At times, you may encounter issues with a return processing correctly. Here, we will break down several common problems and how to resolve them.
Return window override scenarios and label generation failures are also frequent challenges encountered by users, particularly when system limitations or missing details affect successful return processing.
How to delete and reprocess a return
Take a screenshot of the returns page to easily reference the returned items, including the reasons for the return, order number, and customer email address. Alternatively, you can document this information by writing it down or taking a picture with your phone.
Delete the return by selecting the "Delete" button in the bottom right corner. You can reprocess the return through the portal if everything is in order. If not, the returns page will still display an error message like the one you deleted.
If you are not already in the Returns section of your Shopify homepage, navigate to the left-hand column and select "Returns.”
In the top right-hand corner of the page, select Create RMA.
After selecting "Create," the returns portal pop-up will appear. Refer to the screenshot you took and enter the order number and the customer's email address. Depending on your settings, you may need to include a hashtag before the order number.
Select the item (or items) to return and their reasons for return. When you are done, select Continue.
On the next page, select the return shipping option. Once selected and confirmed, your customer will receive an email with their new shipping label and any required documents.
The Most Common Causes of a Return not Processing
Products missing HS and Country of Origin codes.
Incomplete or incorrect sender information.
Nonstandard return weight.4. Customs clearance issues may also prevent returns from processing, especially when critical documents like Tax ID or commercial invoices are incomplete or incorrect. This can lead to the return failing customs inspection.
Address recognition issues related to carriers may prevent accurate label generation, requiring carrier switching to resolve.
How to Solve the Most Common Issues with Returns
Luckily, the most commonly known issues with returns are easily resolved.While platform-side issues like missing codes or incorrect sender information are common, carrier-side challenges such as customs documentation errors or tracking-related problems also play a significant role.
Additionally, utilizing override functionality in Swap and switching carriers can provide solutions for processing returns beyond standard limits or resolving address issues.
Products missing HS and Country of Origin codes
This is a common reason why a label may fail to generate when a customer attempts to make a return through the portal. Check the order details if a return has not been processed or if a customer reports a failed attempt. Review the products listed for return and verify within Shopify if any of these products are missing the HS code or country of origin. Once these details are added, you can delete and reprocess the return using the previously mentioned steps. If you are unsure how to add these codes, follow these steps: Adding HS Codes and Country of Origin.
After ensuring updates to missing country code details in Shopify, delete the RMA and resubmit the return to successfully generate a new return label.
Incomplete or incorrect sender information
This issue is typically straightforward to resolve as it can often be identified immediately. On the returns page, check the sender information for the customer. Ensure that the address is complete and, for international returns, verify if tax ID information is required. In countries like Spain, Portugal, and Finland, a tax ID is necessary for processing returns; without it, the shipment will be returned to the customer. Most customers are willing to provide this information when requested.Additionally, ensure that required documentation, such as commercial invoices or Tax IDs, is accurate and complete to avoid delays or rejections by customs.
If errors persist after verifying customer details, switching to an alternative carrier may address unique address recognition standards and resolve the issue.
Nonstandard return weight
Each shipping carrier has a maximum weight allowance per shipping label, and although it is rare, returns can occasionally exceed this limit. It is advisable to double-check the weight listed on your product’s internal Shopify pages. Ensure the number and unit of measurement are accurate. If they are not, update them and repeat the steps to delete and reprocess the return. If the weight is correct but still exceeds the limit, please contact us, and we can make special arrangements for you. In instances where carrier-specific policies cause issues, it's important to verify and follow their shipping and return requirements. Additionally, shipments lacking tracking scans in the carrier's system may not be eligible for processing as returns-to-sender requests, so ensure scans are available before initiating a return.