If a customer contacts you because they can’t find a return shipping label for an approved return, it may be categorized as Untracked/Self-Ship. In these cases, the customer is responsible for shipping the return themselves. Here’s how you can guide them through the process:
Why Is There No Label?
For returns marked as Untracked/Self-Ship, customers are required to use their preferred shipping service to send the item back. A pre-paid label isn’t provided.
Steps to Guide Your Customer
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Check the Return Approval Email:
- Confirm that the customer received the email with the subject line "Your return items are ready to ship!"
- This email includes your return address.
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Provide the Return Address:
- If the customer can’t find the email, share your return address again.
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Advise on Shipping:
- Remind customers to securely seal the package before mailing.
- Inform international customers that they are responsible for any shipping fees and taxes.
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Optional Tracking:
- Tracking isn’t mandatory, but encourage customers to use it for peace of mind.
- If they choose to share a tracking number, it can help you monitor the return.
What Happens Next?
Once you receive the returned item, process it according to your return policy. Be sure to communicate with the customer if any issues arise or if additional steps are required.
If you still need help, please contact Route Returns support at support@frate.com