# Product update: How to manage eCommerce returns Learn how to manage eCommerce returns to save your team time and provide better customer experiences. Offer self-service options and streamline the process. Canonical URL: https://starshipit.com/blog-content/product-update-how-to-manage-ecommerce-returns **Summary:**_ This Starshipit update highlights Why it’s important to manage eCommerce returns, Automated return notifications (Email and SMS) and Set up your account to charge for returns for teams using the platform. Review the changes to see which settings, carrier updates or workflow improvements can help your account reduce manual work and improve dispatch accuracy._ Today we're announcing [Branded Returns](/branded-returns), which gives you an all-in-one, customer-facing solution to manage eCommerce returns for your business. You can’t avoid returns. In fact, one study found that returns have now risen to nearly [17%](https://nrf.com/media-center/press-releases/retail-returns-increased-761-billion-2021-result-overall-sales-growth) of all orders. But, you do have control over how you handle returns, and how much of an impact they have on your business (and your team). Branded Returns is available to all Starshipit customers and is packed with useful features. You can create a self-service returns portal, customise your returns email and SMS notifications, use shipping rules to create clever automations, manage return charges and so much more. With Branded Returns, you’ll spend less time managing returns and your customers will be happier knowing they can easily return an item within minutes right from your website. In this article, we’ll explain everything you need to know about Branded Returns so you can hit the ground running. But first... ### Why it’s important to manage eCommerce returns - **Improve customer satisfaction –** Returns play a significant role in customer satisfaction. By offering hassle-free returns, you can build trust and loyalty with your customers, which leads to repeat business. Shopify found that [92%](https://www.shopify.com/nz/blog/returns-management#:~:text=Build%20customer%20loyalty%3A%2092%25%20of,come%20back%20for%20another%20purchase.) of customers are more likely to buy from you again if the returns process is smooth. - **Increase sales – **Flexible returns policies can give you a competitive edge. Customers are more likely to choose a retailer that has a good return policy compared to one that does not, with one study from Pitney Bowes finding that [54%](https://chainstoreage.com/survey-return-policy-influences-purchase-decisions) of shoppers are unlikely to buy a product if the retailer has an unclear or poor return policy. - **Cost management –** Managing returns can be expensive for retailers, and it is important to have a clear understanding of the costs associated with the process – and solutions in place. Tools to help you automate and streamline the returns process free you up to focus on running your business. ### What is Branded Returns? With Branded Returns, you can create a customer-facing returns portal and embed it directly on your website. From here, your customers can initiate their own returns and generate a return label. In other words, that’s one less phone call or email for your support team. But this is just the start: You can also customise automated returns notifications (email and SMS) and create smart shipping rules to add logic to your returns processes, giving you even more control and time-savings. Let’s explore these features in more detail. #### Automated return notifications (Email and SMS) [Keep your customers informed](/blog-content/what-is-a-branded-tracking-page) at every step of the returns process with SMS and email notifications. You can customise the look of notifications and which notifications send – and when. You can send and receive notifications when return pickups are submitted, when the parcels get picked up, when you receive the returns and more. #### Set up your account to charge for returns Display multiple return payment options and set return charges for each option. For example, store credit, refund via original payment method and exchange. #### Customise returns to fit your brand You’ve got full control over the look and feel of your returns. Add your branding, colours, logos, content and links to your returns portal and notifications to give your customers a consistent experience. #### Flexible returns options Give your customers returns options that work for them. Let customers drop off their returns or allow them to self-service and arrange their own pick-ups – all through your returns portal. Best of all, returns work with both domestic and [international orders](/blog-content/growing-your-ecommerce-business-with-international-shipping). #### Mirror and apply your current returns policy with rules Configure the returns portal to reflect what’s in your returns policy using rules and automation. For example, create a rule to reject returns for specific types of products (like underwear and earrings). #### Streamline your returns with tags Easily communicate information to your team by adding custom labels to your orders with tags. Tags make it easier to identify important details about different orders in the orders grid. ### FAQs: Returns, return labels and more Got more questions about eCommerce returns? Check out some of our frequently asked questions. ### What’s the best way to manage eCommerce returns? How you handle eCommerce returns depends on the volume of returns you process each month. If you only process a small number (less than 10), you might find it easiest to simply generate labels manually from within Starshipit. If you handle a larger volume, you may want to let customers self-service so you can save time (using the branded returns portal). ### How do I create return labels? You can create return labels manually from the orders screen in Starshipit, print return labels from existing orders, create return labels with outgoing shipments or allow customers to generate their own return labels using the branded returns portal. ### Why do customers return products? The reasons customers return products are varied. They may choose to return a product because it’s the wrong size, it’s damaged or it simply doesn’t meet their expectations. ### How do I get Branded Returns? Adding all of the returns features we've covered above is easy – they're included as part of our returns add-on. From the Starshipit dashboard, simply: - Click the **account name drop-down** in the top right corner of the dashboard. - Click **Manage account**. - Scroll down to **Manage Add-ons**. - Click the check box next to **Advanced Returns**. - Click **Save**. The new returns features will now be enabled in your Starshipit account. Learn more about setting them up here: [Set up Branded Returns Portal](https://support.starshipit.com/hc/en-us/articles/4414146875279) ### Try Branded Returns today and transform your eCommerce returns experience Getting started with Branded Returns is easy. Once you've added the returns add-on to your Starshipit account, you’ll find all the returns settings on one new page. From here, you can create your new returns portal, embed it on your website and customise your branding. Then, you can tweak your returns notifications, add your returns policy and more. [Get in touch](/contact-us) with us to learn more about how you can make returns one of your brand’s high points! ## Ready to start automating?