Tracking if enabled this email will update customers on the status of their return package.
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Service Request Success Email if enabled this email will notify customers when their exchange or purchase has been successfully processed and share tracking information when possible.
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Refund Success Email if enabled this email will notify customers when a refund has successfully been initiated to their requested form of payment.
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Manual Deduction Email if enabled this email will notify customers when a manual deduction is applied on a refund request.
You can customize your Returns portal to show your customers a phone number or email to contact about their returns.
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Navigate to Account Settings > Selling Channels > Store Setup and use the action menu to Edit Store Details.
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Click on the button to Configure Return Settings in the Returns tab of your Store Settings.
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Choose Customer Care from the Customer Portal Section.
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Enter an email address (required) and phone number (optional).
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Click Update Information to save your changes.
If you need to provide additional details or a general message to your customers that are returning items you can customize a pop-up. This message will appear when they click "continue" after selecting items for exchange or return.
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Navigate to Account Settings > Selling Channels > Store Setup and use the action menu to Edit Store Details.
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Click on the button to Configure Return Settings in the Returns tab of your Store Settings.
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Choose Custom Pop-up from the Customer Portal section.
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Edit the pop-up heading, main contents, and toggle the option to require a checkbox with additional context as needed.
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(optional) Preview your pop-up.
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Save your changes.
Shopify Returns & Exchanges streamlines your returns and exchanges workflow in ShipStation, speeding up refunds and exchanges for your customers while minimizing the need for manual review.
For example, you can auto-approve refunds for items under a certain dollar amount or delay approval for high-value items. You decide which requests to automate based on product details, price, or return reasons.
There are two types of return automation:
Automation Rules can automatically approve refunds and exchanges for all products or for products within a specific price range based on the item’s first scan or final delivery.
Tag-Based Rules use order, product, customer, or discount tags to target a narrower set of requests while enabling a wider range of automated actions, such as blocking returns or offering alternative refund options.
This Feature is Part of Shopify Returns & Exchanges
In July of 2025, ShipStation released Shopify Returns & Exchanges. The contents of this article are related to that workflow.
For information on other return workflows please see Returns & Exchanges in ShipStation.
Automation Rules automatically approve refunds or release exchange orders based on conditions you set. You can create rules for products at different price points and choose whether they apply to refunds, exchanges, or both.
Rules can run when items are in transit or after they are delivered. For example:
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Approve refunds for items under $50 when tracking shows they’re on the way.
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Release exchange orders when returned items are delivered.
Consider these options for automation rules in your workflow.
Automatic Approval When Package is Delivered
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How it helps: As soon as the carrier reports that the return package has been delivered to your warehouse, ShipStation will automatically move the request past the Admin-approval step. No one on your team needs to click Approve. The refund or exchange will be triggered the moment a Delivered scan is received.
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Best for: Brands that are comfortable issuing a refund once the parcel is physically at their facility and want to shorten turnaround time.
Refund or Exchange Approved When Carrier Scans Package
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How it helps: ShipStation will automatically approve a request once the carrier performs the first acceptance scan (the package is In Transit). You’re effectively promising the shopper their refund or exchange as soon as the box enters the mail stream, and well before it reaches your warehouse.
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Best for: Brands that want to offer an Amazon-like Instant Refund experience and are willing to take on the small risk of approving before the item is in hand.
Modify Rule
Once a rule is created, you can always edit, delete, or disable that rule later on.
To create a Returns automation rule:
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Select Configure Returns Settings.
You will be redirected to a new returns management portal.
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Select Automation Rules.
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Select Add New Rule.
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Enable the Activate toggle.
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Create a Rule Name.
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Select an Action from the dropdown.
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Select Parameters. From here, you can select if the rule applies to returns, exchanges, or both.
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Select Create Rule.
Tag-Based Rules automate returns exceptions using custom logic applied to specific orders, products, or customers. This automation helps you control the returns process and prevent unwanted returns, all without manual review. Learn more about order tags in ShipStation.
ShipStation can activate any of the following rules when it detects a relevant tag on the order, product, customer, or discount code. This helps you enforce your return policy consistently without needing constant manual oversight.
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Block All Returns and Exchanges
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Block Returns Only
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Block Exchanges Only
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Allow Customers to Keep Items
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Offer Free Return Shipping
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Disable Refund to Original Payment Method
For example, you can block returns and exchanges on final sale items or let customers keep the items and still be refunded for low-value products.
To create tag-based rules:
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Select Configure Returns Settings.
You will be redirected to a new returns management portal.
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Select Tag Based Return Rules.
