Share and collaborate on your ideas with others!

← Product Feedback & Fresh Ideas

Be able to select service on Branded Return Portal

The branded return portal is awesome! I would love to use the feature but cannot based on the return service and package type default. There should be an option to select the original service and package type used on the order.

For example, if I use USPS for my default return and a customer has a big heavy item, I tested this on an order by the way, it will cost $90.00 for USPS vs. $40.00 for UPS. If I use UPS for my default service and it's a small light item, it will cost $9.40 vs. $2.80 for First Class USPS. Defaulting to the original ship method on the order would solve these issues.

Also, it would be nice to have an exchange option. Or at least a spot for a note so the customer can write "I would like a large instead of a medium". Or the option to select this is a return. Or this is an exchange.

77 votes
Vote

We're glad you're here

Please sign in to leave feedback
Signed in as (Sign out)
Close
Close
You have left! (?) (thinking…)
hales shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →

19 comments

We're glad you're here

Please sign in to leave feedback
Signed in as (Sign out)
Close
Close
Submitting...
An error occurred while saving the comment
  • Shane Siever www.realmilkpaint.com commented  ·   ·  Flag as inappropriate

    We sell merchandise that can range from weighing less than a pound and can fit in a padded mailer to products that need large custom boxes. The shipping service originally used would usually be the best option.

    Another way that this could possibly work is by using the selected product's weight. The shipper can then set rules for different return shipping methods based on weight and select the appropriate return shipping method from there.

  • David Heimbach JetSeam commented  ·   ·  Flag as inappropriate

    I sell shirts, and 1 shirt can ship USPS First Class, but 2 or more have to go Priority. This is a huge difference in cost. If the customer orders 2 but is only returning 1, using priority is a waste. Cannot use the portal until this is changes.

  • Lisa Chambers Tinker Treasures commented  ·   ·  Flag as inappropriate

    Yes I agree this creates a big headache. I cannot use the portal at all until an option is given based on weight and cheapest method. I cannot pay double for return shipping costs so have to manually address each return request.

    This is a critical need for higher volume sellers. Please lookout for us on this one.

  • Erin Houston wearwell commented  ·   ·  Flag as inappropriate

    We're unfortunately going to have to stop using the Branded Returns Portal because we've just realized how much money it's costing us to not have dynamic service settings (ex. under 15oz should be able to be shipped back usps first class, not Priority). Even if the customer is making a partial return, the system already is hooked into the weights of the product, so you should be able to set automation rules for the branded portal.

  • Tom Schulz Shelta Inc commented  ·   ·  Flag as inappropriate

    This has been a huge headache for me. They already have this option when you want to manually create a return label. So the programming is already there. Shipping- Returns - Service "Same as outbound" Should be a no brainier. Lets get it done please.

  • CelticCroftCustomerService commented  ·   ·  Flag as inappropriate

    This shouldn't be difficult. The return service should always default to the same as outbound. Or optionally, the cheapest method. Maybe even with a checkbox to disallow express shipping methods. (In which case it should default to the cheapest method.)

  • YUCHI TSAO AOXOR commented  ·   ·  Flag as inappropriate

    I totally agree with this post. This is what hinders me from using branded portal now. Any improvement coming on this soon?

  • EMBR-Support commented  ·   ·  Flag as inappropriate

    This is also a feature we're quite surprised that ShipStation doesn't offer.

    We want to provide our customers with the best returns experience possible, but this is causing a hiccup at the expense of our company and the customer experience.

  • Carolina Gonzalez-Llanos Five Ultimate commented  ·   ·  Flag as inappropriate

    150% agree with & need both of these features.

    1) 90% of the time our customers are returning 1-2 products which typically are under a pound combined so we have it set to default to first class, but as soon as someone has a heavier product or is returning more than 2 they get an error message and we have to do the return manually. It would be great if we could have it default to the cheapest shipping option

    2) I might have mentioned this in another thread, but it would be great to allow the exchange option to let us know what they want, or automatically send them an email to follow up on what they want to exchange it for.

    Related to emails, it would be great if it didn't default to emailing the original customer. Sometimes people receive our products as gifts and if they are looking to exchange, they probably don't want a return shipping label sent to the person who placed the order, letting them know they are exchanging their gear.

  • abe alon themodspot commented  ·   ·  Flag as inappropriate

    This seems like a basic flaw in the system.
    Anyone using USPS - if a customer returns 1 item at 10 oz - it can cost $3.50 or so - if they return 2 - priority makes it about $7 (locally) so if we select first class, anything above 1 pound will be returned - or wont work. If we select Priority, we are paying about double on so many orders...Shocked this was overlooked by such a massive player in the shipping world!

  • david russo unbeatsale commented  ·   ·  Flag as inappropriate

    Good point, i thought of it too, furthermore different carriers may be cheaper then other depending on the weight , size and zone destination. would be great to somehow automatically select the cheapest method for that return. There is already the ship from and ship to and weight information ...

  • Bachar Moghnie Creations For A Cause commented  ·   ·  Flag as inappropriate

    The branded return portal is amazing, but would love to see two things:

    1. Receive an email notification when a customer issue a return, as well as a delivery notification email when i receive it.

    2. MUST have the ability to accept or refuse return requests. Because i want to include the portal on my website, but i don't want customers to be able to return anything for reasons other than the ones in our Return policy..

  • Fulfillment Manager Survival Frog commented  ·   ·  Flag as inappropriate

    Lets say I set up my Branded Return Portal Carrier to USPS.

    It would be great if the system adjust the service base on the weight of the return:

    -if returns weight is under 15.9 oz. the system would default to First Class Package
    -if returns weights equal or more than 1lb. the system would default to Priority Mail.

    This would allow Shipstation users to some significant savings on shipping returns.

    Thanks

  • OfficeUser1 commented  ·   ·  Flag as inappropriate

    We have set up a Branded Returns Portal for people print their own return labels. We picked USPS first class which is only for items with less than 15oz, above that we need to do priority shippng which has no weight limit.

    There is only one option preferred shipping method in the returns portal
    but i can't set all returns up to priority because we don't want all the orders to be returned priority (we would lose money).

    There should be different preferred shipping methods for different categories. How is it possible in a site you have only one option but you can have people placing all sorts of orders, from small to large.

Product Feedback & Fresh Ideas: Returns Management

Categories

Feedback and Knowledge Base

(thinking…)