Create a return portal with your own logo and identity. This type of return portal gives you a return process that is integrated into your order management.

This means that you get a smooth and efficient return flow, where you can easily handle return orders and refunds. In addition, you have an overview of all your outgoing and incoming orders from one place.

At the same time, it is easy for your customers to return items, and you can automatically keep them informed during the process.

In Shipmondo, we offer two different types of return portals: Basic and Return Management.

If you do not know the difference, we recommend that you read our article which reviews the different options with the two types, so you choose the one that best suits your business.

Read about the differences between the return portals

In this guide, we review how to set up the Shipmondo Return Portal - Return Management, which is connected to your Order Management.

The system lets you decide the price of your return shipping or offer your customers free returns.

How to set up your Return Portal - Return Management

Go to Settings > Return Portal.

Click the plus (+) button in the lower-right corner to create a new return portal.

General:

Follow the on-screen instructions to set up your return portal. Choose Return Management as the type and select the Sender country and Language.

Specify the name you want to give your portal, which will form your return portal link.
You have the option to set up an approval text that your customer must accept in order to complete the return.

You can also attach a return slip that your customers must print, fill out, and enclose when they make the return.

Click Activate return portal and then Create and continue.

Receiver:

Next, fill in your company information, which will be used as your return address.
Personalize your return portal and upload your logo to the return portal here.

Maximum logo size:
Width: 320 px
Height: 80 px

Text:

On the Text tab, create a heading for your return portal and write the introductory text to appear on the first page of the portal.

Reasons:

Let your customers choose a return reason.

Add the reasons that make sense in your business and that can give you useful information about why your customer returns one or more items.

You can require the customer to make a comment on a specific return reason. This might be relevant in the case of an item is broken during delivery.

You can sort the order of your reasons, resolutions, and return methods, which are reflected on your return portal, by dragging and dropping each line.

Resolutions:

Click Add to create the resolutions that your customer should be able to choose from when making a return. For example, you could offer a refund, an exchange, a gift card, points, or store credit with your webshop.

Shipmondo allows you to easily process your return order and refund. If you want to offer an exchange or issue a gift card, manage this in your webshop system.
You can add a small description to each of your return solutions.

Return methods:
You can set up one or more return methods and offer your customers multiple ways to return their items.

You determine the price of your return shipping for each return method, whether you use Shipmondo's shipping agreements or your own shipping agreements. You also have the option of offering your customers free returns.

Click Add to create a return method.

Fill in a Name for your return method, which will appear on your return portal.
You can add a Description that describes your return method. For example, it could be the location where the package is to be handed in, the expected delivery time, or something else that's relevant to the return method.

Select/create a Shipment Template to connect it with your return method. The template defines which carrier and product to use on your return method, as well as whether the return package should be sent to your company address or a service point.

If you want to offer the customer the opportunity to physically drop off the return package at your address, we recommend that you create a new shipping template and choose Drop off Label as your product.

Note! We recommend that you create a new (separate) shipment template to be used exclusively on your Return Portal. That way, your setup will be independent of the other shipment templates in your Shipmondo account that are used for outgoing shipments. This is especially relevant to minimize the risk of errors in setup.

Click here to see the overview of countries, carriers and products supported through
Shipmondo Return Portal.

Now choose the Price type you want for your return method. You have several options for pricing your return method and you can select the currency (EUR, SEK, NOK, DKK, GBP).

You have the option of specifying a fixed price for each return method or letting it vary
according to the weight of the return order and the items that the customer wants to return, if you have specified the weight of your items on your webshop.

Fixed
If you want a fixed price regardless of the weight of the return package, select Fixed, and enter your desired price for the return method under Price excl. VAT.
If you want your return shipping to be free for your customer, enter 0 under price.
Automatic (weight)
If you want the price of the return shipping to vary automatically depending on the weight of the return order, select Automatic (weight).
The price for return shipping is automatically retrieved from the current prices on your Shipmondo account under Shipments > Prices .

Note! For this reason, this solution can only be used if you have selected Shipmondo's shipping agreement in your associated shipment template.

You can add packaging to the return method, in which case the weight of the packaging will be included in the weight of the return package and, thus, the return price.

You can also adjust the variable shipping price by an extra, fixed amount, for example if you want to give your customer a discount or apply an extra charge to your cost. Enter the amount you want to add or subtract under Affect Price. If you want to lower the price, simply enter a minus (-) in front of your amount.
Table (weight)
If you want a fixed price for each weight range, select Table (weight). Here, you can define some specific weight ranges with fixed prices. Based on the return items and packaging, a return price is displayed that matches the weight of the return order.

The system allows you to add packaging to the return method, in which case the weight of the packaging will be included in the weight of the return package and, thus, the return price.

If your customer wants to return one or more items with a weight that you have not defined within your weight ranges, you can insert a Fallback Price, which will be displayed instead.

Click Create when you have chosen your price type and added a price.

Invoicing and payouts

Shipmondo Return Portal is a free feature for you to use as a Shipmondo customer.
However, when you use the return portal with your own shipping agreement and accept payment for the return shipping from your customers.

When you set a price and accept payment on your return portal and use your own shipping agreement, we credit your customers' payments to your Shipmondo balance. Shipmondo charges a transaction price for each deposit. Read more about prices, invoicing, and payouts.

Once you have created your return methods, your return portal is ready.
The link to your return portal can be found under the tab General > Desired portal name.

Want to test the return flow?

You can use the test mode setting and try the return flow as one of your customers would experience it. In test mode, it is possible to complete a test purchase of a return label without deducting money from the payment card.
Test mode is opened by clicking the button under More in the overview of your return
portals.

Keep your customers informed during the return process

You can keep your customer informed during the return process with personalized messages. You can set up the following messages in your return flow:

Return portal: Shipment
- This message is automatically created as an e-mail message when you create your return portal. It will be sent to the customer who has created the return shipment on your return portal. The message contains the documents associated with the return shipment e.g. return label and return slip.
Return portal: Shipment delivered
- You can set up this message if you want to notify the customer once you have received the return order. The message is sent automatically. That way, you avoid having customers contacting you for an update on the return process.
Order: Return confirmed
- You can set up this message that will be sent when you have processed the return order.
Order: Refund
- You can set up this message if you want to notify the customer when you have completed the refund. You can include the refund amount and notify that the customer can expect to receive the money soon.

Read more about how to set up personalized messages.

How to refer your customers to your return portal

You can refer your customers to your return portal through your Terms and Conditions or via a separate return page on your website or webshop.

You can link to or embed your return portal on your website in three ways. Read more about display methods of your return portal.

Manage return orders in Shipmondo

You can easily and efficiently handle your return orders from your return portal in Shipmondo.