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Choose to enable, disable, or delete preset rules.
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There are four default rules created for you:
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Tag: Service_blocked will Block Returns & Exchanges
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Tag: NO_RETURN will Block Returns
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Tag: NO_EXCHANGE will Block Exchanges
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Tag: KEEP_ITEMS will Keep Items
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Optional: To create a new rule, select Create New Rule.
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Select an Action from the actions dropdown. The action options are:
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Block Returns and Exchanges
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Block Returns
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Block Exchanges
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Keep Items
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Offer Free Shipping
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Block Refund to Original Payment Source
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Select the tag type from the Tag Type dropdown.
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Type the name or tag you would like to use for this rule.
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Select Create Rule.
Customers often don’t have ready access to a printer or the right packaging to send their return items back to your warehouse. When you enable No Box No Label for Shopify Returns & Exchanges, you make returns easier for your customers. They can get the shipping return barcode on their mobile phone and take it with the return item(s) to an appropriate drop-off location.
Once at the location, staff scan the customer's barcode, pack the return items into a polybag, and print a shipping label. The items will then be shipped back to the Ship From Location that you have specified. This service cost will be an additional $1.50 that will be reflected on the shipment price.
This Feature is Part of Shopify Returns & Exchanges
In July of 2025, ShipStation released Shopify Returns & Exchanges. The contents of this article are related to that workflow.
For information on other return workflows please see Returns & Exchanges in ShipStation.
The following are required to use No Box No Label in ShipStation.
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Your ShipStation account and Ship From Locations must be based in the US 🇺🇸.
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You must have a Shopify store connected to your ShipStation account with Shopify Returns & Exchanges enabled.
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You must have activated UPS from ShipStation on your account.
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Drop-Off Locations: Only UPS Store® supports this service. Other UPS drop-off locations are not available for No Box No Label.
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Available Services: The following UPS services support the No Box No Label service as an add-on for an additional $1.50 per shipment :
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UPS® Ground
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UPS 3 Day Select®
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UPS 2nd Day Air®
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UPS Next Day Air Saver®
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UPS Next Day Air®
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UPS Next Day Air® Early
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UPS 2nd Day Air AM®
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Packaging Requirements: Return items are packed into a Polybag that is designed for apparel, soft goods, or small items that don’t require protection in a box. As a result, the service is unsuitable for:
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Fragile Items
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Dangerous or Hazardous Goods
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A total weight exceeding 10 pounds
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If the customer brings their return items already packed, a new shipping label will be printed. They won’t need to use the polybag.
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Multiple return items can be packed into a single polybag, but the service treats each polybag as a single shipment. An additional shipment is required for each extra polybag.
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Shipment Dimension Requirements:
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All sides must be no larger than 22 inches
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Two sides must not be larger than 17 inches
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A total cubic inches of less than 1,400
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Ineligible Items: For a full list of ineligible items, please see the UPS Supplemental Terms and Conditions.
Customers presenting ineligible items must create a new return.
If a customer brings ineligible items (like fragile goods), they must cancel the return. Then, they need to use the returns portal to create a new return with a barcode or label.
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Follow these steps to enable this feature:
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Select the Returns tab.
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Select Configure Returns Settings.
You will be redirected to a new returns management portal.
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Select Shipping under Configure, then click Manage under Return Carriers.
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Switch on the toggle to enable No Box No Label Required.
You must have activated UPS from ShipStation on your account to enable the setting.
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Read and then click Agree to accept the UPS Terms of Service.
If you do not see this pop-up, you have already accepted the latest terms and conditions for UPS from ShipStation.
Follow these steps to create a No Box No Label:
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Select a Shipped order from the Orders or Shipments grid.
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Click Create Return in the Order Details.
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Choose an order to return or exchange, and then select an item and a reason for the return.
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Choose whether to return or exchange the order.
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Choose a UPS service on the Return Shipment Details page.
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Choose the No Box No Label shipping option under the Return Shipment Details section.
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Click Confirm Request to process the return.
The return barcode will be emailed to the customer's email address as listed under Customer Details.
This process outlines what your customers will see when they choose No Box No Label to create a Return:
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Go to the returns portal and enter the order details.
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Choose an order to return or exchange, and then select an item and a reason for the return.
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Choose whether to return or exchange the order.
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Choose the No Box No Label shipping choice under Choose a Return Option section once the item(s) being returned or exchanged gets confirmed for eligibility.
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Click View Drop off Locations to view drop-off locations that are supported by the service.
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Confirm their other return details, then click Submit their return shipment.
