Managing a return or an item exchange is an important part of running an e-commerce business. To streamline this process, ShipStation features a Returns tab that allows you to track and manage the complete lifecycle of your Return Merchandise Authorization Records (RMAs) from one centralized location, regardless of where the request originated.
You can further customize your workflow with flexible options to help you manage customer returns efficiently—whether you prefer manual label creation, a self-service portal, or a branded return experience. These options give you flexibility to choose the return process that best fits your business needs.
A Return Merchandise Authorization Record (RMA) is similar to an order record; it contains all of the details about the shipping label and item(s) that are included in the return. You can use an RMA to track your customers' returns, whether you're generating a return label, authorizing a refund, or creating an exchange. See the Returns tab article for more information on managing your returns and tracking a return's status.
Return Requirements:
Regardless of the method used to create an RMA, there are certain requirements your account must meet in order to use a return workflow:
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An active Carrier that supports return labels.
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Return request must be a domestic shipment. International return labels are not currently supported.
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(recommended): If using the Returns Portal we recommend setting up a return policy.
ShipStation supports multiple return and exchange workflows. The comparison table below outlines the key differences between them.
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Return Workflows |
Key Features |
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A customized self-service portal that customers can use to initiate a return. |
If you created your account before April 30th, 2026, please see the Standard Returns Portal Legacy article for information on customizing your returns portal. Subscription Plan RequirementThis 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 Learn About ShipStation Subscription Plans. To upgrade your plan, go to Account Settings, then choose Account > Payment & Subscription. |
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Import returns into ShipStation from your supported selling channels |
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Allows you to create a return label as needed in your account |
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When using ShipStation's returns portal and a connected Shopify store you can offer item exchanges as part of your returns workflow. For more information on how to setup exchanges for Shopify see Create and Manage Exchanges with Shopify.
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Return labels count toward your monthly shipment limit, even if unused. Keep this in mind when offering prepaid or automatic returns.
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Creating a return label does not send marketplace notifications to the order source. However, for Shopify orders with refunds enabled, a notification may be sent.
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The multi-package option is not applicable to 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 be generated. If you require return labels in this scenario, consider splitting the order into multiple shipments and following the steps in the Send Return Label with Shipments to generate a return for each order.
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You can view your returns by going to the Shipments tab > Returns. From the returns grid you can reprint labels, mark a return as received, and see the current return status and other details.
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Not all carriers/services can be used for return labels. Review our Integrations Help Guide for details about any specific carrier. Details about Return Labels are in the Available Features section within each carrier's article.
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ShipStation can create return labels for domestic shipments only. ShipStation does not currently support return labels for international shipments.
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Mainland UK includes England, Wales, and Scotland. Northern Ireland does not qualify for returns at this time.
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ShipStation cannot currently create return labels for U.S. territories or APO/FPO/DPO addresses, as they require customs information for shipping.
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Notes About Carrier Billing for Return Labels:
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Return labels created from an outbound shipment will always use the primary account if you have multiple accounts for a single carrier.
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Return labels created from an outbound shipment cannot be billed to a third-party carrier account, even if the outbound label is billed to a third party.
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How you’re billed for return labels depends on the carrier and billing type:
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Return labels created using ShipStation Carriers or a pre-paid postage provider like Stamps.com or Endicia, will be charged when you create the label regardless of whether it is used by your customer or not.
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Endicia's pay-on-use labels are an exception to this as they are only billed if used.
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You can void unused return labels for a refund, just like outbound labels.
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Return labels using invoiced carriers, like UPS or FedEx, will only be charged to your account if the label is used.
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