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 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 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...
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installed before 29th April 2019, you'll need to update the permissions to allow Shippit to look up orders that have been archived in Shopify.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...
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 ...
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...
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...
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 ...
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...
Can my customer request a return for an order that has been partially fulfilled
The customer can still submit a request using their email/order number but will only see the fulfilled products (i.e. two products instead of three) in the product list in the portal.
The customer can still submit a request using their email/order number but will only see the fulfilled products (i.e. two products instead of three) in the product list in the portal.
The customer can still submit a request using their email/order number but will only see the fulfilled products (i.e. two products instead of three...
Can I customise the customer email notifications
Unfortunately not. Rest assured, we’ve tested the copy with customers so we know it works.
Unfortunately not. Rest assured, we’ve tested the copy with customers so we know it works.
Unfortunately not. Rest assured, we’ve tested the copy with customers so we know it works.
Can my customer change the pick up address if they opt for courier pick up
Yes, customers are able to change their address in the portal if they want the courier to pick up the item from a different location.
Yes, customers are able to change their address in the portal if they want the courier to pick up the item from a different location.
Yes, customers are able to change their address in the portal if they want the courier to pick up the item from a different location.
When does the return window start
The return window starts from the purchase date.
The return window starts from the purchase date.
The return window starts from the purchase date.
Can I view and run a report on returns reasons
You can view your returns history, including return reasons, in the ‘Completed’ tab. You can also engage our professional services team for any bespoke returns reporting requirements at an additional cost. More information about these services can be found here.
You can view your returns history, including return reasons, in the ‘Completed’ tab. You can also engage our professional services team for any bespoke returns reporting requirements at an additional cost. More infor...
You can view your returns history, including return reasons, in the ‘Completed’ tab. You can also engage our professional services team for any be...
Can I brand the customer emails and track page
If you already have branding enabled for the track page and emails for outbound shipments with Shippit, emails and track pages for returns will also be branded. Right now it is not possible to enable branding for returns emails and track pages without enabling branding for ou...
If you already have branding enabled for the track page and emails for outbound shipments with Shippit, emails and track pages for returns will also be branded. Right now it is not possible to enable branding for ret...
If you already have branding enabled for the track page and emails for outbound shipments with Shippit, emails and track pages for returns will als...
Who can approve or reject a return request
We understand that every business operates differently, so we’ve made a distinct separation to the level of access a user may have depending on how your account is set up. Any user can approve or reject a return request, however if you’ve created multiple Shippit store accou...
We understand that every business operates differently, so we’ve made a distinct separation to the level of access a user may have depending on how your account is set up. Any user can approve or reject a return req...
We understand that every business operates differently, so we’ve made a distinct separation to the level of access a user may have depending on how...
What happens if I delete an existing return rule
Once deleted, new customer returns matching the deleted return rule will need manual authorisation from your team. Return requests made prior to this change will not be affected.
Once deleted, new customer returns matching the deleted return rule will need manual authorisation from your team. Return requests made prior to this change will not be affected.
Once deleted, new customer returns matching the deleted return rule will need manual authorisation from your team. Return requests made prior to th...
Letting customers know about the returns portal
We recommend including a link to your portal URL in your returns policy, and other relevant customer communications such as your order confirmation emails. You can also download our marketing assets to help you promote the portal as part of your return policy on your websit...
We recommend including a link to your portal URL in your returns policy, and other relevant customer communications such as your order confirmation emails. You can also download our marketing assets to help you pro...
We recommend including a link to your portal URL in your returns policy, and other relevant customer communications such as your order confirmation...
Who can configure Returns settings
Any user can configure Shippit Returns settings - however, if you’ve created multiple Shippit store accounts that operate under a company, only the Head Office users of that company will have access to configure these settings.
Any user can configure Shippit Returns settings - however, if you’ve created multiple Shippit store accounts that operate under a company, only the Head Office users of that company will have access to configure these...
Any user can configure Shippit Returns settings - however, if you’ve created multiple Shippit store accounts that operate under a company, only the...