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Branded Returns Portal Error - Customers cannot return within return window

When customers attempt to make a return well within their return window, the branded returns portal will sometimes take them to a page that says "Please contact us about your order."

Initially I was under the impression this only happened to international orders, but it happens to domestic orders as well and it makes customers think that we are trying to delay their return.

Please consider making this a high priority issue.

3 votes
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David CT shared this idea  ·   ·  Admin →
under review  ·  AdminShipStation (Product Owner, ShipStation) responded  · 

Hi @David CT, thanks for bringing this up! There could be a few things that are stopping your customers from making a return so for a more detailed reason why your specific order has been stopped I recommend reaching out to our folks here by going to and submitting a request.

Here’s an article that might help you figure this out as well. The limitations are listed under “A few things to note” towards the bottom of the page:


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