Introducing simple self-serve returns for your customers.
Coordinate returns without the hassle. Our self-serve, automated returns portal makes it easy for customers to initiate a return, empowering them to shop with confidence. Your Returns Portal can even be customised to meet your branding needs, in order to slot-in seamlessly as a part of your broader customer experience.
Getting started is quick and easy. You can activate and set up the returns portal directly from the Shippit app.
Enabling the Portal
Before you set up the Returns Portal ensure you have a Shopify or Magento2 store integrated with Shippit. For more information on how to get started with these integrations, follow the below links:-
We also recommend that you have a returns policy or a list of returns reasons that you will accept.
1. Log in to your Shippit app and head to your ‘Settings’ menu in the top-right corner
2. Within the left-hand navigation, select ‘Returns Portal.’
Please note that if you are on our Lite plan, you will need to upgrade to a paying subscription to be eligible for our Returns Portal. If you wish to proceed you will be prompted to upgrade your plan directly from the Returns Settings page. You can learn more about our pricing here.
3. Selecting ‘Enable returns portal’ which will trigger a pop-up with a number of settings which will allow you to customise your Returns Portal based on your business needs.
- Customise your Returns Portal URL. Your URL should be easily recognisable for your customer and include your brand name.
- Add your accepted returns reasons such as 'damaged’, ‘change of mind’,‘wrong item’ or ‘faulty.’
- Input your returns conditions i.e. ‘used’ or ‘unused’.
- Specify your return address and contact details. Your items must be returned to the primary pick-up address set up in Shippit and you cannot add more than one address.
- If you wish you can also display a default store name instead of the return address on the portal.
4. Once you are happy with your settings, hit ‘Confirm’ in the bottom-right corner, and – that’s it! You are set up and ready to go.
Returns Portal Configuration
If at any stage you wish to add or modify the existing settings for your Returns Portal, this can be done quickly and seamlessly from within the Settings menu.
- RETURN WINDOW
- REASONS FOR RETURN
- RETURN POLICY & CUSTOMER SUPPORT DETAILS
- RETURN METHODS
- RETURN ADDRESS
- RETURNS PORTAL BRANDING
- EMBED YOUR PORTAL
The ‘Return window’ refers to the duration in which a receiver is able to request and ship a return back to your business. We have set up a common default of 30 days. This can be increased or decreased at any time to suit your business needs.
If your customer attempts to return their product after the specified number of days, manual approval will be required.
Should you need to modify the acceptable reasons and conditions for a return once the portal has already been enabled, you can easily add and remove these with the ‘Reasons for Return’ and ‘Conditions for Return’ option.
‘Conditions for Return’ refers to the state in which a product is being returned. You can set up your approval rules in the following step to only accept ‘unused’ items or to accept ‘used’ items based on the returns reason that your customer has indicated.
To add a rule or condition, simply type out the required information within the field and hit the ‘add’ button to the right-hand side.
To remove, simply select the ‘x’ next to the reason or condition in question, which will then remove this from the available options.
By setting up Reasons and Conditions for your returns, you are now ready to create 'Rules' that automatically approve customer return requests.
In order to accelerate the returns process for both you and your customer, you are able to create 'Rules' which will allow instant approvals for return requests that fit a required set of outlined criteria, specified by you.
1. Select the 'Create new rule' button, which will prompt a pop-up window to appear.
2. Within this pop-up, select a 'Reason' and 'Condition' that you have entered in the previous step.|
3. Select the 'Save' button when your rule is ready - and that's it! Your rule has been created. You can create, edit or delete rules at any time.
Please note that if rules are added, edited or deleted then those changes will apply to new returns but not to any in-progress that were created before your changes. It’s recommended that you communicate any changes to your returns policy to your customers before updating this in the Returns Portal.
If your customers need extra information on your returns policy; you have the option to include a URL that takes customers directly to the Returns Policy on your website, as well as an option to include your support email address and contact phone number to streamline any questions or requests customers may have.
Once you are finished making changes to your rules, remember to hit the 'Save' button at the bottom-right corner - and that's it. Congratulations on setting up your Shippit Returns Portal!
Setting up your options for methods of return is easy. We are able to order recipient drop-off (Australia Post only), and for pick-up we currently have a number of carriers who support this:
- Couriers Please
- Allied Express
- Australia Post eParcel
RECIPIENT DROP-OFF (AUSTRALIA POST )
Your recipients have the option to return their items via Australia Post drop-off, either in an Australia Post Office or via an Australia Post red box.
To switch this option on or off, simply toggle the purple ‘tick’ towards the right-hand side of the ‘AusPost Standard Post’ option.
Please note that this option is only available if you have integrated your existing Australia Post eParcel account into your Shippit account.
CARRIER PICK-UP FROM RECIPIENT
Your recipients have the ability to book their own pick-up request by using the options that you enable within the settings below. Pick-ups for returns are available on Shippit’s partner rates with Allied Express, Aramex and CouriersPlease.
Note: we are currently unable to support merchants' own carrier rates where you have a carrier account linked with Shippit, due to the limitations surrounding return pricing.
The available options will be contingent on which carriers you already have enabled within your Shippit carrier settings - the ‘Edit carrier settings’ button will take you there quickly, should you need to make any changes.
This will then be updated on the ‘Return Methods’ page, and can be toggled on/off using the purple ‘tick’ button next to each carrier.
Please note that it can take up to five days for a courier to arrive at a customer's address and pick up a parcel. We recommend that you communicate this with your customer before they book a carrier pick-up for their returns. If your customers are unlikely to be home throughout the week, we recommend they choose the drop-off option instead.
A key part of the returns process is providing your recipient with a label, to facilitate the return.
Please note that you are only able to add one address for your returns. Right now items must be returned to the primary pick-up address set up in Shippit.
You are also able to give your default address a name which will reflect in the portal.
Keep your experience consistent by curating your Returns Portal to match with your existing brand colours and imagery.
With the use of HEX codes for styling buttons and backgrounds, as well as the option to upload a page Header and Favicon, customising the appearance of your customer-facing portal couldn’t be easier.
Please note that the minimum height for image uploads is 96px (h) and formats must be one of the following: .jpg, .jpeg, .png
Once your Return Portal is ready to go, you are able to embed the finished code onto your Content Management System by copying and pasting the HTML into the relevant page on your site (please refer to your CMS for site-specific instructions where required).
Or, if you would prefer to simply link to your
As soon as your Returns Portal is enabled and the code is embedded, this will be live!
Alternatively, if you would prefer to add a hyperlink to your portal instead of embedding it onto your website, you can copy/paste your predefined link from the 'Returns portal' main menu.
For more information on the Returns approval process, head to our next guide here.