Book a courier pickup for a return

Send a courier to collect returned items from the customer, or record the AWB of a return booked elsewhere.

Where to find itReturnsReturn pageBook a return pickup

Before you start

Returns must be on for your shop (turn them on under Shop › Features, or ask support if that page says to contact support) and the return must be approved. Booking through the panel needs a Shiprocket or Delhivery account.

Needs

Turn it on in Shop › Features (ask support if you do not see it)

Who can use this

Shop owner, Shop Manager

A return pickup is a parcel that travels from the customer back to you. It is booked from the return, not from the order, and it never collects cash.

Which couriers can collect a return

Courier	Return pickup
Shiprocket, Delhivery	Booked from the panel
Aramex, DHL Express	Not offered. Book with the courier and enter the AWB
Any other courier	Enter the AWB

Open the return
Select Returns in the top bar and open the return. Approve it first if it is still a request; a pickup can be booked only for an approved return.
Choose the courier
Under Book a return pickup, choose a courier account, or Other courier — enter the AWB. Only accounts that can collect returns are listed. For another courier, fill in AWB / tracking number and Courier name.
Describe the parcel
Enter the weight in kg and the length, width and height in cm. Leave them empty to use the weight of the returned items and the courier account's default package.
Check where it is collected
Pickup from: shows the customer's address. Type a different postcode in the pickup postcode field if the one shown is missing or wrong. Couriers need a postcode.
See rates (optional)
Show rates asks the courier for its return services and prices, when the courier quotes them. Pick one from the list that appears.
Book
Select Book pickup. You see Return pickup booked. and the return moves to pickup scheduled once the courier has given an AWB.

After booking

The parcel appears on Delivery › Shipments with a Return chip, and on the return as Return shipment with its courier, AWB and status.
The return follows the courier's scans. It does not change the original order.
When the items arrive, select Mark received on the return if the courier has not already reported the delivery.

If the courier gives no AWB

The return shows a warning that the pickup is booked but has no AWB yet, and that nobody is coming until it has one. Select Retry AWB, or Cancel the booking and book again.

Cancel a pickup

Before the courier collects the parcel, select Cancel the pickup (book again / drop-off). The return goes back to approved, so you can book again or let the customer send the items.

Other ways to get the items back

The same panel offers Assign delivery agent to send your own driver, and Set to drop-off when the customer brings or sends the items. Both are part of the returns workflow rather than shipping.

Which couriers can collect a return

Courier

Return pickup

Shiprocket, Delhivery

Booked from the panel

Aramex, DHL Express

Not offered. Book with the courier and enter the AWB

Any other courier

Enter the AWB

Open the return

Select Returns in the top bar and open the return. Approve it first if it is still a request; a pickup can be booked only for an approved return.

Choose the courier

Under Book a return pickup, choose a courier account, or Other courier — enter the AWB. Only accounts that can collect returns are listed. For another courier, fill in AWB / tracking number and Courier name.

Describe the parcel

Enter the weight in kg and the length, width and height in cm. Leave them empty to use the weight of the returned items and the courier account's default package.

Check where it is collected

Pickup from: shows the customer's address. Type a different postcode in the pickup postcode field if the one shown is missing or wrong. Couriers need a postcode.

See rates (optional)

Show rates asks the courier for its return services and prices, when the courier quotes them. Pick one from the list that appears.

Book

Select Book pickup. You see Return pickup booked. and the return moves to pickup scheduled once the courier has given an AWB.

After booking

The parcel appears on Delivery › Shipments with a Return chip, and on the return as Return shipment with its courier, AWB and status.

The return follows the courier's scans. It does not change the original order.

When the items arrive, select Mark received on the return if the courier has not already reported the delivery.