# Set up branded returns portal
URL: https://support.starshipit.com/articles/4414146875279-set-up-branded-returns-portal
Canonical: https://support.starshipit.com/articles/4414146875279-set-up-branded-returns-portal
Markdown: https://support.starshipit.com/articles/4414146875279-set-up-branded-returns-portal.md
Updated: 2026-02-26

> For the complete documentation index, see [llms.txt](https://support.starshipit.com/llms.txt).

> Set up a branded self-service returns portal to simplify and automate your returns process.

Set up a branded self-service returns portal so customers can submit returns based on your policy.

Use this guide when you want to automate returns and provide a consistent branded returns experience.

## What you need before you start

- Access to **Manage account** in Starshipit
- Returns courier configuration in your account
- Returns policy and terms ready for your portal content

:::warning
For Starter and Professional plans, Advanced Returns is a paid add-on. Enabling this feature can affect your billing.
:::

## Add the returns portal to your account

From the Starshipit dashboard:

1. Click the **account name drop-down** in the top right corner of the dashboard.
2. Click **Manage account**.
3. Scroll down to **Manage Add-ons**.
4. Tick **Advanced Returns**.
5. Click **Save**.

After saving, Advanced Returns is enabled for your account.

## Set up the branded returns portal

## 1. Enable the Returns Portal

Use this step to activate your portal and generate the customer-facing URL.

1. Click **Settings** > **Returns**.
2. Tick **Enable**.
3. (Optional) Enter a subdomain to customise the returns portal URL.
   * Example:  
     Subdomain: BobsBuildings  
     The URL would then be bobsbuildings.returns.starshipit.com
4. Click **Save**.

When **Enable** is ticked and saved, your returns portal is active and a unique URL is generated.

## 2. Configure your return couriers

If you have not already been using Starshipit for returns, you will need to configure your courier accounts for returns.

* [Labels for return shipments](/articles/returns/returns/returns-with-starshipit)

## Child account configuration for returns

When configuring returns for child accounts, return addresses and rules must be set up at a child account level. This is because the parent account's configuration does not automatically apply to child accounts.

:::important
**For child accounts:**
- To create or select a pickup address: Go to **Settings** > **Pickup Address** > **Multiple shipping locations**
- To configure returns rules: Go to **Settings** > **Returns** > **Rules**
:::

## Customising the Branded Returns Portal

The above is all that is required to get the returns portal functioning. From here you will want to customise the returns portal to suit your branding requirements, business logic and returns policy.

## Define your Terms and Conditions

It is important to ensure your terms and conditions for returning products are laid out clearly on your website. To add this:

1. Go to **Settings** > **Returns** > **Terms & Conditions**.
2. Tick **Enable Terms & Conditions**.
3. Add your content to the template editor.
4. Click **Save**.

After saving, your terms and conditions display in the returns portal.

## Rules for Returns

You can use the built-in rules engine to block return requests based on your policy around what can be returned and when. Some common examples are:

* Returns are only accepted within 30 days of when the order was placed.
* Swimwear is not available for returns.
* Returns are only available for domestic orders via the self-service function.
* If a customer is based in a specific state, the return should go with a certain carrier.
* If the return contains a certain item, the order should be marked as a dangerous good.

Use the rules tab to configure this logic:

1. Go to **Settings** > **Returns** > **Rules**.
2. Select **Add a new rule**.
3. Set the **Condition(s)**.  
   Example: Order Created Date Greater Than 30 Days.
4. Set the **Action**:  
   Example: Reject Returns.
5. Set the **Value**:  
   Example: We're sorry! The items you have tried to return are not eligible for returns.

After saving, new returns are evaluated against your configured return rules.

**Available conditions**

* All Orders
* Sender Contact Name
* Sender Country Name
* Sender Country Code
* Sender Post Code - AU
* Sender Post Code - NZ
* Sender Post Code
* Sender State
* Sender Suburb or City
* Sender Street
* Sender Building
* Sender Company
* Item SKU
* Item Quantity
* Total Item Quantity
* Order Created Date
* Order Status
* Order Value
* Order Weight
* Item Country of Manufacture
* Integration
* Order Number
* Shipping Method
* Shipping Description
* Store Identifier (only for Magento1 & 2)
* Tags
* PO Box & Parcel Locker Orders
* Line Item Value
* Their Reference

**Available actions**

* **Set Authority To Leave**  
  Allows couriers to leave parcels at the delivery location without a signature
* **Set Courier & Product Code**  
  Assigns a specific courier and product code to orders, ensuring that the correct courier is used for shipping.
* **Set Contain Battery**  
  Flags orders that contain batteries as Dangerous Goods.
* **Set Signature Required**  
  Adds a requirement for a signature upon delivery.
* **Set Return Address**  
  Uses the specified address as the return address for orders.
* **Reject Returns**  
  Prevents certain items from being returned based on set conditions.
* **Set Return Cost**  
  Specifies the cost associated with returning an item.
* **Assign Tags**  
  Assigns specific tags to orders, which can be used for categorization and easier management of orders.

If you have any trouble configuring your business logic with our rules engine, please contact us [here](https://help.starshipit.com) and one of our support team will help you set this up.

## Defining Return Reasons and types of returns

With returns, you may want to specify what kind of returns you allow and what reason the customer is returning the item. To define your return reasons:

1. Go to **Settings** > **Returns** > **Settings** > **Returns reason**.
2. Enter each return reason on a new line.
3. The customer will have to select one of these reasons before completing the return.

