Whether you are using the ShipHero iFrame or manually creating returns in ShipHero for your customers there are some settings that you need to configure in your account. Please note that some of these settings are not applicable when manually creating returns (RMAs) in ShipHero.
ShipHero allows users to customize their return settings by going to app.shiphero.com > My Account > Settings > Customer Returns.
- Return portal header and footer text and colors can be customized
- Return email header and footer text can be customized
- On the left-hand side of the page, you can customize general return settings:
- Length of time customers can return orders from the shipping date
- Flat rate return shipping costs
- Customer Self-Return settings
- The minimum value of returns
- Countries returns are allowed from
- Customer return contact email and phone number
- The warehouse where returns should be sent
- Return options available to customers (refunds, exchanges, store credits)
Manage Return Shipping Methods
- Go to app.shiphero.com > Returns > Shipping Carriers
- Click on Add A Shipping Method on the top right of the page
- Indicate the Carrier and Shipping Method that you want to offer customers for returns
-
Feel free to add as many Shipping Methods as needed
NOTE: The cheapest carrier options can be used but are limited to carriers with return APIs setup. Currently, the following are supported:
Amazon
API
USPS Endicia
USPS Shippo
FedEx
Manage Return Reason Codes
Return reason codes are why the return is being created. There is no limit to how many return Reason codes can be created on your account.
Things to Consider
- When manuallycreating returns in ShipHero all return reason are available to select and the configured settings are no longer applicable, in other words your team can override the settings for a Return Reason when manaully creating a return for customers.
- When using the iframe configuration, control which Return Reason Codes are available for the customer to select or not by using the Internal Use Only setting.
| Column | Definition |
| Code | The option that will be selected on the returns page of your e-commerce platform or when manually creating a return manually in ShipHero |
| Description | An editable field for your team to reference internally to describing what the code should be used for. Thi sis not displayed to Customers when using the iframe set up. |
| Return Type | Determines if that code is eleigable for return, who is responsible for paying for the label fees associated with a pre-paid label, or if a flat rate fee will be processed when using that return code. (More information on these in the sections to follow.) |
| Language | The Lanugauge the return code is in; options include English, Danish, Dutch, French, Norwegian, and Spanish. |
| Internal Use Only | Enable this setting to prevent the reason code from being available on the store platforms returns page when using the iFrame setup. When enabled, these options are only available when creating manual returns within ShipHero, e.g., Return to sender or Shipping Error |
| Require Customer to Call Store | When Enabled the end customer will not be able to generate a self return on the store platform return page if that code is selected. They will recieve a prompt telling them to contact customer service for assistance. This is useful when you need more information from a customer for example if they are trying to return a damaged or defective product. |
Return Types Defined
Return types determine whether a Reaturn Reason is eligable for a return to be created when using the iframe options and who is responsible for paying the label fees when a pre-paid return label is generated for the RMA. Flat Rate Shipping, , Return Paid by Store, and Return Paid by Customer determine whether the cost of a prepaid return label will be deducted from the refund amount when processing the return after it is received at the warehouse; the customer does not pay for the label at the time it is generated.
If you do not offer a prepaid label for your returns (RMAs) then a generic label should be created. This will result in your customer paying for the postage costs directly to the carrier they choose to use. To track the status of their return, it's best practice for your customer to send the tracking information from their return package to your customer service team.
| Return Type | Definition |
| Not Returnable | Customers will receive an error this the return code seelcted has this setting enabled, preventing them from completing a self return when using the retrun page iframe option. |
| Flat Rate Shipping | The Flat Rate shipping amount specified in the Customer Returns Settings page will be automatically deducted from the refund amount when processing the return. |
| Return Paid by Store | The total cost of the prepaid label will not be deducted from the refund amount when processing the return. |
| Return Paid by Customer | The cost of a prepaid label will be deducted from the refund amount when processing the return. |
How to Create a Return Reason Code
- Go to the Returns > Return Codes page and click the Add A Return Code button.
- Type in a return Code (reason) and a Description (for internal reference).
- Select the Return Type and mark the checkbox if the return code should be Internal Use Only or if you need to Require the Customer to Call the Store for return processing.
Return Statuses
Return statuses help identify which part of the process the RMA is in. The default return statuses in ShipHero are Pending, Warehouse Complete, and Complete. Return statuses must be manually updated; there are no automatic updates when processing an RMA in ShipHero.
Common use cases for the deafult statuses in ShipHero are outlined below:
| ShipHero Return Status | Definition |
| Pending | Open RMAs that have not been processed by the warehouse yet. |
| Warehouse Complete | RMAs that the warehouse has processed and inventory is received. Used to indicate when the Customer support team can take the next action. |
| Complete | The RMA is fully processed and no further action is required by the warehouse ro customer service teams. |
You also have the option to create custom return statuses if you need to add more granular steps to your return process. For example, if you you need to complete a washing and QA process before you restock inventory.
How to Create a Custom Return Status
- Go to the Returns > Statuses page.
- Click on Add Status and type in the new Return Status
- Hit Save.
Set Up Your Customer Return Portal
ShipHero provides you with an iFrame that you can use to create a return portal on your website, along with instructions on how to set this up in Shopify.
- Go to app.shiphero.com > My Account > Settings > Customer Returns
- Add the iFrame code found under Implement Returns in My Store to your website