How does Proforma work?
This article explains how proforma invoices work in Returbo, why they sometimes fail, and how to fix the most common issues related to tracking, carriers, HS codes, and company information when handling international returns.
When should this article be used?
This article is relevant when you:
Don’t see a proforma invoice being generated
Have returns stuck in customs
See that a return becomes manual in Returbo
Are missing tracking, carrier, HS codes, or product weight
Have questions about VAT, EORI, VOEC, or company details
Handle international returns (especially outside the EU)
Proforma checklist (before troubleshooting)
For a proforma invoice to work correctly, make sure that:
The order has a tracking number
A shipping carrier is selected
Products have HS codes
Products have weight
Required company information is filled in (depends on country)
If any of these are missing, the proforma cannot be auto-generated.
General information about proformas
What is a Proforma Invoice?
A Proforma Invoice is a key document for international shipping, providing detailed information about the goods being transported. It outlines all relevant details of the trade transaction, including:
Shipper/exporter and receiver/importer names, addresses, and contact information
Identification number (if applicable)
Description of goods
Harmonized System (HS) Code, ideally the full Tariff Classification Code
Country of origin
Declared value and currency
Weight and quantity
Incoterms
Reason for export
Customs agents use this information to prepare the Customs Declaration, which helps authorities determine whether the goods are safe, legal, and compliant for import or export. It also allows customs to calculate any applicable duties and taxes.
How to ensure that the proformas work?
When using proforma invoices, it's essential to return the item with the same carrier you used to send it.
For example, if you shipped an item from Sweden to the U.S. via DHL Express, the return should also be made through DHL Express. This is important because the carrier uses the tracking number to access the customs documentation, meaning you won’t need to attach it again. Additionally, some carriers—like DHL Freight—require that both the outbound and return shipments be made with them for the process to function correctly, especially in countries like Norway.
💡Use the same carrier for outbound and inbound shipments
How to add the tracking and carrier to your orders in Shopify?
If you have a 3PL or use a shipping label generator they often add this information automatically when they fulfill your order. This is how you add the information yourself in Shopify.
Go to your Shopify store and go to Orders
Click on the specific order for which you want to add tracking information.
Add Tracking Information
On an unfulfilled order
Click on the unfulfilled order and then click on Fulfill item
2. Add tracking number and shipping carrier.
From the drop-down menu, select the carrier you used (e.g., USPS, UPS, FedEx, DHL, etc.).
If the carrier isn't listed, you can choose "Other" and manually enter the carrier details.
3. Click on Fulfill item
On a fulfilled order
Scroll down to the "Timeline" section or the "Fulfillment" section of the order.
Click "Add tracking" or "Add tracking information" (depending on your Shopify version).
3. Enter Tracking Number.
A box will appear where you can enter the tracking number provided by your carrier.
4. Select Shipping carrier.
From the drop-down menu, select the carrier you used (e.g., USPS, UPS, FedEx, DHL, etc.).
If the carrier isn't listed, you can choose "Other" and manually enter the carrier details.
5. Save the Changes
Don't forget to save your changes. The tracking number will now be visible in the order details.
You can now see the tracking number and the carrier in the order:
What happens if shipping information is not filled in?
What are HS codes?
HS codes (short for Harmonized System codes) are internationally standardized numbers used to classify traded products. They’re essential for customs declarations, tariffs, and international shipping.
What do HS Codes do?
They tell customs officials:
What the product is
What duties or taxes apply
Whether any restrictions or licenses are needed
HS Codes format
They are usually 6 digits but can be extended up to 10 or more by individual countries. They are structured as following:
First 2 digits: Product chapter (general category)
Next 2 digits: Product heading (subcategory)
Next 2 digits: Product subheading (more detail)
How to find the HS codes of your products
Here are some websites that you can use to find the HS codes.
How to add HS Codes in Shopify to your items
Here is a guide from Shopify on how to add HS codes to your items.
