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 Returns Portal , you can save yourself time by allowing your customer to initiate their own returns. Think of it as self-service returns.
You can customize your Customer Returns Portal with store branding, email templates, and return shipping settings.
To access your Customer Portal settings:
For each selling channel enabled with the Returns Portal you can customize the logo, favicon, brand color, and login page design template. The preview at the bottom of this page will update as you make changes.
(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).
Once you have finished customizing your portal you can copy your Customer Returns Portal URL into your website or shipment notification emails so your customers can have access to self-serve returns.
With the Returns Portal 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.
In the Branded Components section you will be able to customize your email's: Header Logo, Header Banner Image, Footer Contact Information, Footer Digital Support, Footer In-Person Support, and Footer Social Media links.
Once you have created an email template you can use the toggles to the left of each email type to activate or deactivate each type of email as needed.
You can enable, disable, and edit the following customer notification emails:
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Return Created: Sent when a return is created, including the shipping label and return instructions.
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Return Canceled: Confirms that a return request has been canceled.
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Request Payment: Notifies the customer of a payment required for an exchange or purchase.
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Follow-up Payment Reminder: Reminds the customer to complete a pending payment.
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Exchange Approved: Confirms that an exchange request has been approved.
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Refund Processed: Confirms that a refund has been issued.
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Partially Refunded: Confirms that a partial refund has been issued.
You can customize your Returns portal to show your customers a phone number or email to contact about their returns. If you enable this option the email address field is required.
Use a custom pop-up to share important details with customers during the return process. This is a good place to reinforce your returns policy or highlight requirements (for example, items must have the original tags attached). The message appears after customers select items and click Continue.
You can edit the pop-up heading, main contents, and toggle the option to require a checkbox with additional context as needed.