Providing your customers the option to return items via their ‘Own Label’ means they can purchase their own shipping label through any carrier they prefer. This option exempts them from return shipping fees typically incurred through the returns portal. ‘Own Label’ can be set up for customers in any country you select, including those where a carrier label is already offered.
How It Works
When customers choose the ‘Own Label’ option, they will receive return instructions on both the confirmation page of the return portal and in their return confirmation email. The instructions can be customized to fit your specific needs.
Suggested Return Instructions
“Please send your unwanted items to the store's return address below. To ensure that items arrive and can be tracked, we recommend using a tracked service from the carrier of your choice. Please ensure to email your return tracking number to [your support email address] so that your return can be tracked.
[YOUR RETURN ADDRESS]”
Important Considerations
- Tracking Limitations: When customers opt for 'Own Label', their return shipment tracking will not be linked in the Swap dashboard. Consequently, the delivery status (Pre-transit, In-transit, Delivered) will not be shown.
- Monitoring Returns: Due to the lack of integration with the Swap dashboard, it is advisable to filter and review ‘Own Label’ returns regularly to ensure timely processing.
Customization and Support
You can customize the text in the return instructions to suit your brand’s tone and requirements. Ensure that customers are aware of the necessity of emailing their return tracking number to your support team to facilitate tracking and processing their returns.
Setting Up Self Shipping
You can enable self shipping in the shipping settings. To do so, follow these steps:
- Go to Returns → Shipping → Carriers.
- Scroll down until you find ‘Self shipping’ in the right column.
- Use the toggles to activate paid and standard “Self shipping”.
- Standard Self Shipping allows your customers to return their parcel using a carrier and method of their choosing. The customer is responsible for the return.
- Paid Self Shipping allows you to put your return label in the box. When customers enter the return method page in the portal, they must select the paid self-return option and pay for the return.
- Click “Edit Instructions” to add your custom instructions.
- For standard self shipping, this is where you add instructions:
- For standard self shipping, this is where you add instructions:
- Click “Settings” to edit the countries to which self-shipping should apply.
- For standard self shipping, no rates can be added since the customer pays the carrier directly for a label.
- For paid self shipping, you can add rates based on region. You can add multiple regions with different rates.