ShipBob Returns

Configure Return Policies

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This guide covers the policy controls in ShipBob Returns: return windows, customer outcomes, return reasons, item eligibility, and when to use manual review instead of auto-approval.

Return Policy Settings

In Settings, review the core policy controls:

SettingWhat it does
Return windowHow many days after shipment a customer can start a return. Orders outside the window cannot be submitted. See How the Return Window Works below.
Require order to be fulfilledWhen on, customers cannot start a return until the order has shipped.
Auto-approve return labelsWhen on, return labels are created and emailed automatically. When off, new returns wait in Pending Approval until you approve them from the Returns page.
Allow refunds / exchangesChoose which resolution options customers see in the portal.
Non-returnable product tagsShopify product tags, such as final-sale, that make an item ineligible for return.

Hazmat items: Items flagged as hazardous materials in ShipBob inventory are automatically blocked from return shipping. This safety block is built in and is not configurable, but you can use Flows to give those customers a different outcome, such as letting them keep the item.

How the Return Window Works

The return window counts from the date the order shipped - specifically, not from the date the order was placed.

This means:

  • If an order has not shipped yet, the window falls back to the order creation date. In practice, these orders are usually blocked when Require order to be fulfilled is on.
  • Setting the window to 0 disables it entirely and allows unlimited returns.

When a customer looks up an order outside the window, eligible items show as blocked with a Return window expired message.

Adding Return Reasons

Customers must pick a reason for each item they return. In Settings, you control the list of reasons shown in the portal.

ShipBob Returns includes a standard set of reasons, such as:

  • Looks different to image on site
  • Arrived too late
  • Doesn’t suit me
  • Item damaged
  • Others

You can:

  • Add your own reasons
  • Remove reasons that do not apply to your business
  • Drag to reorder reasons so they appear in the portal the way you want
  • Mark certain reasons as eligible for replacement so customers can choose Send me a replacement instead of a refund or exchange
  • Mark reasons that waive refund deductions, such as restocking or label fees, when the fault is yours

Return reasons also feed your automation rules. Every reason is available as a condition in Flows, so a reason like Parcel damaged on arrival can require photos and a manual review, while Doesn’t suit me can go straight through auto-approval.

Manual Review vs. Auto-Approval

Use auto-approve return labels when your return rules are straightforward and you want customers to move through the process without manual review.

Use manual review when you need to inspect customer responses first, such as:

  • Damaged-item claims
  • High-value products
  • Items with condition questions or photos attached
  • Exceptions to your normal return policy

Examples:

  • A 30-day return window is a common default for standard apparel.
  • If an item is marked damaged, you may want to route it to manual review even if standard returns are auto-approved.