We’re introducing an update to how returns are processed in the system, designed to make return issues more transparent and easier to resolve.
What’s Changing?
Starting Monday, the 30th of June, 2025, when you create a return from the admin panel:
The system will immediately attempt to generate all required return components:
Return label
QR code
Collection request (if applicable)
If any part of the return fails, you’ll now see an error message right away.
Example: The most common reason for failure is an incorrect customer address and home collection problem.
What This Means for You
You may encounter more return-related errors when using the 'Create Return' button if shipment or address details are incomplete or incorrect.
Here’s what you can do:
You’ll now be able to edit return shipment details as soon as an error appears, helping you resolve issues more quickly.
If you see an error message, double-check the customer’s address information for accuracy. You can edit the address directly in the form.
If you encounter repeated errors when trying to book a home collection, it’s likely that the carrier does not support the customer’s address. In this case, you might want to advise the customer to use drop-off labels instead.
Need Help?
If you're unsure how to resolve an error or need assistance, contact our support team here.