Troubleshooting Returns in ShipHero

Returns in ShipHero can run into three common problems: customers don't receive their return label, an item marked Final Sale is accepted for return, or a return or its inventory update is missing from your order and product details. Find your problem below for the cause and the fix.

Before You Begin

• Where to process returns: Process returns in ShipHero, not in your eCommerce store (for example Shopify or BigCommerce). ShipHero adjusts inventory only for returns processed in ShipHero.

Table of Contents

• Return Labels Not Received by Customers in ShipHero
• Final Sale Item Allowed for Return in ShipHero
• Missing Returns or Inventory Updates in ShipHero

Return Labels Not Received by Customers in ShipHero

ShipHero emails a return label to your customer only when the Email Return Label to Customer setting is enabled. When customers say they never received their return label, check that setting first.

1. Go to My Account > Settings > Generic Label Settings in the ShipHero web dashboard.
2. Select the Email Return Label to Customer checkbox.

Final Sale Item Allowed for Return in ShipHero

Items marked Final Sale should not be accepted for return in ShipHero. When a final sale item was accepted for return, compare when the product became Final Sale with when the return order was created. The comparison shows whether the return was legitimate.

1. Go to the Product Details page for the SKU and open the Product Log. Note the date and time the product changed to Final Sale.
2. Go to the Order Details page for the return. Note the date and time the return order was created.
3. Compare the two times.

• If the product changed to Final Sale after the return order was created, the return is legitimate.
• If the product changed to Final Sale before the return order was created, contact ShipHero Support.

Include the following when you contact ShipHero Support about a final sale return:

• The URL of the Product Details page for the SKU in Final Sale status.
• The URL of the Order Details page for the returned order.
• The date the order came in.
• The date the product moved to Final Sale status.

Missing Returns or Inventory Updates in ShipHero

Returns can be missing from your Order Details or Product Details in ShipHero when the return was started in your eCommerce store instead of in ShipHero. Returns must be processed in ShipHero for ShipHero to adjust inventory.

1. Check where the return was processed: Find out whether the return was processed in your eCommerce store (for example Shopify or BigCommerce) or in ShipHero.
2. Reprocess the return in ShipHero: If the return was processed in your eCommerce store, process it again in ShipHero. This triggers the inventory adjustment.
3. Contact ShipHero Support: If the return was already processed in ShipHero and the inventory didn't change, contact ShipHero Support.

Include the following when you contact ShipHero Support about a missing return or inventory update:

• Order link: The URL of the ShipHero Order Details page for the return.
• Confirmation: A statement that the return was processed in ShipHero.