Online return shipping

[renmishele]

I use square for retail and have an online shop.  I’d like to update my returns policy so that the customer pays for their own return (I currently have free shipping).  Is there an easy way to have the customer purchase the return shipping label?  It seems silly that I would have to add a return label as an item to sell or that they would have to email me and ask to start the return.  

Ideally I’d like a spot on the policies page where you can start your return and automatically pay for or I guess add a return label to your cart and checkout.

has anyone done something like this? I don’t have many returns but I’d like to be prepared for the future.

[BernadetteA]

Thanks for posting your question, @renmishele 

You can opt to create a return label at the time you make the first label, and it would not be charged until the label is scanned. Or, you can generate a return label when a customer contacts you for returns. You can then email them the label for them to print.

I can't think of a great way to automate this, however. Perhaps you could add a link to a hidden page on your website that includes a contact form asking the customer for their order number, etc. You could then create an invoice to bill them for the label. 

Do you use flat rate shipping? The only other suggestion I can think of is to add an option modifier to the item which would add an additional charge. I'm not sure if that would be the best option for the customer (or yourself) in the event that they decide they do not want to return the item.

[taylorandjones]

Hello @BernadetteA @renmishele 

I'm a Square Online website designer that works with clients that would benefit from this feature.

@BernadetteA You mentioned the option to create a return label at the time the first shipping label is generated, or after shipping, when a customer inquires about returning an item.

Can you provide the steps to do this?

Many thanks for any helpful guidance!

[BernadetteA]

Hi @taylorandjones 👋 Yes, but I will need to double check as it may have moved. If I recall, the option should be on the page when you generate the label. If not, both options are definitely available through the Shippo dashboard. (Shippo is the label integration that we use, and sellers can log into the Shippo dashboard directly if needed.)

I will need to hunt down my test account that is setup to create labels, and will make sure to circle back to this by tomorrow. Thanks in advance for your patience. 😊

[taylorandjones]

Thanks so much for your reply @BernadetteA I appreciate your time and look forward to your next update 🙂

[BernadetteA]

Super sorry for my delayed response here, @taylorandjones 

I was having a hard time finding the correct test account so I could view my older orders. I couldn't find it, but was able to confirm that you are not able to create a return label when making the shipping label through the Square Online dashboard. However, you CAN hop over to the Shippo dashboard to create a shipping label and include a return label. You can also create a shipping label for orders that have already shipped. 

^ if you are creating the label through Shippo, click on the Orders tab. You may need to enter the information manually. If I remember correctly, there was an issue with orders synching at one point. This was a couple of years ago so it's definitely possible the syncing issues have been resolved.

If you click on the Shipments tab you will find a list of outgoing labels you have created. Click the three dot menu to the right of the shipment and select Create Return Label.

I'm going to look into whether or not the syncing option is available, but I hope this information helps for now. 😊

[Richmenlooks]

Is there anyway to charge/bill the customer for the return label at the time of their return request? I don't see it fit for us to pay for return shipping if the customer chooses to send it back. I tried looking for a 3rd party integration to help automate the return process but it seems that Square Online is not a good fit for companies like Loop Returns, Narvar and Happy Returns. They say the best e-commerce platform for these options is Shopify, Woo-commerce and other e-commerce sites. 

Any suggestions would be helpful!

[taylorandjones]

Thank you very much @BernadetteA you've provided helpful steps on this topic.

It will be good to know if Square orders sync with Shippo.

I appreciate your time and effort on behalf of Square Online sellers!

[BernadetteA]

Hey @taylorandjones ! Super sorry for the delay. I wanted to make sure to confirm, but yes, you can sync orders to the Shippo dashboard with the Shippo app. 

Speaking of, you will find the app if you navigate to the Square Online dashboard and click on the Apps link in the left panel menu. Shippo should be the first app on the right side. 😊

[taylorandjones]

Many thanks @BernadetteA for your thorough follow up about Shippo! My clients will benefit from this helpful guidance 😀

[BernadetteA]

You're welcome! ❤️

Please let me know if you have additional questions. 😊