Configure the returns portal

You can use the Shippit returns portal to coordinate customer returns. Your returns portal can be customised to meet your branding needs, and to make returns as straight forward as possible for your customers.

This article discusses configuring the returns portal in your Shippit account. For more information about setting up your returns portal, see the setting up the returns portal article. For more information about how the returns process works, see the returns process article.

By setting your returns policy rules, you can automatically approve or decline returns requests, without having to manually go through each request.

The return window is the period of time after purchase during which your customers can request a return. By default, this setting is thirty days after the date of the order.

To automatically decline requests that fall outside the return window, check Do not allow return requests for orders that exceed this timeframe. If you leave this option unchecked, customers can request returns outside this window, but the requests need to be manually reviewed.

You can define a series of categories that help you to define whether or not a return can be automatically approved or rejected. The first set of categories is for your customer to select their reason for return, which is often things like an incorrect size, change of mind, or a damaged product. The second set of categories is for defining what condition the product is in, such as unused, soiled, or used.

List all the options for these categories that you want your customer to be able to select from. You can set up rules for automatic approvals and rejections based on these categories in the Rules section.

Rules use the reasons and conditions categories to determine whether return requests should be automatically accepted.

Click Create new rule to create a rule, and select the reason and condition for automatic acceptance. Click Save to save your rule. When your rules have been created, you can edit them or delete them.

You can define a series of categories for your customers to choose how they would like to receive a refund from you.

This section allows you to provide some additional information for your customers. Add a link to your returns policy, and your support contact details here.

Use this section to determine how you want your customers to return their packages to you. You can ask your customers to drop off their package at an Australia Post or HUBBED outlet, or arrange to have a carrier pick up the package from your customer directly.

If you choose to enable a carrier for pickup, your customers can book the pickup themselves with the carrier you choose, using Shippit's partner rates. Make sure you have the carrier enabled in your Carrier settings before you enable them in the returns portal.
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Make sure you tell your customer that it can take up to five days for a carrier to arrive at their address to pick up a parcel. If your customers are unlikely to be home during normal business hours, they should choose the drop-off option instead.

A key part of the returns process is providing your recipient with a label, to facilitate the return. In this section, you give your return address a name that is reflected in the returns portal.

Keep your experience consistent by curating your Returns Portal to match your existing brand colours and imagery.

Define colours for buttons and backgrounds with hex colours, and upload a page header image and favicon, to customise the appearance of your returns portal.

When you are happy with the your returns portal settings, you can embed the returns portal on your website. Copy the embed code and paste it into your site. You might need to refer to the instructions for your CMS, or contact your internal IT support team.
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Alternatively, if you prefer to link to your returns portal instead of embedding it, you can use the URL you defined in main returns portal settings.

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For more information about setting up your returns portal, see the setting up the returns portal article. For more information about how the returns process works, see the returns process article.