How do I manage Returns within Shippit

You will need to decide who can manually review and approve or reject requests that fall out of your return policy, and nominate a person to track and resolve all returns requests.

You will need to decide who can manually review and approve or reject requests that fall out of your return policy, and nominate a person to track and resolve all returns requests.

You will need to decide who can manually review and approve or reject requests that fall out of your return policy, and nominate a person to track ...

My customer can’t download the return label

View the request in the ‘Processing’ tab and select drop-down menu Manually download the label and email it to the customer

View the request in the ‘Processing’ tab and select drop-down menu Manually download the label and email it to the customer

View the request in the ‘Processing’ tab and select drop-down menu Manually download the label and email it to the customer

How does a customer submit a return request

All they need to do is go to your returns portal and follow these simple steps: Login to the portal: Using their order reference number (excluding hashtag) and email used at the time of purchase. Submit request: Select item to return,  return reason and item condition, plus p...

All they need to do is go to your returns portal and follow these simple steps: Login to the portal: Using their order reference number (excluding hashtag) and email used at the time of purchase. Submit request: Sele...

All they need to do is go to your returns portal and follow these simple steps: Login to the portal: Using their order reference number (excluding...

How easy is it to set up Shippit Returns

Getting started with Shippit Returns is easy. You’ll need to:  Update your settings in Shopify and Magento 2 to enable Shippit to retrieve order product details and photos for the portal (Note: If you’re new to Shippit, you’ll need to first integrate your Shopify or Magento 2...

Getting started with Shippit Returns is easy. You’ll need to:  Update your settings in Shopify and Magento 2 to enable Shippit to retrieve order product details and photos for the portal (Note: If you’re new to Shipp...

Getting started with Shippit Returns is easy. You’ll need to:  Update your settings in Shopify and Magento 2 to enable Shippit to retrieve order p...

What is Shippit Returns

Shippit Returns simplifies your returns process and helps automate return shipping.   Allows your customers to easily submit a return request online via a branded returns portal, generate labels, and organise item drop off or pick up   Gives you complete visibility of all y...

Shippit Returns simplifies your returns process and helps automate return shipping.   Allows your customers to easily submit a return request online via a branded returns portal, generate labels, and organise item dr...

Shippit Returns simplifies your returns process and helps automate return shipping.   Allows your customers to easily submit a return request onli...

Does the order need to be shipped with Shippit for the item to be returned via the Returns portal?

No - as long as the order can be found in Shopify/Magento 2, then the customer can submit a return request for the order.

No - as long as the order can be found in Shopify/Magento 2, then the customer can submit a return request for the order.

No - as long as the order can be found in Shopify/Magento 2, then the customer can submit a return request for the order.

How do I track the status of incoming returns

Return requests appear in the ‘Processing’ tab. The shipping track status is displayed here, along with a link to the track page that is also shared with your customer via email.   Requests will remain in ‘Processing’ until you manually mark the return as ‘completed’ once you ...

Return requests appear in the ‘Processing’ tab. The shipping track status is displayed here, along with a link to the track page that is also shared with your customer via email.   Requests will remain in ‘Processing’...

Return requests appear in the ‘Processing’ tab. The shipping track status is displayed here, along with a link to the track page that is also share...

How do I configure my Returns settings

To configure Returns, go to your Settings which is available in the top right drop-down menu on your Shippit home screen.    There are four steps to get started: General: Create the URL for your portal, provide your return policy URL and enter your customer support contact de...

To configure Returns, go to your Settings which is available in the top right drop-down menu on your Shippit home screen.    There are four steps to get started: General: Create the URL for your portal, provide your ...

To configure Returns, go to your Settings which is available in the top right drop-down menu on your Shippit home screen.    There are four steps t...

What features are currently available

The initial version of Shippit Returns includes the following features, but we’ll be adding more functionality in the future.   Branded self-service returns portal: Allow customers to request a return online using their order number and email address, and download the return ...

The initial version of Shippit Returns includes the following features, but we’ll be adding more functionality in the future.   Branded self-service returns portal: Allow customers to request a return online using th...

The initial version of Shippit Returns includes the following features, but we’ll be adding more functionality in the future.   Branded self-servi...

How many shipping labels can my customer download from the returns portal

Right now it’s only possible to download one return shipping label from the returns portal. If your customer wants to return multiple items that will not fit in a single parcel (and therefore need more than one parcel and return shipping label), please advise them to contact ...

Right now it’s only possible to download one return shipping label from the returns portal. If your customer wants to return multiple items that will not fit in a single parcel (and therefore need more than one parce...

Right now it’s only possible to download one return shipping label from the returns portal. If your customer wants to return multiple items that w...

