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Customer return settings

When you enable customer returns, there’ll be a few things that you can configure to ensure the returns widget match your business needs. We’ll go through each one below and explain what they’re for and how they can be used.

How should customers return their items?

Using labels provided by ShipHero

If this setting is checked, your customer will have the option to receive a pay-on-use USPS return label. This makes it easier for them to return the package because they won’t have to source their own form of postage.

Keep in mind, that using this option does not always mean that you, the merchant, will have to pay for the label. You can provide a pay-on-use return label and charge your customer for the cost of the label. We will discuss this in more detail in the Return Reasons section.

Using their own labels

If this settings is checked, your customer will have the option to print what we call a, Self-Return label. A Self-Return label has the customer’s address on it, and the return address on it, but has no valid postage. The customer will need to provide their own postage.


How long after shipping will you accept items to be returned?

This will limit the number of days that an order can be returned. For example, if you enter “30 days”, the customer will have up until 30 days have the order was shipped to create a return.

Entering “0 days” will disable customer returns.


Which countries will you accept returns from?

By default, returns will only be accepted from the US, because our warehouses are located within the US. If you want to accept returns from other countries, you can add them to the list.

We will not provide the option for a pay-on-use return label for any returns that are outside the U.S, they will need to provide their own postage.


Flat Rate shipping cost

If you offer a flat rate return cost you can specify that here. If a customer has to pay for the return and they’ve selected a return reason that has a payment policy of “Flat Rate Shipping”, then the flat rate shipping cost will be used instead of the actual label cost when processing the refund.


Do not allow the return of items whose value is less than…

If you have a minimum return value, you can specify that here. We will prevent returns where the total cost of the items is less than your minimum return value.

For example, let’s say you have a minimum return value of $10.00. A customer placed an order for a T-Shirt that cost $5.00, and a Hat that cost $3.00. If they attempt to return both those items they will not be able to, because the total cost of the items is $8.00, but your minimum return value is $10.00


Where should returns be sent?

This is where you decide what the default return location should be for returns done via the Return Widget. The address of the location that you select will be the address that’s shown on the return label.


Contact details for returns

This information is shown to customers when an error occurs during the return process, or if the return reason they’ve selected requires them to contact the merchant (you).

Phone Number

If you specify a phone number, the message shown will be “This return requires contacting the merchant: Call {phone number}”

Email Address

If you specify an email address, the message shown will be “This return requires contacting the merchant: Email {email address}”

Both Email and Phone Number

If you specify both email and phone number, the message shown will be “This return requires contacting the merchant: Call {phone number} or Email {email address}”

No Email or Phone Number

If you do not specify a phone number or email, the message shown will be “This return requires contacting the merchant”


Return reasons

You can create and manage a list of return reasons that will be shown to your customers. The return reasons will appear on the return widget, as seen below.

The list has a few columns, we’ll discuss each in detail.

Reason

This is the text that will be shown to the customer when they need to select a reason.

Description

You can enter a description of the reason here. This is for internal purposes only, the customer will not see this.

Return & Payment policy

  • Not returnable
    The customer will not be able to create a return.
  • Flat rate shipping
    The flat rate shipping cost will be deducted from the customer’s refund instead of the actual label cost
  • Return paid by store
    No label cost will be deducted from the customer’s refund
  • Return paid by customer
    The cost of the label will be deducted from the customer’s refund.

Required to call store

If the customer selects a reason that has this option checked, they will be asked to contact the merchant (you). They will not be able to proceed with the return.

Internal use

A reason that has this option checked will not be displayed in the return widget. It will only be displayed for you and your staff when creating internal returns.

Frequently Asked Questions

If the customer has to pay for the label cost, how do I actually charge them for it?

You won’t be charging the customer directly, but instead, the cost of the label will be deducted from the customer’s refund. In the example below, the customer returned an item that’s $20.00, but they have to pay for the shipping label, which is $8.27.

Instead of refunding them the $20.00, you will instead refund them $20.00 – $8.27, which will be $11.73.

Updated on June 5, 2020

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