Return reason not showing on dashboard

Hey everyone,

When creating a return using this method: Returns – Developer Resources | ShipHero, we send a ‘general’ return reason, as well as a return reason per item.

However, what is shown on the ShipHero dashboard is only the general reason, but not the real, per-item one.

Here is an example of what we send in the API call:
[Nest] 41 - 04/24/2023, 5:16:43 AM VERBOSE [HttpModule] AXIOS REQUEST: {
“_log”: “1682313403094_15650493181784086”,
“method”: “post”,
“url”: “”,
“body”: “{"query":"mutation {\n return_create(\n data: {\n order_id: \"T3JkZXI6MzQ0NDQxNTQ1\"\n warehouse_id: \"V2FyZWhvdXNlOjIyNjM=\"\n return_reason: \"Return by ReturnGO\"\n label_type: FREE\n label_cost: \"0.00\"\n display_issue_refund: true\n address: {\n name: \"Chase French\"\n address1: \"31499 Hilltop Road\"\n address2: \"N/A\"\n city: \"Golden\" \n state: \"CO\"\n country: \"US\"\n zip: \"80403\"\n phone: \"+13038180932\"\n }\n dimensions: {\n height: \"\"\n width: \"\"\n length: \"\"\n weight: \"\"\n }\n shipping_carrier: \"\"\n shipping_method: \"\"\n line_items: [{sku:\"2heatedinsoleL-jay\"quantity:1return_reason:\"Does not fit\"}]\n tracking_number: \"\"\n create_label: false\n partner_id: \"5171638370537\"\n }\n ) {\n request_id\n complexity\n return {\n id\n legacy_id\n }\n }\n }\n "}”

What might be the reason for this and does anyone have an idea on how to handle this?


Hey @Mike1,

Thanks for reaching out and welcome to our Developer Community!

We connected about this issue via a ZenDesk ticket, and this issue is currently escalated to our Engineering Team. I’ll update you in that thread when there are updates to share.

Of course, any of our Community members are welcome to join this thread or share their own experiences with this issue!

Please let me know if there’s anything I can do to assist in the meantime.