Automation Rules can set up a return before a customer asks for one, including where the return ships to, whether ShipHero creates the return order automatically, whether a return label prints, and what weight that label uses. Setting these as orders import means returns are ready to go without anyone building them by hand.
Before You Begin
The return warehouse you want to use must already exist in ShipHero with a default profile. See How to Set Up Multiple Warehouses in ShipHero. Carriers must also be connected to that warehouse so ShipHero can generate and quote return labels accurately.
For every trigger and action ShipHero offers, see Automation Rule Triggers and Actions Reference. If you are new to Automation Rules, start with How to Use Automation Rules in ShipHero.
Table of Contents
- How to Create a Return Automation Rule
- Available Return Actions in ShipHero Automation Rules
- How Set Return Warehouse Works
- Common Return Automation Rule Examples
How to Create a Return Automation Rule
Note for 3PLs: Select at least one client in the Clients selector before choosing a trigger or an action. Triggers and actions stay unavailable until a client is selected, because every Automation Rule is owned by a client account. Actions that point to one client's own records, such as a warehouse, list, or status, are disabled when you create a single rule for several clients at once. See How to Create Automation Rules for 3PL Clients.
- Go to Orders > Automation Rules.
- Select Create New Rule.
- Enter a Name for the rule.
- Select a Trigger and the value the order must match.
- Select your action from the Action dropdown. See Available Return Actions below for every option.
- Select Create.
Important
Automation Rules apply only to orders that import after the rule is created. Orders already in ShipHero are not updated retroactively.
Available Return Actions in ShipHero Automation Rules
| Action | Description | Action Values | Use Case |
|---|---|---|---|
| Set return warehouse | Sets the warehouse profile used as the ship-to address on return shipping labels. | Select a warehouse. | Use when the default return warehouse on RMA or return label creation should be different from the warehouse the order was allocated to. See How Set Return Warehouse Works below. |
| Set auto-generate RMA | Automatically creates an RMA (Return Merchandise Authorization), also called a return order, in ShipHero. | On/Off | Typically for companies that offer free returns and have a return rate of 30% or more, where building each return by hand costs too much customer service time. |
| Set auto print return label | Automatically prints a return shipping label using the carrier configured under My Account > Settings > Returns settings. | On/Off | For the same free-returns programs, and for any company offering a try before you buy or trial period, where the label should go out with the order. |
| Set return weight | Defaults the return shipping weight when an RMA is generated against this order. | Enter a weight. | Return labels need a weight, and it defaults to the outbound order weight. Returns often contain less than the full order, such as one item out of four, so setting a lower weight controls what you are charged. |
How Set Return Warehouse Works
Set return warehouse changes the ship-to address on return labels, so returns arrive somewhere other than the warehouse that fulfilled the order. It applies both to labels ShipHero generates automatically and to labels created when someone builds a return order by hand. Two common reasons to use it: returns are processed at a different location from the fulfillment warehouse, or a 3PL client wants returns sent to their own facility.
Two limits to know
An order can only have one return warehouse. When some SKUs need to go to one location and other SKUs to another, split them manually while creating the return.
This action does not change the ShipFrom address on the outbound label used to ship the order. It affects return labels only.
Common Return Automation Rule Examples
| Use Case | Trigger | Action |
|---|---|---|
| Offer free returns on a channel | Store Name is the channel | Set auto-generate RMA to Yes, then Set auto print return label to Yes |
| Send returns from one warehouse to a dedicated returns facility | All items allocated to warehouse is your fulfillment warehouse, which requires multi-warehouse | Set return warehouse to your returns facility |
| Let a 3PL client process their own returns | Order Profile or Order Tag identifies the client | Set return warehouse to the client's facility |
| Stop overpaying for labels on multi-item orders | Number of unique SKUs is greater than 1 | Set return weight to the weight of a single item |
Pro-Tip
Set auto-generate RMA and Set auto print return label work together. Pair them in one rule so the return order and its label are both ready the moment the order imports. To apply them to a group of channels or SKUs rather than one value, point the trigger at a list. See How to Create and Manage Automation Rule Lists in ShipHero.