Returns Processing

At Ship Essential, we aim to make returns as seamless as possible for your team and your customers. Below is everything you need to know about getting set up and how we handle returns once they arrive at our warehouse.

Please do not begin sending returns to our warehouse until onboarding is complete.

We need to:

• Finish onboarding and integrate your returns platform (e.g., Loop).

• Test and confirm the integration between your returns platform and ShipHero.

If your brand does not use a returns platform or cannot integrate one:

• You’ll need to manually create RMAs in ShipHero. See our step-by-step guide here.

• Our returns team does not create RMAs.

• If needed, your Account Manager may assist, time permitting, at $1 per RMA.

Each brand is asked to provide a Returns Standard Operating Procedure (SOP). This should outline your brand’s standards for:

• Acceptable product condition

• Restocking preferences

• Handling of damaged items

• Any unique instructions

We’ll review your SOP together and confirm that our team can follow it consistently.

• Returns that arrive at the warehouse with a valid RMA in ShipHero are considered compliant.

• Compliant returns are processed within 48 business hours.

• Returns without an RMA in ShipHero are considered non-compliant.

• These will be placed in an “issues” location and will not be processed until an RMA is created.

• Our returns team does not proactively notify brands about missing RMAs.

• Account Managers may follow up, but this will delay processing.

👉 Our 48-hour SLA applies only to returns that arrive with valid RMAs.

Brands with a return rate of 40% or higher may experience longer processing times. Our Account Management team will work with you to define a separate SLA that reflects your return volume.

• Damaged items will be held for 30 days.

• After that, items will be either returned to your brand or disposed of, per your instructions.

• Please include clear guidance for damaged inventory in your Returns SOP.

RTS packages usually arrive without RMAs and can create operational backlogs.

To avoid this:

• The Returns team will issue an RMA to return the items to stock. RTS RMA generation fee is $1.00 per RMA in addition to your return processing fee.

• We do not notify brands when RTS packages arrive.

• We do not re-ship RTS packages. If you’d like to ship the item again, please create a new order in ShipHero.

💡 We are unable to guarantee that inventory from RTS packages will be allocated to specific orders.

Your Account Manager is here to support you. If you have questions about how your returns process is working or need help updating your SOP, just reach out — we’re happy to help.