In the Shipping & payments tab, you can customise which carrier services are available to your customers and how you’d like to charge for return labels. Each carrier service can be turned on or off individually and has its own return label price. You can choose to charge customers for labels upfront, deduct the cost from their refund, or offer free returns.
Video Instruction
Returns - 9 July 2025 - Watch Video
Step-by-Step Guide:
Step 1 – How to navigate to the Shipping & payments tab in the configuration section.
The first step is to log into your At last dashboard and click the configuration tab on the bottom right side of your screen.
Next, locate and click on your returns portal in the configuration menu.
Note: If you have multiple returns portals, you will be able to see all of your different return portals listed here.
Then, click on the Shipping & payments tab.
In this tab, there are three sections: Customer payments, Carrier services
and Additional shipping options.
Step 2 - How to make changes to the Customer payments section.
To make any changes, please click edit.
In this section, you will be able to choose if you would like to "Charge customers for returns", which you will be able to toggle between "Yes" and "No (Free)"
If selecting "Yes" you will be given the option to select a "Payment type" from the drop-down menu.
Then choose how you'd like to handle return shipping fees: Deduct from Refund or Upfront Payment.
Upfront Payment: A paywall will be shown in the return portal. Customers will need to enter their payment details and pay the return fee before submitting their return.
Deduct from Refund: No payment is required during the return process. Customers will see the expected refund amount with the return fee already deducted in the returns portal. Your team will then be responsible for separately processing the refund accordingly.
Once you've chosen how you would like to charge your customers for returns its time to choose how much you would to charge customers for returns.
Please note: If you click "Edit" and confirm that you'd like to charge for returns, but do not have a price assigned to any carrier services, the system will automatically change the Payment type to "Free"
When saving a payment method, you must also assign at least one price to a carrier service. Read step 3 of this article to learn how to set a price for carrier services.
Step 3 - How to make changes to the Carrier Services section.
Understanding the Carrier Services Table
In this section, you’ll see a table where you can manage and customise the carrier services you offer to customers. The table includes the following columns:
Domestic Services / International Services: Lists the available carrier services, including the name, logo, and maximum parcel weight and dimensions. These are the services your customers will see at checkout or during returns.
Customer Charge (inc. VAT): Set the price customers will be charged for using each return service. This is inclusive of VAT and can be edited directly.
Country: Indicates which country the service is available in, shown by a country code and flag.
Method: Shows how the return will be processed, either Drop off or Collection, depending on what the carrier offers.
Enabled: Use the toggle switch to turn each service on or off. Only enabled services will be visible to your customers.
To make any changes to the Carrier Services table, please click edit.
You will be able to adjust the label cost by clicking on and editing the amount in the Customer Charge (inc. VAT) field.
You can enable or disable specific carrier services by toggling them on or off, giving you control over which options are displayed to customers in the returns portal.
Example: In this image,
DPD Parcel Drop Off is priced at £5.00 and is toggled on, meaning it is active and visible to customers in the returns portal.
Yodel Collect Plus Returns is priced at £0.00 and is toggled off, meaning it is disabled and will not be shown to customers in the returns portal.
Royal Mail Return Collection is set to £7.00 and is toggled on, so it is enabled and available to customers.
Royal Mail Return 48 is priced at £5.00 and is enabled, allowing customers to select it as a drop-off return option.
Evri Home Collection is set to £7.00 and is also enabled, providing a collection option for customers.
Evri Parcelshop Returns 48 is priced at £5.00 and is enabled, making it available in the returns portal as a drop-off option.
InPost 24/7 InPost Returns is priced at £0.00 and is toggled off, so it is disabled and not visible to customers in the returns experience.
If you have international carriers available, they will appear below your domestic UK options as you scroll down.
You can identify the supported countries by checking the Country column, which displays both the initials and the flag.
Once youve finished editing your Carrier services table, scroll up and click save to save your changes.
After saving, a light lavender banner reading “Configuration saved” will appear, confirming that your changes have been applied.
Step 3 - How to make changes to the Additional shipping options section.
This section allows you to choose what Identifier on shipment label/Customer reference is displayed on the printable shipping label.
By default, At Last automatically assigns a unique What3Words-style ID to every return created through the returns portal. You can use this as your customer reference.
Alternatively, you can choose to display your Order Number from the return details instead.
To update this setting, click Edit.
Select the identifier you'd like to display on the shipment label (either the auto-generated ID or the Order Number).
Then click Save to apply your changes.
A confirmation banner reading “Configuration saved” will appear once your changes have been applied.
What does it look like when I choose to use the Order as the Identifier on shipment label/Customer reference?
In this example, the order field has been populated with "Customer reference Test 3". In most cases, this would be a sequence of numbers or letters.
This is what the customer reference/order number looks like on a label.
This is what the customer reference/order number looks like on the dashboard through the returns page.
This is what the customer reference/order number looks like on the dashboard through the individual return view page.
What does it look like when I choose to use the Return name (default) as the identifier on the Identifier on shipment label/Customer reference?
In this example, the At Last-generated What-Three-Words style "Return name" is used as the return identifier.
This is what the return name looks like on a label.
This is what the customer return name looks like on the dashboard through the returns page.
This is what the return name looks like on the dashboard through the individual return view page.
