This article answers frequently asked questions about the various ways automation plays into the creation, selection and use of shipping labels.

Table of contents

  1. Label Creation

  2. Auto-selection of Labels

  3. Label Cost: parcel size & parcel weight

  4. Label Expiration

  5. Scanned-based Shipping Labels

  6. Shipping Type Association

  7. Externally Created Shipping labels

  8. Insuring Packages

  9. Missing or Stolen Packages

While ReturnLogic offers a shipping solution and ways to integrate, some questions regarding shipping labels are best directed to the label provider's support team. The ReturnLogic platform does not create or manage shipping labels or any aspect of the shipping process. to see an article about Shipping Resources, click here.


Label Creation

What causes a shipping label to be created?

  1. The creation of an RMA triggers shipping label generation, whether that be from Manual RMA Creation or from a shopper generating an RMA through the Return Center.

  2. If Manual Authorization is turned on in settings, the shipping label is still generated upon creation of the RMA. If the RMA is not yet Authorized, the shipping label information will not be automatically emailed to the customer. Once the RMA is moved to Authorized, the RMA Success email will be sent out to the customer with the label information.

  3. If Automatic Authorization is turned on in settings, the label information in the RMA Succes notification will be emailed to customers automatically.


Why do customers see fewer shipping options in the return center compared to the options I see when creating an RMA manually?

  1. Customers see fewer options in the return center because those options are purposefully more limited. When an RMA is generated this way, the most affordable shipping option will be auto-selected.

  2. Manual RMA Creation allows for retailers to offer special-situation shipping options to customers. For example, by using Manual RMA Creation, you can offer a customer free shipping when the customer would normally have to pay for shipping due to their return type or return reason. Depending on the details of the package such as size and weight, all the available shipping options will be presented as selectable options.


How can I generate a new label for the customer?

  1. Since authorization is the only action that triggers the generation of a label, there is no way to re-generate a new or updated label within the ReturnLogic platform.

  2. To learn how to create a label outside of the ReturnLogic platform, click here


What steps do I take if my customer needs a new RMA and a new shipping label?

Create a new RMA with correct information which will result in a new, correct label when authorized. In this instance, you would first need to delete the original RMA in order to create the new replacement RMA.


What happens if I need to change the return type (which will require a different kind of shipping label)?

Because a shipping label is created at the time that an RMA is created, the label will be created based on the information in the RMA at the time it is created. If the RMA is changed after the fact, the shipping label will not delete itself and create a new replacement shipping label according to the new RMA information. This means if you need to provide a totally new label, you can delete the inaccurate RMA and re-create it using manual RMA creation. To review an article about Manual RMA creation, click here.


Auto-selection of Labels

How is the shipping type associated with various labels?

The label that is auto-selected has to do with the way your settings are configured. You can set the shipping type association by return type or return reason.

Here is an article that explains how to configure shipping type association in your ReturnLogic account.


Why are the shipping label providers being auto-selected/ why are so many of the RMAs associated with USPS labels?

  • In the Return Center, it will default to the cheapest option when the customer is generating the RMA. Often USPS offers a more affordable label.

  • The ReturnLogic Shipping Solution utilizes USPS so if you are using our solution, you would expect to see all USPS labels.


ReturnLogic Shipping Solution

How are discounts automated for shipping labels?

The ReturnLogic Shipping Solution offers discounted shipping rates to customers. The discounted rate is automatically applied to the shipping cost you would see within the platform.


Label Cost: parcel size & weight

How does parcel size impact shipping labels?

When it comes to the dimensions of your parcel, you will want to make sure what you are saying is accurate otherwise, this can cause you to overpay for the label. Alternatively, if the label cost is too low for the parcel, you can run into shipping issues.

You can edit the average parcel size here in settings.

When it comes to parcel size, some carriers will need you to pay for special shipping labels and services especially if the item is particularly large and heavy. It's important to work with a label provider that can meet your business needs. for detailed information about which providers can accommodate what sorts of parcels, we recommend that you reach out to the provider directly.


How does the weight of the parcel impact shipping labels?

When it comes to the weight of your parcel, you will want to make sure your product weights are accurate otherwise, inaccuracies could cause you to overpay for the shipping label that is created based on the weight. Alternatively, if the label cost is too low for the parcel, you can run into shipping issues.

You can edit the weight of a product on the product page which is in Shopify. To learn more, check out the Shopify Help Center.


My customers are combining items from separate RMAs into the same parcel- is this okay?

  • No, this is not advisable. The best practice would be to have customers generate fewer RMAs or ideally, just one RMA per order.

  • We do not recommend allowing customers to do this, we recommend advising against this especially if the weight of any additional items is notable.

  • You can use customized text in the ReturnCenter and in emails sent to the customer to let customers know that they may disrupt the return process if they do not follow instructions.


What is the impact of customers combining items from separate RMAs into the same parcel?

