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3PL & Warehouse Integration FAQ

Can Route integrate to Webhooks?

Yes.

Route partners may consume Outbound Webhook events to see when a return is created and updated (see this doc for the Webhook details).

We do not support a general API for Inbound Webhook events (e.g., for partners to close returns, update warehouse statuses, etc.), but can create custom integrations as needed.

Do you have a system flow diagram representing the return process from the end customer initiation to completion?

No, but we are working on this.

Which party will create the return shipping label?

When the Return is approved by the Merchant, Route will create the Return Shipping Label and send it to the customer. Route will either use its own carrier accounts or the carrier accounts provided by the Merchant/3PL (whichever account gets the best rates).

What information can be included on the shipping label (e.g., can Route add RMA #, Transaction #, etc.)?

Route supports several ways to customize your return shipping labels:

Reference Numbers

  • Order number and quantity (e.g., "#1001 (2)")
  • Return reason codes for defective items (D), wrong items (WI), or items not as described (NAD)
  • RMA numbers
  • Product SKUs

Address Display Options

  • Standard format with full names
  • EcoDrop format with first name and last initial
  • Optional shop name inclusion

Reference Placement

  • No references
  • References on sender address only
  • References on recipient address only
  • References on both addresses
  • Replace sender name with reference number

These options can be configured through your shipping zone settings or general shipping policy. Contact your account manager to adjust these settings for your needs.

At what point in the flow is the return label created for the end customer?

As soon as the Merchant approves the Return.

Are there other ways an end customer can send the return back?

Yes, Route supports multiple return methods:

  • Standard Mail-In Returns (Customer prints and ships the return label)
  • Return Hub Drop-Offs (Customers drop off items at a designated hub, which then consolidates shipments to the warehouse, e.g., HappyReturns or ReturnBear)
  • Carrier Pickups (For select integrations, customers can schedule home pickups)

Do you have endpoints available that would process or flag returns on your system?

No, but we are working on this.

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