After saving, customers must choose one of your configured reasons when submitting a return.

Starshipit supports three types of returns:

1. Go to **Settings** > **Returns** > **Settings** tab > Return Options.
2. Select which options you would like to enable:
   * Refund to store credit
   * Exchange Product
   * Refund to the original payment method
3. Click **Save**.

After saving, only your selected return options are available in the portal.

## Reimbursement for Returns

Starshipit does not currently support charging the customer for returns via the returns portal. Reimbursement should be either deducted from the refund or charged externally through your payment gateway. You are able to configure flat rate charges based on which refund option is chosen within the returns portal settings.

1. Go to **Settings** > **Returns** > **Return Charges** > **Return Option**.
2. Configure the conditions and charges based on the return option, the location of where the return is coming from and the weight  
   Example:  
   When a customer opts for a refund, I would like to charge $5.00 for orders that weigh up to 5kg, and $7.50 for orders between 5kg and 10kg for domestic orders. All international orders will have a flat charge of $15 for returns

   |  |  |  |  |  |
   | --- | --- | --- | --- | --- |
   | **Return Option** | **Country Codes** | **State Codes** | **Post Codes** | **Return Charges** |
   | Payment Refund | AU |  |  | 5|5 10|7.50 |
   | Payment Refund | !AU |  |  | 1000|15 |
3. Click Save.

After saving, return charges are applied based on the configured option, destination, and weight conditions.

For more information on setting up table rates read this article [here](/articles/rates-at-checkout/set-up-guides/set-up-table-rates).

## Branding the portal

You can create a great branded experience by using the following key elements of the returns portal:

* Logo
* Header & Accent colour
* Page Title & Favicon
* Footer Section
* Additional packaging details  
  *Used for providing additional information on how your returns should be packaged*

Use the settings page to customise your returns

1. Go to **Settings** > **Returns** > **Settings** > **Customise your return portal**.
2. Enable sections you want to display in the return portal.
3. Upload the relevant images and text.  
   *Starshipit uses a standard Rich Text Editor for the portal templates. Optionally, you can switch to the HTML view to copy code you may have from your website already*
4. Click **Save**.

After saving, your selected branding elements are visible in the returns portal.

## Branding your Returns notifications

Throughout the returns process, customer communication will be important. The returns portal allows you to fully configure and customise all SMS and email communication from an initial email with a link to the returns portal, all the way through to tracking notifications during the returns journey.  
  
Use the notifications tab to enable select emails and customise them

1. Go to **Settings** > **Returns** > **Notifications**.
2. Click the checkbox for the emails/SMS you would like to enable:
   * Send Return Link: Triggered when sending a link to the returns portal
   * Return Pick Up Submitted: Triggered when the return is initially submitted
   * Return Parcel Picked Up: Triggered when a pickup event is recorded from the carrier
   * Return Received: Triggered when a delivered event is recorded from the carrier
   * Send Return Label: Triggered when you send a return label to a customer directly
3. Select either the Email Template or SMS template you would like to customise and edit the template from there
   * [Customise email notifications](/articles/notifications-branded-tracking-rules-child-accounts/notifications/customise-return-email-notifications)
   * [Customise SMS notification](/articles/notifications-branded-tracking-rules-child-accounts/notifications/customise-return-sms-notifications)
4. Click **Save**.

After saving, selected returns notifications are active with your chosen templates.

:::note
These notifications are a great opportunity to upsell and direct attention back to your store to increase visibility on your site.
:::

## Returns submission using order reference (TheirRef)

You can now set up "TheirRef" as a search option in the Starshipit branded returns portal. This means your customers can search for and process returns using the "TheirRef" variable, which corresponds to the Receiver's reference (such as a purchase order number).

1. Go to **Settings** > **Returns**.
2. In the **Return Validation** section, tick **Validate returns based on order reference**.
3. Click **Save**.

When ticked, customers can submit returns using order reference (TheirRef). When unticked, order reference validation is not available.

Use case: This feature is particularly useful for businesses that import external order numbers, which they share with their customers as "Order reference" (TheirRef). Meanwhile, they use Starshipit Order (Our ref) for internal purposes, which they do not share with their customers.

## Display the returns portal to your customers

There are two ways to display the branded returns portal to customers:

- Embed it in your website using an iFrame
- Share the Starshipit-hosted portal URL

Choose iFrame when you want the portal to appear within your site experience. Choose hosted URL when you want a separate returns page managed by Starshipit.

## iFrame

An iFrame is a way of embedding the returns portal as inline HTML into an existing web page. This is a seamless way to create a flow between your online store and the returns portal. To add the returns portal as an iFrame you will need to access the embedding code.

1. Go to **Settings** > **Returns** > **Settings** > **Get the code**.
2. Copy the code to the clipboard.
3. Go to your website and edit the HTML for the page where you would like the returns portal to display.  
   *This could be a dedicated website page for the returns portal or you could add it to an existing page*
4. Paste the code into the webpage and click **Save**.
5. Returns Portal should now be displaying.

After setup, customers can access the returns portal directly from your website page.

## Hosted

Alternatively, you may wish to have the returns portal hosted externally to your online store. This can be useful if you wish to only provide the link to the returns portal to specific customers, rather than having it publicly available on your store.

After enabling the returns portal and optionally choosing a subdomain, you receive a unique URL. You can include this URL in the **Send Return Link** email or share it directly with customers.

After setup, customers access returns through your Starshipit-hosted URL.