On this page
A return label is a prepaid label for sending something back. Create one with a shipment or later, then follow it on the Returns screen until it arrives.
With the shipment
- On Quick Ship or Power Ship, turn on Include a return label.
- Under Return travels on, keep the cheapest ground service it starts on, or choose a faster one.
- Choose Create Shipment. The return label is created with the outbound label and travels in the box.
Some package types always include a return label. The switch is then already on, with a line saying why.
After the package has shipped
- Open the shipment from Operations, History.
- Choose More actions, then Create a return label.
- Check the details. Under What does the return travel on?, keep the ground service or choose a faster one.
- Choose Create a return label.
A return cannot be made from a shipment that is itself a return, or that was voided or denied.
What to know
- A return label never requires a signature, on any carrier.
- If the return cannot travel on the service chosen for it, Create Shipment stops and says so before anything is created. Choose another service under Return travels on, or turn off Include a return label.
- The outbound shipment and its return stay linked. The Return labels card on the original shipment shows whether it came back.
Did it come back? The Returns screen
Open the Operations menu and choose Returns. It lists every return label your organization has out, and every one received in the last 90 days.
| State | What it means |
|---|---|
| Issued | The label exists and the carrier has not scanned it. The sender still has the box. |
| In transit | The carrier has scanned it on its way back. |
| Delivered, not received | The carrier delivered it, and your mailroom has not logged it yet. Without a mailroom it reads Delivered, and that counts as back. |
| Received | Someone here has it: the mailroom logged it, or a person marked it received. |
A return is Missing when it was issued more than 14 days ago and the carrier has never scanned it. With a mailroom, a return delivered more than 14 days ago that was never logged is missing too. Administrators can change the 14 days under Settings, Return labels, Count a return as missing after (days). The Dashboard links to missing returns.
Mark a return received yourself
If a return reached you without going through a mailroom:
- On the Returns screen, open the row's More menu and choose Mark received.
- Under How do you know it arrived?, say how, for example "handed to me at the front desk".
- Choose Mark received.
The reason is required and is kept with your name and the time. The person who made the label or the original shipment, or a manager, can mark it.
Still stuck?
Tell us what you tried and we will take it from there. We will know which article you were reading.