Help CenterHelp Center / Returns and exchanges · How-to
Book a courier pickup, send your own delivery guy, or let the customer drop the items off.
After a return is approved, its Actions card offers every way the items can come back. How it comes back in Details shows the default from your settings, but you can use any of them.
The customer gets Message: Pickup Scheduled when the status becomes Pickup scheduled. See Return messages and alerts.
The status becomes Pickup scheduled. He gets a delivery-app notification and sees the pickup there. Details shows Delivery agent with his name and not collected yet, or when he collected it.
Until he collects, you can Reassign to another delivery guy, or select Cancel the pickup (assign again / courier / drop-off).
Select Show rates to pick one of the courier's services, then Book pickup.
For a pickup you arranged yourself, choose Other courier — enter the AWB and type the AWB / tracking number and Courier name.
Details shows the Return shipment with its status and a track link. The courier's scans move the return to On its way back and Received by the shop.
If the courier booked the pickup without an AWB, the return stays Return approved and a warning says nobody is coming until it has one. Select Retry AWB or Cancel the booking.
While the courier has not collected the parcel, Cancel the pickup (book again / drop-off) cancels it at the courier and puts the return back to Return approved. The timeline shows Pickup cancelled, and Pickup rescheduled when you book again. The customer gets no second approved message.
A drop-off carries no return shipping fee. If you charge a fee and the customer brings the items in, select Set to drop-off before you mark the return received.
| Message | What to do |
|---|---|
| No active delivery agent: add one under Delivery Agents, or book a courier below. | Add a delivery guy, or use a courier |
| "The pickup could not be booked:" and a reason | Fix what the courier reports |
| A courier pickup is booked for this return: cancel it first. | Cancel the booking before assigning a delivery guy |
| The courier already has the parcel: the pickup can no longer be cancelled. | Wait for the parcel and mark it received |
| Demo order — no return pickup is booked with a courier. | A demo order's return cannot use a courier or an AWB |