Returns & Exchanges

Managing returns effectively is a cornerstone of a great customer experience. Whether you offer a self-service ShipHero Return Portal via our iFrame or prefer to have your team manually create RMAs, there are essential configurations required to al... read more

This article outlines how to initially set-up your return labels. Initial Setup The initial setup of a return label address is done using the two major steps below. Step 1: Set up the details on your Primary Warehouse From app.shiphero.com, naviga... read more

Do you need customers to return products to a warehouse other than the one they were sent from? Then, use the Set Return Warehouse automation rule action. This action sets the warehouse you want to use as your ship-to address for return shipping la... read more

During the fulfillment process you can auto-print return labels for all orders or for specific orders. This generates a return label that can be included in the package for your customer to have a seemless return experience as needed.   How to Auto... read more

Returns happen, and when you need to generate a return manually, ShipHero makes the process easy. If you want your customers to be able to generate their return labels without having to contact your customer service team, you can do so with ShipHer... read more

ShipHero allows you to create Return Merchandise Authorizations (RMAs) in the platform to be able to track merchandise that is returned to your warehouse from a customer order. This allows you to receive merchadise back into the syste, accurately c... read more

Exchange orders are a common part of e-commerce, and ShipHero provides a streamlined way to manage them alongside your standard returns. This article outlines the step-by-step process for creating an RMA (Return Merchandise Authorization) for an ex... read more

Your customer receives a return label via email when the RMA is created: Once you receive the package to the warehouse, you can now mark it as received and restocked: Navigate to Returns > All Returns: Scan the barcode on the label into the sear... read more

When processing a return in ShipHero, you can upload files to maintain a permanent record of the transaction. This is commonly used to document the physical condition of returned items or to save digital copies of paperwork included in the return p... read more

Internal return notes can be captured while processing returns under the Issue Refund section of the RMA. Common reasons for using this column would be to capture notes around why an item cannot be returned to inventory. You can view these interna... read more

Return reasons are attached to the product, not the order. The Return Items report provides you with a list of every return item, along with the reason that the item was returned and any notes that the customer may have provided while processing th... read more

Verify that your account settings have the Email Return Label to Customer enabled. You can do this by following these steps: Route to app.shiphero.com > My Account > Settings > Generic Label Settings Check the box that says Email Return Label to C... read more

End users should not be able to return items that have been marked as Final Sale. If you find that final sale items have been permitted for return, follow the troubleshooting steps below. Troubleshooting Steps Go to the Product Log in the Product ... read more

If returns are not showing up in order details or product details, ensure that the returns are processed in ShipHero instead of your eCommerce store. The inventory will be properly adjusted only when returns are handled by ShipHero. Troubleshooting... read more