  • When customers do this, it impacts the Collector/ inventory tracking/ inventory restocking aspects of ReturnLogic usability because scanning the return authorization barcode will not include all of the item information. If the item is not listed in the RMA, it will not be accounted for in the barcode.

  • Packing a box that is too heavy (compared to what the shipping label generated) (which was calculated according to the item weights within the RMA ) this can cause the post office to determine that not enough $ was spent on the label in order to ship a box with the weight of combined RMAs. This may cause the parcel to be returned to the sender and could result in a considerable delay.


My customers are sending items from multiple RMAs with just one box and one shipping label. How can I stop this customer behavior?

  • You can use customized text in the ReturnCenter and in emails sent to the customer to let customers know that they may disrupt the return process if they do not follow instructions.

  • You can tell customers that if they don't follow return instructions, their returns will not be processed properly

  • You can let customers know that if they need to make updates to an existing RMA, they can contact you to make those changes and if needed, receive a new and updated shipping label with the appropriate label price.

    Note: If you are providing free labels to customers, the price change of the label would only impact you as the retailer, not the customer.


Label Expiration

When does a shipping label expire?

For a specific answer, you'd want to look this up on the provider's website, these can vary by the provider- with some providers supplying labels that are valid and usable for approximately one year. The actual expiration of a label is not determined by ReturnLogic or any RetrunLogic settings, this is solely up to the label provider to determine. It is common for labels to expire after one year but that is not always the case.


Can I void or make a label expire if I don't want my customer to be able to use it?

For a specific answer, you'd want to look this up on the shipping provider's website, because voiding options can vary by provider. Click here for the Shipping Resources article.


Externally Created Shipping labels

Can I use another platform to create shipping labels for customers who have RMAs in RL?

Yes, if you already have a way to do this with a shipping provider you work with, that is always an option.

  1. You can do this via Shopify

  2. If you already have an account with a shipping provider

If you do create one outside of ReturnLogic,

  1. It would be smart to notate that in the comments section of the RMA.

  2. You will need to send the external label to the customer by email (RL will not do this automatically). If you decide to do this external to the ReturnLogic platform, you will need to track this externally as well.

Click here for an article about manual shipping label creation.


What if the customer was already sent a label by email and I need to send them a new one that I generate externally?

If the customer was originally sent a label email from ReturnLogic, be sure to communicate to them to use the new label you have generated instead. You will need to email the customer the new label and handle tracking outside of ReturnLogic.


When would it make sense to create a new label for a customer?

The creation of an RMA triggers the creation of a shipping label, if the RMA changes in a way that would impact the label, a new label will be needed to reflect those changes.

Examples of information that would impact this:

  1. The customer provides a new customer address or name.

  2. The customer originally wanted a refund or store credit but now wants to order new items (exchange/ warranty).

  3. The customer wants to return additional items that were not included in the original RMA.

  4. The customer wants to return additional items that significantly change the weight of the package.

  5. The customer no longer wants to return previously selected items, changing the weight of the package.

  6. The customer is opting for a different return type or reason that would alter the type of shipping label (such as free, customer, no shipping label, flat rate, etc.).


Scanned-based Shipping Labels

What is scan-based return shipping?

  1. Return shipping only: pay for what is scanned by the post office and not for any labels that never get utilized by shoppers.

  2. USPS is known for offering scan-based return shipping for returns. This is a common practice for some shipping providers that are US-based. It is always recommended to go to the provider's website to research this topic as it can impact how you are billed and pricing.

  3. With the ReturnLogic Shipping solution, you will only be charged for labels that are utilized by customers and are scanned. If a customer does not use the label and it is never scanned, there will not be a charge to the retailer.


How do I know if I am paying for scan-based return shipping?

  1. If you are using the ReturnLogic Shipping Solution, you're automatically getting this benefit via USPS.

  2. If you are working with another shipping provider, it's best to follow up with their support team if you have questions about how pricing and billing work.


Insuring Packages

What are my options for insuring packages sent to customers?

When it comes to insurance for packages, there can be a difference between outbound shipping and return shipping.

If you would like to insure return packages for some of your more valuable items, we recommend looking into shipping providers to explore coverage and pricing options. If you have workflow-related questions about how you can use insured shipping labels, please feel free to reach out to support.

FedEx

To see how FedEx approaches insuring packages, click here.

EasyPost

To learn more about EasyPost's Shipping Insurance, click here
To learn more about EasyPost's Money-Back Delivery Guarantee, click here


Missing or stolen packages

What return reason should customers use for packages that go missing?

  1. Some retailers use the warranty workflow to handle cases of missing or stolen packages. If you'd like to learn more about the advantages of using this return type, please feel free to reach out to your Customer Success Manager.

  2. In combination with using the warranty return type, some retailers use "missing or stolen" verbiage for customers to select as a secondary return reason to help track situations where customers do not receive their orders.

  3. Tracking information about customers and specific RMAs that result in customers not receiving their orders can be useful to retailers.


Have questions? We're here to help! Email us at support@returnlogic.com or use the live chat inside the platform with any questions. Enjoy!

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