If you or a customer encounters an "Access Denied" error when attempting to download a return label, it indicates the download link has expired.
Why this happens
Return label links typically expire 30 days after the initial return registration. If the customer does not download or use the label within this window, the security token becomes invalid.
How to resolve
To provide the customer with a working label, follow these steps:
Generate a New Label: Navigate to the Labels Page in the dashboard and create a new label using your preferred carrier.
Send to Customer: Share the new label file or link directly with the customer.
Update Tracking ID: Manually enter the new tracking ID into the original return request.
[!IMPORTANT] You must manually update the tracking ID (as explained here). This ensures the system can track the package and automatically trigger the correct refund, store credit, or exchange once the item is received.