Love the branded returns page, however we'd like to have the option to customize more to our liking.
- Allow us to modify and change reasons for return
- When reason of return is "Other" have a notes field for customer to enter details of return
- Ability to disable certain products from being allowed to be returned
Hi @everyone! Thanks for your input, we’ve added the ability to mark products on your branded returns portal as non-returnable. By default, all products are returnable.
Here’s more information on returnable products: https://help.shipstation.com/hc/en-us/articles/360001512811
We will continue to review modifying return reasons and adding notes when a customer selects the return reason as “other”.
Sarah Pynchon Olive Green Dog commented
I would like to be able to use a BEST OPTION for shipping used for returns. I set default to First Class, but know that larger items are MORE expensive to ship that way. So I changed back to Priority, which will also be overkill. I do not know what type of packaging the customer will use, so that adds to the complexity. So, let the customer select the type of package and the type of shipping (if we can exclude some options).
ISLAND IMPORTER Island Importer commented
Shipstation, Many of these requests from your customers have been pending for two - three years now?!
It's painfully clear that this entire module was NOT designed by an actual business owner. It is frustratingly incomplete. LISTEN TO YOUR CUSTOMERS!
Would love to have comments when doing an exchange as well. So we know what size/color etc we are exchanging for.
Jeff Marshall Instaco, llc commented
We need custom reasons, I cannot make good, smart business decisions when my customers are choosing "other" or "changed their mind" on the returns. They are my customer for a reason and if I cannot meet their demands I cannot fix their issue. Please please please!
Karla Deras The Line By K commented
Does anyone know if they have implemented the "edit return reasons" per everyone's request?
Alex Zalewski Bailey 44 commented
Ability to edit Return Reasons, and auto reply with terms of refunds on select products (i.e. "final sale" or "store credit only" styles) would help streamline the process, reporting, and assist in business/planning. Thank you.
Nellie Stephenson Matador commented
Echoing "shopthedocks" that we need to be able to offer both USPS First Class and Priority based on weights. We can absolutely create automation rules for this if the option was available.
Nicole Fox Simply Tall Inc commented
I really need to customize the return reasons. The default reasons are not suitable in any way to my apparel business. I see these requests for customized returns have been asked repeatedly for a year and a half. Please implement!!
Googled to locate this page because I wanted to edit return reason. I see that has been address at length. Hopefully that is completed soon. I have an idea for a work around that may help to be able to supply the cheapest way to ship an item or multiple items back or just offer multiple carriers. Currently we have the option to select only 1 shipping service and 1 package type. We offer many lightweight items which can be shipped postal first class. If I set my settings at 1st class for everything then any return over 1 pound cannot be processed through the system as it is set up. If we could create Return Rules we may be able to address this situation. Example is Rule 1 instructs system to use USPS 1st Class for all returns with total weight below 1 pound. Rule 2 instructs system that if the return total weight is 1 pound to 2 pounds then use USPS Priority Package. Rule 3 instructs system that if total return weight is over 2 pounds then use UPS ground. You can see my train of thought here. I am not a tech guy but I understand how to set up rules. I know you guys are continuing to develop this and we are looking forward to a much improved system in hopefully a short period of time. But nice job so far.
Any way to bulk update items not eligible for return? Or do I have to do thousands of products one by one?
Allen Sligar Spire commented
I agree on this as a new customer that has already used SS extensively to ship our pre-orders via celery and now integrating it in with out regular shopify store: lack of Customizable Return Reasons directly impacts the workflow of my agents and reduces the utility of the return function in general.
This minor tweak would be a huge gain, especially if you made it a viewable column in the "outstanding" and "received" views it would probably reduce overhead by a factor of 3x since we have to click each return RMA to find out the reason for the return right now
Mitch Levis Freemark Apparel Brands commented
Would love to see a few more improvements:
1. Would really love the ability to customize the green-coloured font to a configurable colour, so it stays on brand. ex: Green does not work for our brand.
2. Ability to display the page in other languages. ex: Our webstore is available in both English and French, but ShipStation's Branded Returns portal is available only in English. Even Google Forms allows French by simply putting "&hl=fr" at the end of the URL.
3. Branded URLs. If there was a way to have the link live within our websites, or a customizable subdomain on ShipStation, it would be much better practice than the current limitation.
Strongly agree with everyone. Customization of the Returns portal will make businesses run smoother, especially in retail applications.
Tamara Corona Trina Turk commented
Adding on to my original post since I did not mention this (but so many other people have):
CUSTOMIZABLE RETURN REASONS:
The return reasons you have are very general, and some don't even make sense for my company. (We are a fashion brand, so Rental and Warranty don't make sense).
The return reasons also need to mirror our packing slip return reasons.
I also agree with all of the items pointed out here. Really need to be able to customize the return reasons. It presents a weird/confusing experience if the reasons are not the same as the reasons for the return packaging.
Traci Atlas46 commented
Definitely need to be able edit/customize our own reasons for return. They're too general right now and therefore ineffective for reporting. Would like to be able to have a field for customer notes regarding the return or exchange as well. If they could say what they want to exchange for, it would make the process much smoother. As it is now, we have to personally contact the customer for each return/exchange to finalize the transaction.
Hilary Hirsch Julbie, LLC commented
I agree with all of these points. We could really use a Returns Portal that allowed more reasons (customized) reasons for return.
Additionally, our apparel categories have different return policies. We sell Halloween costumes and we don't want customers to have the same return policy for costumes as we do with other non-seasonal items that we sell. It would be really nice if we could set different return deadlines for certain products or categories in our store. I've seen other return platforms that offer this customization so it would be nice if ShipStation could also add this feature.
Kendra Hilker Encircled Inc. commented
This feature would help for us to better narrow down pain points or specific issues customers are having with products so that we can modify our production. Right now we use this feature on ShipStation to pull reports on which products get returned most frequently and specifically for what reasons. Being able to create custom fields for this would greatly increase our ability to improve our products for our customers.
Thanks for leaving your thoughts, everyone! We’ll keep this in mind; for now, please leave your votes and comments to help keep this discussion active. Being specific in how this would affect your workflow and how you're currently doing it will help our product team to implement new features.
Tamara Corona Trina Turk commented
On board with the rest of these comments.
Our main concern is for items labeled FINAL SALE. Ideally, we would like to disable the option to return on these items. But really, we would settle for the ability to pull the FINAL SALE messaging onto each line item so that the customer is further aware. This messaging already lives on the Packaging Slip, so I imagine pulling the field text would not be too difficult.
Overall, it seems that having the ability to make this return portal more customized would be ideal. Ability to code in messaging on the front end, or further update error messaging when the customer cannot create a return label would be amazing as well.