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In Zippendo, you create return labels yourself. There is no return page where your customers create a return on their own. You create a return shipment (or let Zippendo create one when the outbound shipment is sent), print the label and give it to your customer. Or you use a carrier product that emails the label or shows a QR code to the customer (for example GLS ShopReturn).
Zippendo has no return page for your customers. With GLS ShopReturn, the Email return label and QR code return services let GLS email the label or show a QR code. That comes from the carrier, not from a Zippendo page.

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How returns work

You need two things:
  1. A return shipping rule: Direction set to Inbound (return), with a return product (such as GLS ShopReturn, GLS Pick&Return or PostNord Return).
  2. On the outbound rule you ship with, Return shipping rule set to that return rule.
Then you either:
  • turn on Create return automatically when the shipment is sent on the outbound rule. Zippendo then creates and sends the return shipment as soon as the outbound shipment is sent. Or
  • leave it off and click Create return shipment on a Sent outbound shipment (or Create return shipment in the order’s Shipments section) when a customer needs to send something back.
The return shipment:
  • has the Type Inbound,
  • gets the reference RET- followed by the original reference,
  • swaps the addresses: your customer becomes the sender, and the sender address of the original shipment (your warehouse) becomes the receiver,
  • is sent to the carrier straight away.
Create return shipment appears at the top of an outbound shipment when it is Sent, its shipping rule has a Return shipping rule, and Create return automatically when the shipment is sent is off. In the order’s Shipments section, Create return shipment is in the ⋯ menu on the shipment card, and follows the same checks against the order’s shipping rule. If you don’t see the button, set up the return rule first.

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1. Create a return shipping rule

Go to Shipping rules → Add shipping rule. The page is called Create shipping rule.
Create shipping rule form with Direction set to Outbound and the description explaining the inbound option for returnsCreate shipping rule form with Direction set to Outbound and the description explaining the inbound option for returns

Direction: Outbound for normal shipments, Inbound (return) for returns

1

Set Direction to Inbound (return)

Under Direction, the form explains: Outbound for regular shipments, inbound for returns. Pick Inbound (return). The Product list now only shows return products.
2

Pick the carrier and return product

For example GLS Denmark → GLS ShopReturn (your customer drops the parcel off at a GLS service point) or GLS Pick&Return (GLS collects it from your customer). Other carriers have their own return products.
3

Pick the address

Address lists your sender addresses. Pick your warehouse.
4

Pick the countries and save

Receiving countries is required here too. Give the rule a name you will recognize on the outbound rule, such as GLS ShopReturn - DK. Add a condition (for example Flat rate) and click Create rule.
Create shipping rule with Direction Inbound (return), GLS Denmark, and GLS ShopReturn and GLS Pick&Return in the product listCreate shipping rule with Direction Inbound (return), GLS Denmark, and GLS ShopReturn and GLS Pick&Return in the product list

Inbound (return) only shows return products, such as GLS ShopReturn

Conditions, hard limits and Test work the same as on outbound rules. See Shipping rules. Open the outbound rule that your customers (or you) already use. Click Configure on the Return shipping card.
Return shipping section with Return shipping rule set to None, below Automatic printingReturn shipping section with Return shipping rule set to None, below Automatic printing

Return shipping: pick the return rule. Create return automatically appears once you pick one

  • Return shipping rule: Select a shipping rule to use for return shipments. Pick your return rule from the list. With None, Zippendo does not offer Create return shipment.
  • Create return automatically when the shipment is sent: Automatically create and send a return shipment when the outbound shipment is sent. This option only appears after you pick a return rule.
Turn on auto-create when every parcel you send should come with a return label. Leave it off when returns are rare and you prefer to click the button for each one.

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3. Create the return shipment

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From a sent outbound shipment

Open the outbound shipment. When the conditions above are met, the button at the top is Create return shipment. Click it. Zippendo creates the return shipment, swaps the addresses and sends it to the carrier.
Overview of a sent outbound shipment without a return rule, so there is no Create return shipment buttonOverview of a sent outbound shipment without a return rule, so there is no Create return shipment button

A sent outbound shipment. Create return shipment only appears once a return rule is linked

On the order, scroll to the Shipments section. When the same conditions are met, Create return shipment is in the ⋯ menu on the shipment card.
Order Shipments section with a sent outbound shipment card and DetailsOrder Shipments section with a sent outbound shipment card and Details

An order's Shipments section. Create return shipment is on the shipment card once a return rule is set up

The new return shipment: Print the return label the same way as any other label. See Labels and printing.

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Create a return shipment by hand

If there is no outbound shipment to start from (a warranty case, a return nobody announced, a sample coming back), create the return shipment yourself. Go to Shipments → Create shipment. Set Type to Inbound. The address field changes to Receiver address (your warehouse). Pick a return product.
Create shipment form with Type Inbound and Receiver addressCreate shipment form with Type Inbound and Receiver address

Create shipment with Type Inbound. Receiver address is your warehouse

The rest of the form (parcels, parties, sending) is the same as for any shipment. See Create a shipment.

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Return addresses

When you create a return shipment by hand, Receiver address only lists addresses marked Return. To mark one, open the organization menu at the bottom of the sidebar → Manage → Addresses. An address can be both Sender and Return.
Addresses list with Sender and Return types on the rowsAddresses list with Sender and Return types on the rows

Addresses: the warehouse is marked both Sender and Return

Open the address. Under Address types (Select one or more types for this address.) you can tick Sender, Pickup and Return.
Edit address with the Address types Sender, Pickup and Return, with Return tickedEdit address with the Address types Sender, Pickup and Return, with Return ticked

Edit address: tick Return on the warehouse

Pickup here means an address where the carrier collects parcels from you. It is not a service point.

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What Zippendo does not do

  • No return page for customers: your customers can’t open a Zippendo page to create a return.
  • No return emails or QR codes from Zippendo: if your customer should get the label by email or as a QR code, choose a service that does it, such as Email return label or QR code return on GLS ShopReturn.
You can also create return shipments from an automation: the Create return shipment action creates and sends a return shipment for a sent shipment, using the Return shipping rule you choose in the action.

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Checklist

You are ready for returns when (1) a return shipping rule exists with a return product, and (2) the outbound rule you ship with has that rule under Return shipping rule.

Shipping rules

Direction, products, and the rest of the rule form.

Create a shipment

Return labels you create by hand, and sending the shipment.

Labels and printing

Print the return label after it is sent.

Getting started

Addresses, carriers and the rest of your first setup.
Field by field: Inbound and returns · Shipping rule fields