Returns Management Settings for the Returns Portal

Updated May 05, 2026 16:14

Customize your return process to match your workflow with flexible Returns Management settings and automation options in the Returns Portal. 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.

Access Return Management Settings

To access your Returns Management settings:

Go to Account Settings.
Select Selling Channels > Store Setup from the sidebar.
Click the Actions menu next to the store you want to update, then choose Edit Store Details.
Select the Returns tab.
Click on the button to Edit Return Settings.
Select the desired Return Management setting.

Request Reason

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.

Sub 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.

Create a Request Reason:

Click on the button to Edit Return Settings in the Returns tab of your Store Setup.
Select Return Reasons from the Return settings menu.
Click the Create Reason button.
Slide the toggle to activate your new Request Reason.
Enter the Return Reason, this field is shown to your customers when they select a reason for their return or exchange.
(optional) Click the Add Sub Reason button 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.
Click Create Reason once you have completed the reason and sub-reason fields. You will be able to edit or disable existing return reasons from the Request Reasons grid view.

Automation Rules

Creating automation rules for your returns portal streamlines your returns workflow in ShipStation, highlighting returns that require admin approval.

Create a Return Automation Rule:

Click on the button to Edit Return Settings in the Returns tab of your Store Setup.
Select Automation Rules from the Returns setting menu.
Click the Add New Rule button.
Slide the toggle to activate your new rule.
Add the Rule Name. This field will only be visible to you, not your customers.
Select an Action for your rule. The current workflow options are:
- Approve at Admin on Delivered Event:
  - 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.
  - Best for: Brands that are comfortable issuing a refund once the parcel is physically at their facility and want to shorten turnaround time.
- Approve at Admin on First Scan Event:
  - 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.
  - 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.
Click the Create Rule button when you are ready to save your rule.

Return Window

Use your return window settings to set how many days your customers will have to request a return.

You can set a default window that applies to all products, or create custom Return Window Exceptions based on product or order date.

With connected Shopify stores you can also create Return Window Exceptions based on refund method.

Email Alerts

You can enable email alerts for as many members of your team as needed to manage flagged return requests.

To activate email alerts slide the toggle, select how often you would like the email to be sent, and then add the email address of anyone you would like to receive return alerts.

Additional Features

To enhance your return workflow ShipStation offers some additional customization features for the returns portal. Slide the toggle to enable or disable these features as needed.

Feature Name	Description
Edit Service Address	Your customers can update their shipping address while creating a service request. This will become the origin address on the shipping label.
Import Returns from Marketplace	Enable this to import returns from supported selling channels that were created directly on the marketplace. See the Import Returns article for information on which selling channels currently support this option.
Allow bXgY Service	If this is enabled, then bXgY orders will become serviceable. By default, these orders are not serviceable.
Allow paid bXgY orders only for service	When enabled, this flag will let customers return only paid items without needing to return the free or discounted items they got along with the paid one. Only affects returns.
Allow gift returns	Allow customers to return the products they have received as a gift from another customer. The original purchaser will not be notified of any actions the receiver takes on the gift.
Offer Packing Slips	Enable this to send your customers a packing slip that includes information about the return that they can include when shipping the item(s) back to your warehouse.

Return Management Features for Shopify

When using the Returns Portal and a connected Shopify store there are a few additional workflow enhancements to manage your returns.

Feature Name	Description
Refund Methods	See the Refund Methods for Shopify article for more information on how to setup Refund Methods.
Exchanges	See the Create Exchanges with Shopify article for more information on how to setup your exchange workflow.
Purchases	Use this feature to allow customers to purchase products while placing a return request.
Fees & Incentives	Access a dashboard of all your refund services fees and incentives to retain revenue during the return or exchange process.
Tag Based Automation Rules	In addition to the Automation Rule function that is available to all selling channels, Shopify connections also support creating tag based automation rules.
Item Restock Defaults	See the Restocking for Shopify article for more information on how to setup your restocking workflow.

Default Settings for Returns Management

This document outlines the default settings automatically enabled for the Returns Portal upon activation. 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.

Feature Name	Default Setting
Return Location Selection	Defaults to the Ship From address created within ShipStation.
Refund Method (Shopify only feature)	Defaults to Original Payment Method.
Exchanges (Shopify only feature)	Exchanges are enabled by default. Exchanges are preconfigured with the following settings: No monetary incentives are enabled to promote Exchanges. The ability to Purchase additional items during the exchange process is disabled.
Return Reasons	The pre-configured list of default reasons is: Ordered Incorrect Product Changed My Mind Defective Items Received Style Not as Expected
Return Window	The default timeframe is 30 days.
Shipping Cost	This setting is enabled to have Shoppers responsible for paying the return label fee instead of sending a Prepaid Return Shipping Label.
Return Fees (Shopify only feature)	The default is exempt Shoppers from processing/restocking fees.