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Onboarding for Customer Support
Onboarding for Customer Support

This is to help onboard customer support.

Mollie Herbert avatar
Written by Mollie Herbert
Updated over a week ago

Pending return

When the status of a return is Pending, this means that the return has been submitted by the customer through the return portal and is waiting for your approval.

Approved return

When the status of a return is Approved, this means that you have approved the return in the dashboard (or auto-approved, depending on your settings) and no prepaid label is enabled for this return. Depending on your settings this could also mean that a prepaid automatic label is sent out to the customer along with the Approved email.

Shipped return

This means that you have marked the return as shipped, usually triggered manually before approving.

Received return

A received return means that you have set the status of the return to notify the customer or the staff that this package has been received. Usually, a check is involved before finalizing the return (approving or rejecting).

Resolved return

This is one of the final stages/statuses of a return, meaning that a resolution has been found and you have issued a refund or an exchange.

Rejected return

Self-explanatory, right? This is the status of a return that you have found to be ineligible.

Searching for returns - which parameters can be used?

You can search for returns based on the following parameters:

  • Customer name

  • E-mail Address

  • Order number

  • (RMA) return number

  • Tracking number

Want to find out more details about a return?

Turn your detective skills on and find out more details about a return! You can do that by heading over from your Dashboard to the Returns section. The Edit column is the last column of a return row. Pressing the Edit button will open up the details section. Ready to explore! πŸ”

Fields describing a return

Status - shows the status which describes the return and if it has been approved, declined, shipped, resolved, etc. Return - information that displays the RMA (return) number Order number - the number of the order displayed in Shopify Customer - the name of the customer that initiated the return process Request date - the date when the return request has been initiated Resolution - the choice (resolution) the customer has chosen during the return process Edit - pressing edit will display additional information regarding the return

The life of a return

A customer initiates the return process and selects the desired outcome of the return. Based on the settings you have set up in your Dashboard, it can either be auto-approved or it will be in Pending status, which means that you will have to manually approve it based on the information you have received and your Return Policy.

This is how a fresh return would look like

After receiving a return, it's time to review it and update the status based on that. You can review all the details under that return when you press Edit. Here's how that window would look like:

Note: not all features displayed above will be available to all subscriptions, this is just a test example.

When a return arrives, your customer is usually greeted with the Pending Email Template that we discussed earlier in this article. Now is the time to update the status after you have reviewed all of the details. Based on this, you can either Approve, Reject, or change the status based on your assessment of the return. You can change the status of a return by pressing on the current status which will prompt a drop-down menu and offer you the previously mentioned available selections.

What happens when you change the status of a return?

So, what happens when you change the status? This depends on the status you choose, of course. E.g. if you approve a return, then depending on your settings (if you have chosen to automatically generate pre-paid labels), generate a label that will be sent along with the Approved Email Template that you have set up under Email settings >> Your Customers.

If you reject a return, this will also send an email to the customer (remember, Rejected Email Template), along with the text you have previously entered.

Pro-Tip: Edit and view the email templates before making this live so you will be ready and set to Rich Return! You may easily find this when heading over from your Dashboard >> Email settings >> Your Customers. It's very important to communicate to customers and this feature is a game-changer!

How can I add an internal note to a return?

A picture is worth a thousand words, right?

So, this is the place where you can add staff notes. Super helpful to communicate with your staff and making the life of a return easier!

Email templates: where can I view and edit them?

You can turn your writing skills on and present the perfect email template to your customers when you search for it under Email Settings >> Your Customers.

This is it!

Selecting an email from the dropdown menu will show you the email you have set up for that particular template. Make sure to include information that you think would be valuable to your customers when they, e.g. initiate a return (Pending) or have a return approved.

The only email template with multiple variations is the Approved-Email template. Only one of these is sent out based on the scenario of the return:

  • Approved Return

    • this template is sent out in case you do not use prepaid labels at all or a prepaid label is not being used for this return

    • this email should in almost all cases contain the physical return address of your warehouse

  • Approved Return (Automatic Prepaid Label)

    • this template is being sent out if an automatic prepaid label from one of our supported label-platforms and carriers is being sent to the customer

  • Approved Return (Automatic Prepaid Label - Error)

    • only sent out if an automatic prepaid label fails for some reason (rare)

  • Approved Return (Manually Uploaded Prepaid Label)

    • this template is being sent out only for manual prepaid labels that you upload as a PDF in our dashboard for a specific return

Which products are part of a return and where can I assess this?

At the end of the Edit section of a return, there is a column named Products. This is certainly the right place to look at if you want to take a look at which products your customer is trying to return. Explained with a screenshot below.

Hope this helps 🀞🏻

Label and restocking fees? Can I check them out?

You know the drill, right? A picture's worth a thousand words? I know, you're probably getting tired but it is what it is. I have no other clever phrases, at least not that I can think of right now.

This can be found, again, under the Edit section next to each return. Make sure to check it out and find out the label and restocking fees of a return!

