How ShipKasa Makes Returns Management Simple, Smart, and Stress-Free

A smooth return experience is not a nice-to-have. It is what separates a one-time buyer from a loyal customer. ShipKasa's Returns Management system gives you complete control over how returns and refunds work for your business — from eligibility rules to label generation to final refund processing.

Here's how it all works.

Who Can Initiate a Return?

Before a return can be initiated, the order must meet one key condition: it must be in shipped status. This holds whether the order was processed through ShipKasa or exists only in your connected store — as long as it's shipped, it's eligible. ShipKasa can look up the order and process the return flow without requiring the original shipment to have been managed through the platform.

ShipKasa supports two return flows:

• Admin flow — Your team initiates the return from the ShipKasa dashboard using the customer's order ID and email address.
• Customer portal flow — Customers self-serve the return directly through a branded portal using the same two details.

Setting Up Your Return Rules

One of the most powerful aspects of ShipKasa's returns module is its full configurability. You are not working within a fixed, one-size-fits-all return policy. You are building your own.

• Return reasons — Define and customise the list of reasons customers can select when raising a request. This data also helps you identify patterns and reduce future returns.
• Return window — Set your maximum return period. The default is 30 days, but it's fully configurable.
• Eligibility check — Once a return is submitted, ShipKasa automatically validates it against your configured rules. No manual checking required.
• Tenant control — The returns module is enabled per tenant and fully managed by ShipKasa, giving you granular control over which storefronts or business units it applies to.

Return Label Options

How the returned item gets back to you is where a lot of return processes fall apart. ShipKasa gives you three clearly defined label options.

1. Pre-Paid Labels (Free to the Customer)

When this option is selected, ShipKasa generates a return shipping label and the cost is not deducted from the customer's side. The label is provided free of charge to the customer. This is the option to choose when your return policy promises free returns.

2. Paid Labels (With ShipKasa Discounts)

For businesses that charge for return shipping, ShipKasa generates a paid return label. The label cost is deducted, but ShipKasa applies its carrier discounts to keep the cost as competitive as possible. You benefit from ShipKasa's negotiated rates, which are typically significantly lower than what you would access through a carrier directly.

3. Two-Way Delivery Labels

When a two-way delivery label is selected at the time of the original shipment, a return label is not generated separately at the time of the return. Instead, the same label that was generated for the original outbound shipment serves as the return label.

*Remember: Confirm the carrier details and box dimensions at this stage to ensure accurate label generation and avoid carrier rejections.

Your Brand, Your Portal - Fully Customisable UX

ShipKasa provides a dedicated returns portal link that can be easily integrated into your website or existing returns page. This ensures your customers access a seamless, branded returns experience directly from your platform.

Customisation Options

• Add your logo
• Configure a custom header aligned with your brand
• Include a personalised footer with policy links, contact details, or messaging

Customers interact with a portal that feels like your brand, not a third-party tool, creating a smoother, more trustworthy returns experience.

What Happens After a Return is Submitted?

Once a return request is submitted and approved through ShipKasa, the customer receives an automated email notification confirming the return request has been generated and approved. No manual follow-up required. This automated communication is one of the most underrated parts of a strong returns experience. Customers may become frustrated if they have to wait long for their return to be acknowledged and processed. ShipKasa handles this automatically — the moment the return is approved, the confirmation is in the customer's inbox.

Refund Processing - Controlled By Your Team

Refunds are handled exclusively by your admin team, giving you full oversight before any money moves. Three options are available:

• Full refund — Complete order value returned to the customer.
• Partial refund — A specified amount returned, for part-orders or cases where a deduction applies.
• Reject request — Admin declines the return with a reason.

Once the admin marks a refund as processed, the customer receives an automated refund completion email confirming the refund has been issued. Again, no manual follow-up required. The customer is kept informed at every step — from submission to approval to payment — which is the standard that builds long-term trust and repeat purchase behaviour.

Getting Started with ShipKasa Returns

Ready to set up returns on ShipKasa? The returns module is available within your ShipKasa dashboard. Once configured, it runs automatically, with every return handled consistently, and every customer kept informed. If you have questions about configuring your returns setup or want to explore which label option is right for your business model, the ShipKasa team is ready to help.