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What is ShipHero?

ShipHero WMS is a fully featured warehouse management system designed for direct-to-consumer (DTC) brands and 3PL providers running their own warehouse and shipping operations. It provides comprehensive inventory management, order fulfillment, and shipping capabilities. Primary Purpose: ShipHero delivers complete warehouse management for brands and 3PLs managing their own warehouses, enabling real-time inventory tracking, efficient order processing, and seamless returns management.

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What Does the Integration Do?

When a customer initiates a return through Redo, the system automatically creates an RMA (Return Merchandise Authorization) in ShipHero, notifying the warehouse that items are being returned. This ensures your warehouse is prepared to receive and process returned items efficiently. Products are mapped using SKUs, returns are linked to original orders, and tracking information is sent to the warehouse. Return reasons are transmitted to help warehouse staff understand why items were returned, enabling better decision-making about restocking or inspection.

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How to Set It Up

Follow these steps to configure the ShipHero integration with Redo.

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Prerequisites

Before you begin, ensure you have:
You must have an active account with ShipHero.
You need a ShipHero refresh token to connect the integration. Follow ShipHero’s documentation to obtain a GraphQL API access token.
You need administrative access to your Redo merchant dashboard to configure integrations.

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Configuration Steps

1

Obtain ShipHero Refresh Token

Follow ShipHero’s documentation to obtain a GraphQL API access refresh token. Copy this token as you’ll need it in the next step.
When creating your ShipHero API access token, use an email address that is unique and not already taken in ShipHero. This ensures the third-party user account is created successfully. Only the refresh token itself is passed to Redo, not the email.
2

Navigate to Integrations

Go to Settings > General > Integrations in your Redo dashboard and locate the ShipHero card.
3

Connect ShipHero

Click Connect on the ShipHero integration card.
4

Enter Connection Details

In the configuration form, provide:
  • Refresh Token (required): Paste your ShipHero refresh token
  • Customer Account ID (optional): Only required if using an access token from a child account
5

Complete Setup

Click Save to complete the setup.
6

Test the Integration

Create a test return, generate a shipping label, and verify the RMA appears in ShipHero with correct order details, products, and tracking information.

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How Long Does It Take?

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Setup Timeline

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Operational Timing

1

RMA Creation

Real-time (1-3 seconds) after return is processed and shipping label is generated.
2

Return Status Updates

Automatic via webhook. ShipHero sends return status changes to Redo as warehouse staff receive and process the return.
3

Warehouse Processing

Varies by warehouse SLA, typically 1-3 business days from when items arrive at the facility.

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Settings

Open the ShipHero integration and click Manage to change these at any time.

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Return status handling

These control what Redo does when ShipHero reports a status on the RMA.
  • Processable Statuses: Statuses that tell Redo to process the return. Defaults to Complete and Warehouse Complete; leave both unselected to turn off automatic processing.
  • Trust RMA status only: Process all items as soon as ShipHero marks the RMA complete, without checking per-item received quantities. Use this if your warehouse doesn’t report received counts.
  • ShipHero statuses that mean rejected: Free-text statuses that mark the return rejected in Redo.
  • ShipHero statuses that flag for manual processing: Free-text statuses that hold the return for your team to review instead of processing it.
Status matching is case-insensitive, and a given status can only appear in one of these three lists.

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Status updates sent back to ShipHero

  • Update status on rejection: Set a custom status on the ShipHero RMA when a return is rejected in Redo.
  • Update status on reset: Set a custom status on the ShipHero RMA when a return is reset.

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Troubleshooting

When obtaining a ShipHero API access token, you may see an error stating that the email address is already taken.Fix: Use an email address that is unique and not already registered in ShipHero. The email is not passed to Redo — only the refresh token matters. Once you have the token, enter it in the Redo integration form and complete setup as normal.

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Support

For issues with the Redo integration configuration, return processing, or data synchronization, contact support@getredo.com. For issues with ShipHero access, API credentials, or warehouse operations, contact your ShipHero account manager or support team.