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See the next steps and download their barcode once their Return is confirmed.
The customer will also get an email with the Return Barcode.
Shopify Returns & Exchanges lets you control how refunds are issued, giving you the flexibility to offer customers multiple refund options. Additionally, you can update and customize refund methods to meet your business needs.
This Feature is Part of Shopify Returns & Exchanges
In July of 2025, ShipStation released Shopify Returns & Exchanges. The contents of this article are related to that workflow.
For information on other return workflows please see Returns & Exchanges in ShipStation.
Refund Options:
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Original Payment Method — Refund the customer using their original form of payment.
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A processing fee may be deducted from the refund amount if permitted by your return policy.
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Gift Card / Store Credit — Offer store credit by issuing a Shopify gift card instead of a direct refund.
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A bonus amount, such as 10% extra value, can be added to the gift card. This bonus is optional and customizable.
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To update your refund options:
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Go to Account Settings.
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Select Selling Channels > Store Setup.
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Select the Actions menu
next to the store you want to update, then choose Edit Store Details.
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Select the Returns tab.
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Select Configure Return Settings.
You will be redirected to a new returns management portal.
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Select Refund Methods from the Return Management portal.
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Select the toggle to enable or disable your preferred refund method.
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Select Confirm.
Customize how each refund method is offered to customers, including availability, messaging, return windows, and processing fees.
The following settings are available for each refund method:
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Activate or Deactivate Refund Method: Select the toggle to enable or disable a refund method. Only enabled methods will appear as options during the return process.
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Customer Portal Description: Add a short message to help explain this refund option to customers during the return process.
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Return Window: Use your global return window or set a custom number of days for when this refund method remains available.
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Payment Processing Fee: Enable a payment processing fee to cover your transaction costs.
To access these settings, go to Refund Methods in the Return Management portal, then click the Edit button next to the payment method you want to update.
Shopify Returns & Exchanges has a Restocking feature that allows you to update inventory levels in Shopify when returned items are processed in ShipStation. If an item is restocked, the stock quantity for that SKU will be added to the Shopify location that fulfilled the original order.
This Feature is Part of Shopify Returns & Exchanges
In July of 2025, ShipStation released Shopify Returns & Exchanges. The contents of this article are related to that workflow.
For information on other return workflows please see Returns & Exchanges in ShipStation.
With restocking, you can:
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Send stock updates to Shopify
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Ensure accurate inventory levels to prevent over and under selling
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Configure a default restocking action
For users with Administration or Configuration permissions in ShipStation, you can configure whether items returned through the Shopify Returns & Exchanges Portal are restocked by default.
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Select the Returns tab.
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Select Configure Return Settings.
You will be redirected to a new returns management portal.
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Select
Configure > Return Management -
Click the Manage button for Item Restock Defaults.
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Select the default restock mode for your requests, Restock or Don't Restock.
You can also change an items individual setting while processing a return.
You can choose to restock each line item individually, depending on whether the item can be resold. You can select whether you would like to return the item on the returns detail page.
To restock an item using Shopify Returns & Exchanges:
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Review the Return Details Overview screen. You can adjust the restocking settings as needed by using the drop down menu that is below the item details.
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Restock Item: If this option is selected the inventory will be updated in the Shopify location that fulfilled the original order.
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Do Not Restock Item: if this option is selected the inventory for the item in Shopify will not change. This is often used for damaged or unsellable goods.
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Click the Approve All button when you are ready to complete the return. This will immediately update your stock in Shopify.
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ShipStation updates the inventory for the Shopify location that originally fulfilled the order. The location cannot be changed during the restocking process.
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If automation rules auto-approve returns, the default restock setting determines whether those items are restocked automatically. Review this setting to ensure it matches your intended process.
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If you are approving multiple items within a single order each line item must have the Restock Item option selected to be included in the inventory update.
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Once the return is approved and submitted in ShipStation, inventory updates are made in real time. You can verify the updated inventory quantities in Shopify under the ‘Product’ tab or in the Order timeline.
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If inventory in Shopify does not update after restocking it is possible that:
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Shopify may be experiencing a processing delay. Check the Shopify status page to confirm.
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The SKU for the returned item does not match a SKU in Shopify.
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The Shopify location that originally fulfilled the order no longer exists. In case that you disable the location in Shopify, we recommend setting up a fallback location.
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Once a restock is approved the action cannot be voided. You will need to manually update the inventory in Shopify if you want to cancel restocking the item.
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The Restocking feature does not use or affect ShipStation Inventory Sync, it only syncs with the Shopify location that originally fulfilled the order.