Return reason codes capture why a return is being created. Return types, assigned to each reason code, determine who pays for the return label and how it is generated. Together they control what customers see in the Return Portal and how label costs are calculated when an RMA is processed.
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What to Know About Return Reason Codes
- There is no limit to how many return reason codes can be created on your account.
- When manually creating returns in ShipHero, all return reason codes are available to select and the portal-specific settings (such as Internal Use Only) are not applied.
- When using the Return Portal iFrame, use the Internal Use Only setting to control which reason codes are visible to customers.
Return Reason Code Fields Defined
| Field Name | Definition |
|---|---|
| Code | The option displayed to the customer or agent on the returns page. |
| Description | Internal reference field, not visible to customers. |
| Return Type | Determines return eligibility and who pays for label fees. See Return Types Defined below. |
| Language | The language in which the reason code is displayed. |
| Internal Use Only | Hides this reason code from the customer-facing Return Portal. It remains available when creating returns manually. |
| Require Customer to Call Store | When selected, the customer is prompted to contact support instead of completing the return through the portal. |
Return Types Defined
A Return Type is assigned to each return reason code. It controls who is financially responsible for shipping and how the return label is generated. When creating a return manually in ShipHero, Return Types are referenced as the Return Label Type in the Shipping Info section.
| Return Type | Description and Label Logic |
|---|---|
| Paid by Store | Generates a prepaid label for the customer using the carriers connected to ShipHero. The store covers the label cost, which is not deducted from the refund calculation. |
| Flat Rate | Generates a prepaid label. The customer pays a fixed amount based on the Flat Rate Shipping Cost configured on the Customer Returns settings page. The flat rate cost is deducted from the refund when the return is processed. |
| Paid by Customer | Generates a prepaid label for the customer using the carriers connected to ShipHero. The return label cost is deducted from the customer's refund when the return is processed. |
| Not Returnable | Used for final sale or non-hygienic items. Prevents the return process and label generation entirely. |
| Self-Return | Generates a generic label where the customer selects a postage service and pays the carrier directly. |
Note on Self-Return: Self-Return is only available as a Return Label Type when creating a return manually in ShipHero. It cannot be assigned to a reason code for use in the customer-facing Return Portal.