Do not mind the difference in the currencies, this is a test account!

Important: Worth noting here is that ShipStation does not make this cost information available to us for the majority of carriers. Shippo and EasyPost do for most carriers. When it is available, it is shown in the return details next to the label. Don't worry, we're thinking about you constantly! 🀩

Can I change customer details? Yes, you can! This is where:

You can change the e-mail address of a customer, you guessed it, under the Edit section next to a return. Here's a picture, or two (no bad puns allowed):

Where can I review photos that a customer might or might not have uploaded?

This is a good question. Depending on whether you have this feature included in your plan or not, this is an answer that you just might be interested in. The feature I am rambling about right now is the Photo Add-On. I've neatly included a link for you to check out.

In a few words, sometimes you need photos as proof for customers, and based on this you can make the final call on the return - whether it would be eligible or not. You can even make this optional or non-negotiable, or even include conditions for certain returns based on Advanced Rules!

This can be found under the, and even I am getting tired of it, the Edit section. Just press the Show Photos button and you'll be entering a whole new magical world of customer photos - which in turn will provide you with the information you need to judge the return! Sweet! 🀩

My company uses automatic labels - where can I see them?

You can see each label for each individual return when you head over to the Edit section of a return. Here are some screenshots to complement these words:

Can I track my shipment, and how?

Next to the Show label button, there's another one. It says Track shipment. You'll be redirected to the tracking page in no time.

Error while using/generating Automatic Pre-Paid labels

We've got you covered. Below will be several linked articles of common errors that can occur while using Shippo, EasyPost and ShipStation integrations with your preferred carriers. Keep in mind that if you do not see your error below you can still contact our support. They work tirelessly 24/7 and will be more than happy to ensure that the problem has been solved!

Where and how can I manually upload a prepaid label if my company does not use automatic labels? When will this be sent to the customer?

Aaaand we're back. I mean, the Edit section is back. We've missed her. Here's a picture of exactly where you can upload a prepaid label in case this is needed.

Those are the right spots, yes.

So, we figured that out. Now, when will this be sent to the customer? This is sent out to the customer instead of the regular Approved-Email once you approve the return in the dashboard. This email will trigger if a manually uploaded return label is present. The email template in this case is Approved Return (Manually Uploaded Prepaid Label). If you have two labels or you have a second document uploaded there as well, make sure to include the following dynamic variable in your email: {MANUAL_LABEL_SECOND_DOWNLOAD_LINK}. That way your customers will get links to both documents.

Pro-Tip: Make sure to take a look at the dynamic variables, under the Email section. You can find this when you head over from your Dashboard >> Email settings >> Your customers. Customize your emails and include variables to make sure your customers do not miss any information in their emails!

Variables all the way!

Exchanges: how do I process one?

First of all, we have to enable the option to be able to be selected by a customer. This can be done when heading over from our Dashboard >> Return settings >> Return options >> Exchange product.

Note: Variant Exchanges and Exchange Orders are part of the Pro and Premium Plan respectively so make sure that this feature is under the subscription you are currently on!

This is how a good ol' return would look like when she appears in the dashboard.

She's beautiful, ain't she?

We press Edit and we see a wild Exchange appear! (hope you've watched Pokemon!)

Throw out those Pokeballs! πŸ•ΊπŸ»

We see that we have 2 options here. We either create an Exchange-Order mark it as paid based on the exchange items in this return or we create a Draft-Order that can be edited afterward based on the exchange-items in this return. The choice is yours, you have been warned.

Either way you choose to go, know that we will always be by your side. A bit cheesy, but that's the mood. Jokes aside, you will be prompted with a "success" message and know you will have the option to view the exchange or draft order on Shopify. Here's how that would look:

And voila, the exchange should be processed. The day has been saved. Make sure to thank me on our support email! πŸ˜‰

Note: this article will be updated accordingly when Refunds are done inside our platform (stay tuned!).

Refunds: how do I process one?

Here we go again... 🎢

Make sure that you have the option (Refund to original payment method) enabled on your account. You can find these settings under Return Settings >> General. Once you have this enabled, customers will have that option available when going through the return process.

When you receive the return with this kind of resolution, it should look something like this:

Pressing this will lead you to another window in Shopify where you will continue with the refund as desired over there.

Note: at some point in the near future, refunds will be resolved inside our platform so keep an eye when we update the article! πŸ‘€

Store Credit: How do I process one?

We've come to the store credit. And yes, it's a similar process to the previously explained ones. Store credit is also being handled inside Shopify at this moment. Here's what it would look like should you be dealing with such a situation:

By pressing the redlined button above you will be redirected to the Shopify Gift-Card dialog where you will be able to quickly process this and wrap it up (yeah, I am still talking about a 🎁).


Have a question that you can't find here? Or maybe you have a helpful idea on what else we could include in this article? Feel free to message us over at [email protected]. We will be more than happy to hear you out! πŸ‘‚πŸ»

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