Autogenerate your proforma with Returbo
Returbo can auto generate proformas for all merchants on the PRO price plan. This means that you don’t have to do anything, we will fill out all the necessary information on the proforma. You only have to make sure that:
Items have a HS code
Items have a weight
All orders have tracking and shipping information
If your item doesn't have a weight, we have a fail safe system in place, read more about it here:
If your items/order doesn’t have a tracking number, carrier, or a HS code, you can also add that afterwards in Returbo. This means that the order will become manual, i.e. you have to add the information in the admin panel in Returbo and then we will automatically generate this for you.
This is how this will look in the admin panel:
The following carriers offer paperless proforma, that means you do not have to print the proforma.
UPS
DHL Express
The following carriers offer proforma but you customers will have to print 3 copies of the invoice:
Bring
DHL Freight
How to add your company information in Returbo
As mentioned above, some company information is needed for the order to pass through customers. To add the company information go to Settings → Account settings and scroll down to Company details.
This information is not relevant to all countries as some don’t have this information.
Organization number
VAT number
EORI number
VOEC number
What is an organization number?
An organization number is a unique identification number assigned to a business or legal entity by a government authority. It’s like a social security number for companies — used for official records, taxes, contracts, and legal dealings.
What is it used for?
Registering a company with public authorities.
Tax purposes (sometimes linked with VAT).
Invoicing and business documents.
Signing contracts, opening bank accounts, etc.
Not all countries has this and it varies by country:
Here’s how it works in a few places:
Norway:
Called an Organisasjonsnummer.
9 digits, issued by the Brønnøysund Register Centre.
Example: 123 456 789
If the company is VAT registered, “MVA” is added: 123 456 789 MVA.
Sweden:
Also called an organisationsnummer.
Format is similar to a personal number, but with different rules.
UK:
There’s no single “organization number,” but companies get a Company Registration Number (CRN) when they register with Companies House.
EU countries:
Each country has its own version, often tied to the VAT number, business registry, or tax authority.
What is a VAT number?
A VAT number (short for Value Added Tax number) is a unique identifier that businesses use when dealing with VAT-related transactions. It's used primarily in countries that have a VAT system, like those in the European Union (EU), the UK, Norway, and many others.
Who needs one?
You need a VAT number if you:
Are a business selling goods or services and meet the local VAT registration threshold.
Trade across borders, especially within the EU or with countries like Norway and the UK.
Want to reclaim VAT paid on business expenses.
What is an EORI number?
An EORI number stands for Economic Operators Registration and Identification number. It’s used in the European Union (EU) and United Kingdom (UK) to identify businesses and individuals involved in customs activities, like importing or exporting goods.
What is it used for?
To track and manage customs declarations.
To interact with customs authorities in the EU or UK.
Required for importing or exporting goods outside of the EU or UK.
Where is it used?
EU EORI: Required for businesses trading with countries outside the EU.
UK EORI: Since Brexit, UK businesses need a UK EORI number to trade with the EU.
Format
EU EORI: Usually starts with a country code + a VAT number or other ID.
Example: DE123456789000 (Germany)
UK EORI: Starts with GB + the company’s VAT number (usually).
Example: GB123456789000
What is a VOEC number?
A VOEC number refers to a VAT On E-Commerce (VOEC) identification number used in Norway. It's part of a system introduced by the Norwegian Tax Administration to simplify the collection of VAT (Value Added Tax) on low-value goods sold by foreign online sellers to Norwegian consumers.
VOEC Scheme: Stands for VAT On E-Commerce.
Purpose: To make it easier for foreign sellers to comply with Norwegian VAT rules when selling to consumers in Norway.
VOEC Number: A unique ID issued to companies registered under this scheme.
Who needs it?
Foreign online retailers, marketplaces, or platforms that sell goods worth under NOK 3,000 (about USD 280) per item to customers in Norway.
Also used for certain digital services (like software, ebooks, etc.).
Why it matters:
If a company has a VOEC number, it collects and pays Norwegian VAT directly.
This means customers don't have to pay import VAT or customs duties when the package arrives.
Summary
If a proforma invoice is not generated, it’s almost always due to missing information:
Tracking
Carrier
HS codes
Weight
Company details
Once this information is complete, Returbo can handle the rest automatically.