Return Labels
Return labels let buyers ship approved items back to the configured destination. Labels are usually created after a return request is approved and the required shipping details are available.
Before creating a label
Confirm the following information before a label is created or sent to the buyer:
- The return request is approved.
- The return destination is correct.
- The buyer shipping address is complete.
- Package details are reasonable for the returned item.
- The merchant wallet has enough balance.
- The selected shipping service is available for the route.
If any of these items are incomplete, fix them before trying to create the label again.
Label lifecycle
| Stage | What it means |
|---|---|
| Ready to create | The return is approved and waiting for a label step. |
| Created | A prepaid label is available for the buyer. |
| Sent to buyer | The buyer can access the label or shipping instructions. |
| In transit | Tracking shows the parcel moving toward the return destination. |
| Delivered | The carrier reports delivery to the return destination. |
| Voided | The label was canceled before use when voiding was available. |
| Failed | The label could not be created or updated. |
Use the label status together with tracking details. A label can exist before the buyer has handed the parcel to the carrier.
Tracking
After a label is created, tracking information lets your team and the buyer follow the return parcel. Tracking may not show movement immediately. Carriers usually begin updating tracking after the parcel is accepted or scanned.
If tracking does not move, check whether the buyer has shipped the parcel. If the buyer says the parcel was shipped, wait for normal carrier scan timing before escalating unless the return is urgent.
Common label creation problems
Low wallet balance: Add funds to the wallet, then try the label step again.
Incomplete buyer address: Confirm the buyer name, street address, city, state or region, postal code, and country.
Invalid destination address: Review the warehouse or return destination in settings.
Package detail problem: Confirm the package weight and dimensions are realistic for the returned item.
Carrier unavailable: Choose another available service if your workflow allows it, or contact support with the return reference.
Voiding labels
Void a label only when the buyer should not use it and the carrier still allows cancellation. A label may not be voidable after it has been used, scanned, or moved too far in the carrier process.
When a label is voided before use, the wallet impact should appear in billing activity after processing is complete. Timing can depend on carrier and billing processing.
Support information to include
For label issues, send support:
- Return reference.
- Shopify order reference when available.
- Buyer email.
- Label status.
- Tracking number when available.
- Screenshot or short description of the error shown in the dashboard.