How do I track my return requests

1. ‘In policy’ pre-approved requests: Return requests that have been approved automatically based on your return rules appear in the ‘Processing’ tab. You won’t need to do anything until your customer returns the item. Any unauthorised requests that have been manually approved...

1. ‘In policy’ pre-approved requests: Return requests that have been approved automatically based on your return rules appear in the ‘Processing’ tab. You won’t need to do anything until your customer returns the item...

1. ‘In policy’ pre-approved requests: Return requests that have been approved automatically based on your return rules appear in the ‘Processing’ t...

How do I set up my Shippit return policy

Your return policy controls the various scenarios customers are authorised to automatically obtain a shipping label via the returns portal, or need to have their request manually reviewed and approved by your team before obtaining a label.   The Shippit return policy relates t...

Your return policy controls the various scenarios customers are authorised to automatically obtain a shipping label via the returns portal, or need to have their request manually reviewed and approved by your team bef...

Your return policy controls the various scenarios customers are authorised to automatically obtain a shipping label via the returns portal, or need...

Who can use Shippit Returns

Right now Shippit Returns is only available to merchants that use Shopify (incl. Shopify Plus) or Magento 2, but we’ll add more options in the future.  To offer item drop off as a return option, merchants must connect their Australia Post account with an eParcel Post Returns c...

Right now Shippit Returns is only available to merchants that use Shopify (incl. Shopify Plus) or Magento 2, but we’ll add more options in the future.  To offer item drop off as a return option, merchants must connect...

Right now Shippit Returns is only available to merchants that use Shopify (incl. Shopify Plus) or Magento 2, but we’ll add more options in the futu...

What Shopify or Magento 2 updates do I need to make

If you’re using Shopify:  If Shopify was installed before 29th April 2019, you'll need to update the permissions to allow Shippit to look up orders that have been archived in Shopify. Simply follow the prompts in Shippit Connect. If you don’t see this message below, then you ...

If you’re using Shopify:  If Shopify was installed before 29th April 2019, you'll need to update the permissions to allow Shippit to look up orders that have been archived in Shopify. Simply follow the prompts in Shi...

If you’re using Shopify:  If Shopify was installed before 29th April 2019, you'll need to update the permissions to allow Shippit to look up orders...

What emails will my customers automatically receive from Shippit

Customers will automatically receive an email when: Return request is approved (either upon submitting an authorised request in the Shippit returns portal or when their unauthorised request is manually approved) Return item has been delivered to the merchant    As Shippit Re...

Customers will automatically receive an email when: Return request is approved (either upon submitting an authorised request in the Shippit returns portal or when their unauthorised request is manually approved) Retu...

Customers will automatically receive an email when: Return request is approved (either upon submitting an authorised request in the Shippit return...

Approve or reject an unauthorised return request

Click on ‘New Requests’ Review request Select ‘Accept’ or ‘Reject’ for the request you would like to action

Click on ‘New Requests’ Review request Select ‘Accept’ or ‘Reject’ for the request you would like to action

Click on ‘New Requests’ Review request Select ‘Accept’ or ‘Reject’ for the request you would like to action

Can the customer pay for the return shipping cost

Right now we don’t support payments by customers for return shipping. The merchant covers the cost of the return shipping once the customer return request is approved.   If you don’t offer a free returns policy, you will need to deduct the shipping fee from the customer’s ref...

Right now we don’t support payments by customers for return shipping. The merchant covers the cost of the return shipping once the customer return request is approved.   If you don’t offer a free returns policy, you ...

Right now we don’t support payments by customers for return shipping. The merchant covers the cost of the return shipping once the customer return ...

What happens when a customer submits a request that requires approval

They’ll see a message on the portal that their return request will need to be reviewed by your customer service team and that you’ll be in touch shortly.   If approved, they’ll get our standard email with instructions to download the return shipping label and get their item re...

They’ll see a message on the portal that their return request will need to be reviewed by your customer service team and that you’ll be in touch shortly.   If approved, they’ll get our standard email with instructions...

They’ll see a message on the portal that their return request will need to be reviewed by your customer service team and that you’ll be in touch sh...

Where can I view the track page for return delivery

The tracking page tracks the status of the return up until the item is received by the merchant. Go to the ‘Processing’ tab Click on the reference number associated with the returns request View the tracking page   Your customer can also visit the tracking page from the link...

The tracking page tracks the status of the return up until the item is received by the merchant. Go to the ‘Processing’ tab Click on the reference number associated with the returns request View the tracking page   ...

The tracking page tracks the status of the return up until the item is received by the merchant. Go to the ‘Processing’ tab Click on the reference...

