What options do I have for return locations

Right now items can only be returned to the primary pick up location that is set up in your Shippit account.

Right now items can only be returned to the primary pick up location that is set up in your Shippit account.

Right now items can only be returned to the primary pick up location that is set up in your Shippit account.

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...

What happens if I reject a return request

You’ll need to contact customers directly to let them know that their return request has been declined. Shippit will not send them any email or other type of communication that the request has been declined.   When rejecting a request, you can select the reason it was rejected...

You’ll need to contact customers directly to let them know that their return request has been declined. Shippit will not send them any email or other type of communication that the request has been declined.   When re...

You’ll need to contact customers directly to let them know that their return request has been declined. Shippit will not send them any email or oth...

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.

What happens when I approve a return request

You’ll be able to select the return method for the customer. The request moves to the ‘Processing’ tab and the customer is automatically sent an email with instructions on how to return the item along with the shipping label attached.

You’ll be able to select the return method for the customer. The request moves to the ‘Processing’ tab and the customer is automatically sent an email with instructions on how to return the item along with the shippin...

You’ll be able to select the return method for the customer. The request moves to the ‘Processing’ tab and the customer is automatically sent an em...

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...

Can I customise the rejection reasons

No, the rejection reasons are the same for all merchants.

No, the rejection reasons are the same for all merchants.

No, the rejection reasons are the same for all merchants.

Are there any restrictions on return reasons and conditions

Return rules are customisable. You can add as many return reasons and conditions as needed, and set any combination of return rules to suit your business.

Return rules are customisable. You can add as many return reasons and conditions as needed, and set any combination of return rules to suit your business.

Return rules are customisable. You can add as many return reasons and conditions as needed, and set any combination of return rules to suit your bu...

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...