This article covers all configurable settings for the ShipHero Return Portal, including branding, display options, email, eligibility rules, and shipping and processing configuration.
To embed the Return Portal on your storefront first, see How to Embed the ShipHero Return Portal (iFrame).
These settings apply to the self-service Return Portal only. They do not apply when your team manually creates RMAs inside ShipHero. See Overview: Returns Settings for a full summary.
Table of Contents
- Return Portal Branding and Customization Settings
- Return Portal Display and Contact Settings
- Return Portal Email Settings
- Return Portal Return Eligibility Settings
- Return Portal Shipping and Processing Settings
Return Portal Branding and Customization Settings
These settings control the look and feel of the Return Portal on your storefront.
| Setting | Description |
|---|---|
| Background Color | Sets the background color for the return portal. Default: white (#ffffff). |
| Header Text | Displays custom text at the top of the portal. Supports basic formatting like headings and lists. |
| Header Color | Sets the color for the header text. Default: black (#000000). |
| Footer Text | Displays custom text at the bottom of the portal. |
| Footer Color | Sets the color for the footer text. Default: black (#000000). |
| Language | Sets the primary language for the portal. Default: English (en). |
Return Portal Display and Contact Settings
These settings control what information is shown to customers and how they can reach your support team.
| Setting | Description |
|---|---|
| Show Item Images | Displays product photos to the customer within the return portal. |
| Hide Line Item Price | Prevents the price of individual items from being shown in the portal. |
| Support Phone Number | The contact number displayed for customer assistance. Must be at least 10 digits. |
| Support Email | The email address displayed for customer assistance. Must be a valid email format. |
Return Portal Email Settings
These settings control the custom text included in return-related emails sent to customers by ShipHero.
| Setting | Description |
|---|---|
| Email Header Text | Custom text that appears at the top of return-related emails sent to customers. |
| Email Footer Text | Custom text that appears at the bottom of return-related emails sent to customers. |
Return Portal Return Eligibility Settings
These settings determine which orders and items are eligible for a customer-initiated return through the portal.
| Setting | Description |
|---|---|
| Days for Customer Return | The number of days after shipping during which a customer can start a return. Set to 0 to disable. |
| Minimum Value of Return Items | The lowest dollar amount required for an item to be eligible for a return. |
| Max Percent of Items Value | Limits returns based on shipping costs. If the label cost exceeds this percentage of the item's value, the return is restricted and the customer will not be able to initiate it through the portal. The customer will receive an error and be instructed to contact your support team. |
| Allowed Countries | A list of countries from which you accept returns. Leave blank to allow returns from any country. |
Return Portal Shipping and Processing Settings
These settings control how return labels are generated, who pays for shipping, and where returns are routed.
| Setting | Description |
|---|---|
| Allow Customer Self Returns | The master switch that enables or disables customers' ability to start their own returns through the portal. |
| Customer Self-Returns Only | When active, customers must arrange and pay for their own shipping. They receive a destination address label rather than a prepaid carrier label, and only see Return Reasons with Return Type: Paid by Customer. |
| Flat Rate Shipping Cost | A fixed dollar amount deducted from the refund when processing the RMA in ShipHero. |
| Return Package Weight | Choose between using the product weight defined in ShipHero or allowing the customer to input the weight. |
| Send Returns To | Determines which warehouse receives returns. |
| Country Overrides | Configure which warehouse receives returns from orders shipped to specific countries. |
| Return Options Available to Customers | At least one option must be selected: Refund (refund of item value, default), Exchange (exchange of items — see limitation below), or Store Credit (managed from your store platform, not ShipHero). |
Important: iFrame Exchange Return Option Limitation
Selecting Exchange as a return option does not automatically create an exchange order in ShipHero. The customer requesting the exchange can leave a note but cannot select a new item. You will need to create the replacement order manually or through your store platform.