Australia Post eParcel product code requirements

To offer customers the option to return an item to post office or post box, you must connect your Australia Post account and have one of the following product codes: PR – eParcel Post Returns PR1 – eParcel Post Returns Zonal PR2 – eParcel Post Returns Zonal CHA XPR – Express ...

To offer customers the option to return an item to post office or post box, you must connect your Australia Post account and have one of the following product codes: PR – eParcel Post Returns PR1 – eParcel Post Retur...

To offer customers the option to return an item to post office or post box, you must connect your Australia Post account and have one of the follow...

Can I use my own courier rates for returns shipping

We facilitate returns using Shippit's account only. BYO accounts do not support this currently.

We facilitate returns using Shippit's account only. BYO accounts do not support this currently.

We facilitate returns using Shippit's account only. BYO accounts do not support this currently.

Does Shippit have a returns API for customers that don’t use Shopify or Magento 2?

Unfortunately not at this stage. We may explore this an option in the future based on customer feedback.

Unfortunately not at this stage. We may explore this an option in the future based on customer feedback.

Unfortunately not at this stage. We may explore this an option in the future based on customer feedback.

What happens when a customer submits a request outside the return policy window

Customers will not be able to download a return shipping label from the portal when their request is outside the policy window. They’ll see a message on the portal that their return request will need to be reviewed by your customer service team and that you’ll be in touch shor...

Customers will not be able to download a return shipping label from the portal when their request is outside the policy window. They’ll see a message on the portal that their return request will need to be reviewed by...

Customers will not be able to download a return shipping label from the portal when their request is outside the policy window. They’ll see a messa...

What information appears in the ‘Completed’ tab

You can view your completed returns history in the ‘Completed’ tab. The following information is displayed: Date: when the return request was submitted Reference: the Shopify or Magento 2 order number, linked to the Shippit track page Customer name: the same name used at the ...

You can view your completed returns history in the ‘Completed’ tab. The following information is displayed: Date: when the return request was submitted Reference: the Shopify or Magento 2 order number, linked to the ...

You can view your completed returns history in the ‘Completed’ tab. The following information is displayed: Date: when the return request was subm...

Enabled carrier requirements

If you would like a carrier to return an item back to you, this can only be done if you have also enabled that carrier to send outbound shipments. You can change this at any time in Settings > Carriers.   Please contact support if this is something you need.

If you would like a carrier to return an item back to you, this can only be done if you have also enabled that carrier to send outbound shipments. You can change this at any time in Settings > Carriers.   Please conta...

If you would like a carrier to return an item back to you, this can only be done if you have also enabled that carrier to send outbound shipments. ...

What happens when a customer submits the same request twice

They’ll see a message saying their request has already been submitted when they try login using their email and order reference.

They’ll see a message saying their request has already been submitted when they try login using their email and order reference.

They’ll see a message saying their request has already been submitted when they try login using their email and order reference.

What are the possible track statuses displayed in the ‘Processing’ tab

The following return tracking status will be updated automatically: Return requested: the customer has submitted a return request online Awaiting drop off: the customer needs to drop off the item at an Australia Post office or post box Ready for pick up: the customer has requ...

The following return tracking status will be updated automatically: Return requested: the customer has submitted a return request online Awaiting drop off: the customer needs to drop off the item at an Australia Post...

The following return tracking status will be updated automatically: Return requested: the customer has submitted a return request online Awaiting ...

How can I preview my returns portal

You can view your live Returns portal once you’ve configured your settings. The returns portal URL can be found in your returns settings.   To preview the portal experience, create a test order, mark the order as fulfilled/shipped in Shopify / Magento 2 and explore the portal ...

You can view your live Returns portal once you’ve configured your settings. The returns portal URL can be found in your returns settings.   To preview the portal experience, create a test order, mark the order as fulf...

You can view your live Returns portal once you’ve configured your settings. The returns portal URL can be found in your returns settings.   To prev...

Can my customer request a pick up time when booking a courier

Unfortunately, customers cannot selected a time and date for courier pick up. Items will be picked up 1 to 2 business days after the customer has booked courier pick up.

Unfortunately, customers cannot selected a time and date for courier pick up. Items will be picked up 1 to 2 business days after the customer has booked courier pick up.

Unfortunately, customers cannot selected a time and date for courier pick up. Items will be picked up 1 to 2 business days after the customer has b...

What manual actions are available in the ‘Processing’ tab

You can manually action the following for each return request: Product received: indicates the item as ‘received’ if the customer decides to return it directly to store.   Reject return: indicates that you have denied the customer a refund/exchange/store credit upon receivi...

You can manually action the following for each return request: Product received: indicates the item as ‘received’ if the customer decides to return it directly to store.   Reject return: indicates that you have den...

You can manually action the following for each return request: Product received: indicates the item as ‘received’ if the customer decides to retur...