Return Creation with SSR

Once your Store Setup and ShipStation Returns (SSR) activation are complete, you can begin creating Return or Exchange requests directly through ShipStation.

This guide will help you understand when and how to initiate return or exchange requests for eligible orders.

When Are Return or Exchange Requests Allowed?

Before initiating a return or exchange request, ensure that the order meets the following conditions:

• The order must be marked as shipped.
• A shipping label must already have been created for the order within ShipStation.

Only orders that appear under the "Shipped" section of ShipStation meet these conditions. These are the orders eligible for return or exchange request creation. If an order has not yet shipped or doesn’t have a shipping label, it will not appear in the list of eligible orders.

Where to Find Eligible Orders

By default, ShipStation displays all shipped orders from all stores connected to your account in a single, combined list.

• To view this list, navigate to the Orders section and select the Shipped tab.
• This list includes every order across all stores that has been shipped and labelled.

Filtering Orders by Store

If you operate multiple stores through ShipStation, you can narrow your view to see orders from a specific store:

• Use the navigation panel on the left-hand side of the ShipStation interface to select a particular store.
• Once a store is selected, the "Shipped" section will update to show only the orders from that store.
• This is especially useful if you are managing different return settings across different stores.

How SSR Affects Return Request Behaviour

• The return and exchange process depends on whether SSR is enabled for the store from which the order originated. Since SSR can be activated on a per-store basis, behaviour may vary:
• If SSR is enabled for a store, return and exchange requests can be initiated through the configured customer portal as well as the merchant admin page.