With ShipStation 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. With this portal you can customize your Customer Returns Portal with store branding, email templates and return shipping settings. Additional benefits of using a custom self-service return portal include:
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Save time by turning the return process into customer self-service.
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No need to include return labels in your outgoing shipments, so there is no need to void any unused return labels.
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Your customers can report exactly why they are returning an item, which over time provides data on common reasons for returns. Go to
Analytics > Reports > Returned Productsto run a report at any time.-
Example 1: Are your items frequently returned for damage during shipment? Perhaps you need to improve your packaging!
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Example 2: Are you getting several exchange requests because customers report the size of the apparel is too small? You may need to add a disclaimer on the product page stating the item runs small, and recommend your customers order a size larger than usual.
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Example 3: Are several returns due to defective items? You may need to address an issue with the product manufacturer.
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A simple, self-service return process is a better experience for your customers. They’ll remember that the next time they shop online for your products.
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You maintain control over which shipping service the customer can use for their return label.
Signed up before April 30th, 2026?
If you created your account before April 30th, 2026 please see the Returns Portal Legacy article for information on customizing your returns portal. This article is in regards to the updated Returns Portal feature.
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You must enable the Standard Returns portal for each store you wish to allow self-service returns.
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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).
You will need to enable ShipStation Returns Portal in each selling channel you want to have customized portal branding.
Once you have enabled the Returns Portal you will see the portal URL as well as options to configure return settings and your customer shipping options.
After you have enabled the Returns Portal, you can select the Carrier service options your customer will be able to see when they are creating a return.
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You assign the Service: with this option selected, you can set a single return shipping method and package that will apply to all portal return shipments.
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Customer Picks the Service: with this option selected you can designate multiple carrier service options for your customer to choose from when initiating a return. This option also supports UPS's No Box No Label drop off.
To select which services are available with the Customer Picks the Service workflow:
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Click the bubble next the Customer picks the service option.
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Select the desired services from the Available Services drop down menu.
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Review your service selections . Click the x next to any service to remove it.
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Select the package option from the drop down menu. Currently you can select same as outbound or any of your custom package types. Carrier package types are not currently supported.
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(optional) Slide the toggle to enable UPS No Box No Label Required Drop-off. See the UPS No Box or Label Required Drop-off guide for more information on what is supported with this service.
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Click Save.
To begin customizing your Returns Portal click on the Configure Returns Settings button. This will open the Returns Configuration menu.
For more information on configuring your portal settings please see:
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Return Management for store configuration settings.
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Customer Portal to customize the visual settings for your returns portal.
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To determine the return shipment details, ShipStation will use these values:
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Return Address: Will use the Ship From Location used to create the outbound shipment.
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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.
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Dimensions: Will use the same dimensions as the outbound shipment.
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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