Your account must be pre-approved for returns before getting started.
Once you have been approved, please follow the below steps:
- Search on the order tab and find the order you need to create a return.
- Click on More Actions and select Create Return. (If you have a hybrid account ( meaning you are using our Software and Fulfillment services, you must create the returns in https://app.shiphero.com/ steps HERE.)
3- Select the product and the quantity you need to return.
4-Fill in the customer information on the shipping address, and then you can select if you want the product returned to our warehouses or your location.
If you need to return it to your location, please open a ticket HERE so we can add your address on the backend.
For US returns, you can also choose to generate the label for the customer. This is not available in Canada.
5-Once you create the Return; you will be able to track the status: HERE
Watch our video on how to create your first return.
Return status & Keywords
Paid Return: The customer is returning their return with a ShipHero-generated shipping label.
Self Return: The customer is returning their return with a customer-provided shipping label.
Return to Sender: (RTS) Original package was refused or unable to be delivered and ended up back at the warehouse.
RMA Pending: RMA has yet to be received or processed by the warehouse.
RMA Warehouse Complete: RMA was received and processed by the warehouse; this indicates that you can initiate a refund or exchange for your customer now.
RMA Complete: RMA is closed out.