# Returns with Starshipit FAQs URL: https://support.starshipit.com/articles/4414370792591-returns-with-starshipit-faqs Canonical: https://support.starshipit.com/articles/4414370792591-returns-with-starshipit-faqs Markdown: https://support.starshipit.com/articles/4414370792591-returns-with-starshipit-faqs.md Updated: 2026-02-04 > For the complete documentation index, see [llms.txt](https://support.starshipit.com/llms.txt). > Find answers to frequently asked questions about returns with Starshipit. ## What's included in each plan? Every Starshipit plan includes a base set of returns features: - Manually create return labels - Print return labels from existing orders - Create return labels with outgoing shipments The **returns add-on** includes additional features: - Create a customer-facing returns portal and embed it directly on your website - Keep customers informed with SMS and email notifications - Display multiple return payment options and set return charges for each option - Let customers drop off their returns or arrange their own pick-ups - Add your branding, colours, logos, content and links to your returns portal - Create rules to reject returns for specific types of products ## FAQs How much does the returns add-on cost? The add-on is available for $20 monthly with Starter and Professional plans, while it is included in Enterprise plans. A 10-day free trial is offered with the add-on. How do I set a default return courier? When your customer begins the return process, they will be given a drop-down of what courier they would like to submit the return with. To customise which courier displays first: 1. Go to **Settings** > **Returns** > **Settings** > **Default courier**. 2. Select a default international courier and a default domestic courier. 3. Click **Save**. Can returns be enabled on a child account? Yes, returns can be enabled on a child account. When enabled they will be treated as an individual account. Do return labels count against my regular allocation of shipping labels? Yes. For example, if you are on our Starter Plus plan and issue 1,000 labels per month, and 100 of those are return labels, you'll have 900 labels left in total. Which carriers does Starshipit support returns with? Starshipit supports eCommerce returns with the following carriers: - Aramex - Australia Post eParcel - Castle Parcels - Couriers Please - DHL Express - FedEx (only supported for creating a return from an existing order) - NZ Couriers - NZ Post Domestic - Plain Labels - Post Haste - StarTrack - TNT Can a customer create a partial return for the same order? Yes, customers can create multiple returns on an order as long as the return quantity of each item doesn't exceed the original ordered quantity. Can a customer use the returns portal for goods purchased in-store? Yes, this is possible by manually creating an order and setting the status as **Delivered** in Starshipit: 1. Manually create an order using the customer's details. 2. Manually update the order status to **Delivered**. 3. Provide your customer with the return link, where they can initiate their return. How do I refuse certain products from being returned? Set up automation rules that reject returns based on certain criteria. For example, a return could be refused if the SKU includes "earrings". You can also add up to 10 varied reasons for returns options. Can I offer both pickup and drop off return services? Yes, Starshipit supports enabling both pickup and drop off for your returns portal. You cannot specify only one option. Can a customer reprint their return label if they misplace it? Yes, customers can re-download their shipping labels: 1. Go back to the return portal. 2. Re-enter their order details. 3. If there is a previously created return, they'll see an option to view and reprint the label. Who pays for returns? Returns are charged against your existing courier account. Can a returnee print labels for multiple boxes? Yes, customers can add additional packages to returns when they process a return using the returns portal. What carriers allow pickups to be scheduled in the returns portal? | Carrier | Pickup | Drop off | |---------|--------|----------| | NZ Post Domestic | ✓ | ✓ | | Australia Post eParcel | ✗ | ✓ | | Couriers Please | ✓ | ✗ | | TNT | ✓ | ✗ | | DHL Express | ✓ | ✗ | Can TNT bring the return label when collecting the parcel? Yes, if TNT eReturns is enabled for your account. With TNT eReturns, the customer does not need to print a return label before pickup. TNT brings the label when they collect the parcel. Before using this workflow, confirm with TNT and Starshipit support that TNT eReturns is enabled on your account and that TNT is set up as a returns courier in Starshipit. Do you support return writeback to eCommerce platforms? No, we don't support this at this time. Can you stop and start a free trial? No, you cannot stop and then resume a free trial of the returns portal/advanced returns add-on.