This guide is for requests that have already been submitted using the digital return form and the request is now in the "Request submitted" stage.
Some shipping carriers, such as DHL and UPS, require all products to have a weight greater than 0.
If a product has no weight, Returbo cannot generate a return shipping label and the request will be in the "Request submitted stage".
This article explains:
Why product weight is required
How to add weight in Shopify
What to do if a return already failed due to missing weight
How to fix the issue directly in Returbo
When should this article be used?
This article is relevant if you:
The request has been submitted using the digital return form
The request is in the "Request submitted" stage in the Returbo app
See that a return label is not generated
Use DHL, UPS, or similar carriers
Have products with missing or zero weight
Need to fix a return that already failed to generate a shipping slip
Why product weight is required
Certain carriers require product weight to calculate:
Shipping cost
Available shipping methods
Customs and carrier rules
If a product has no weight:
Returbo cannot create a return label
The return will stop until weight is added
Video explaining how to add weight in the Returbo app.
How to add weight to your products in Shopify?
Add a weight to one product
From the home page, go to Products on the top left menu.
2. Click the product you want to edit
If the item has no variants
If the item has no variants, scroll down to Shipping and add the weight.
2. Click on Save up on the right corner.
If the item has several variants, bulk edit
If the order has several variants, select all the variants and then click on Bulk edit.
2. Up in the right corner, click on Columns and scroll down to Weight
3. Add the productsâ weight
4. Click on Save in the right up corner
Add weight to multiple products
Go to Products
Click on Bulk edit
3. Up in the right corner, click on Columns and scroll down to Weight
4. Add the productsâ weight
5. Click on Save in the right up corner
Received a âNot able to generate the return shipping slip for order XXXâ email?
Have you received the email below? Then it may be because the item didn't have a weight. See the email to check the specific reason as to why we couldn't generate a shipping label.
When we cannot generate a shipping label for a certain order, we send out an email from no-reply@returbo.io to the email address you have added in Returbo. The email states why we were not able to generate a shipping slip. It could be that you have no active shipping carriers, the item is missing weight, there is no HS code for the item, there is an issue with the address etc.
How to change the email address Returbo contacts you on
Go to the Returbo app
Navigate to Settings â Account settings
Scroll to Contact information
Update the email address
How to add weight to products you have already sent?
If a return already failed due to missing weight, you can fix it directly in Returbo.
Go to the Returbo app
Open the order that failed
You will see a yellow information box
Click Edit weight
Enter the product weight
â Note: Weight is always entered in gramsClick Update
When the information is correct:
The yellow box turns green
You can now manually generate the return label