Customize Branded Returns page
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”.
I've been avoiding the branded returns portal since launch because it's only about 50% functional for us, and as it appears, many other businesses.
Having a catch all list of return reasons is nonsense; a text field would even be better. We would prefer to change these, like many others have mentioned. Some of these don't apply to our business model at all, others are solutions that we solve in ways that don't require a return, or shipping at all.
The other part is the default shipping service. We ship everything from a set of 4 screws and washers via USPS First Class to actual surf boards. There is no way a single shipping service applies to all of these packages. Defaulting to the outgoing service would be a step in the right direction, but then we have an issue with anything that was shipped out via an express method. The best solution, for us, would be to show 2 or 3 services, and their associated prices, to the customer. A second option would be to simply show these services, and the cheapest option is used by default. Showing the price could be optional to the business.
Hello LEWIS commented
I am launching the Branded Returns Page, but wish I could eliminate a few of the Return Reason options from the drop down menu. Per my company's return policy, I would only like to accept returns in the event of "Changed Mind", "Damaged", or "Exchange".
Some of these options are not relevant to my products ("Missing Parts"), too subjective to warrant a return according to our policy ("Arrived Too Late", or "Not as Described") or go counter to our business model ("Rental").
I can see how these options might be great for some businesses, but I'd much rather see ShipStation provide us the flexibility to pick which reasons we allow returns to be executed, that go along with our individual return policies.
Hi there, could we make an option to customize the return reasons in the branded return portal? Or at least the choice to remove some of the preset options that are there.
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).
Justin Dudek Apollo Neuroscience, Inc. commented
Not all the options are relevant for our products either - would love to be able to customize them or reduce the number of options! Confuses the customer experience of the return process.
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!
Jordan Talmor Quikflip Apparel commented
This would be extremely helpful. I agree that the reasons provided are not very relevant.
Nicole Biscuiti THE CHESTEE commented
Being unable to edit these options (not having a 'wrong size' selection) makes tracking RMA almost impossible for our clothing brand! It also creates SO much extra work on the back end! Every item returned due to incorrect sizing requires unneeded communication with the customer in order to serve them properly ! Pretty please ?
Would love to have comments when doing an exchange as well. So we know what size/color etc we are exchanging for.
Delta Molding commented
I agree.... we need "too big" and "too small" as options.
Amy Beth Durham TC Marketing LLC commented
After submitting a ticket to "support", I was encouraged to post my feedback here. We too would benefit from having an option of "didn't fit" for the reasons for a return.
Thank you for your consideration.
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!
Nicole McCaffrey TBT commented
I need to customize my "reasons for return" choices. The current ones to not correlate with my products. It does not look professional for me like this. Please help.
Josh Feinkind Refinedkind commented
Even if custom RMA reasons can't be set up, add to the standard list " Doesn't Fit " All clothes companies will use this
Yes Yes Yes. Our number one reason for return is sizing/fit issues and we're forced to select "other" or "changed mind" for client returns, which is not at all helpful for our returns staff. Particularly when most sized returns are actually exchanges. A reason code of "changed mind" makes staff assume the client no longer wants the item.
Joshua Deemer JAXXON commented
Any update here?
Karla Deras The Line By K commented
Does anyone know if they have implemented the "edit return reasons" per everyone's request?
Tom Parker BodyHelix, LLC commented
I wish we had the opportunity to customize the "Return Reasons" on the Branded Returns Portal. The default options are not relevant to our product returns.
Wesley Furgiuele Nuria commented
Agreed. It is disappointing to see how many votes this has and how long this has been open without any indication of being put on the roadmap. It seems that it should be obvious that "missing parts" for a retailer selling candy or t-shirts, etc. is at best silly and at worst confusing for the customer.
If the return reasons cannot be customized, then there should at least be an option to hide them and we could handle the return reasoning as part of the return flow on our site before the customer is directed to the ShipStation returns page.
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.