We are excited to share that we are overhauling our returns process to ensure a more seamless, efficient returns management workflow. These changes will go into effect on March 12, 2020. 

As you know, ShipBob offers returns as an optional value-added service to merchants. We know how important returns are for your business and we have worked very closely with a group of merchants to roll out these exciting changes. You do not need to process returns through us, but we have some major improvements that will make it easier and better than ever before. 

What's changing on March 12? 

We will continue to support processing returns, setting up return actions for products, and creating returns through the dashboard. Here’s what will be different:

How we charge for returns

To date, we’ve charged a fee equivalent to the original cost of the outbound shipping label to ship a return back to us. You had to pay for the cost of the label, even if you didn’t use our label. 

Going forward, there will be two separate line items: 

  • The label fee: Label buying is now optional, will be less expensive, and is paid upfront. You can buy a label from us at a discount, otherwise, you can buy your own labels or ask your customers to buy them.
  • Processing fee: Baseline pricing for processing simple returns is $3. This may scale up based on complexity of the inspection if you have custom inspection steps. Contact support@shipbob.com or your rep to learn more

This should bring more fair pricing to returns. We will update our Terms of Service to reflect these changes to our returns processing on March 12, 2020. 

If no action is taken, all returns will continue to be restocked, and you will be charged the new way mentioned above.

New return actions

We have two new actions for returned items: Dispose and Quarantine. Going forward, we can restock, quarantine, dispose, or inspect a return. If you need to add inspection steps to products, there will be an additional per-touch fee. If you have more complex return steps you would like us to complete upon arrival, please reach out to your Merchant Success Manager or our Merchant Care team at support@shipbob.com.

Removing the branded URL functionality for consumers to initiate returns

Due to low usage, we are getting rid of the Returns Settings page, which lets you create a Returns Center page on your website to match your brand (pictured below).

If you’ve created and shared a URL with customers to initiative returns through ShipBob, it will not work as of March 12, 2020. Instead, going forward you will have to manually create returns in the ShipBob dashboard. We apologize for the inconvenience but we do have tools that we can recommend that will do the same functions. 

Please review your Shipping and Returns Policy pages, your Help Center, and any other customer-facing information that contains this URL and will need to be updated.

New integrations with returns management platforms

To add even more to this transition, ShipBob has been working closely with the leading returns platforms. We will announce all of those integrations shortly!

Also, ShipBob has also rolled out a Returns API, so you can now build your own custom returns workflow and connect to any platform you desire. If you do build your own, please let us know. We love seeing what our customers build.

New features in the dashboard

On March 12, you will have access to improved returns functionality in the ShipBob dashboard that provides new preferences you can add, the ability to review more information on returns, and more. We will send you another email when all of these changes are released.

For any questions, please contact your Merchant Success Manager or ShipBob’s Merchant Care team for help.

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