How to generate a return label or arrange a collection

Quick Guide

To generate a return label, follow the steps below: 

1. Login to Seller Portal

2. Select "Orders" on the top left side

3. Select the order and go to "View Order Details"
4. In the top right corner click “Generate Return Label”
5. Select the SKUs and click "Confirm"

Warning: Ensure the parcel doesn't exceed the locker dimensions 64cm x 38cm x 41cm and doesn't weigh more than 15kg.

Attention: If the order returned has no information attached such as full name and order number, it will be processed as an external return. The items will get back to stock accordingly, but we are not able to confirm which order it was.

Order Journey 

Overview

Return Labels:

You can create return labels through the Seller Portal by following the steps as shown in this article. You have multiple options to choose from. Please carefully read the details for each return label option:

InPost Locker To Address Returns:

InPost operates a large network of lockers in the UK, which are available to customers 24/7. These lockers can typically be found outside supermarkets, train stations, convenience stores and petrol stations. All lockers are robust, provided with 3 CCTV cameras and LED lighting. Find the nearest locker here.

Before generating an InPost return label, ensure the parcel will fit to the lockers:

Locker Dimensions (Length x Width x Heigh in cm):

1. Small (A): 64 x 38 x 8
   
2. Medium (B): 64 x 38 x19
   
3. Large (C): 64 x 38 x 41
   

Maximum Weight: 15 Kg

The return time is approximately 3-5 business days.

Attention: The InPost service is not claimable. That means we cannot claim for lost or damaged returns.

If your parcel is not within the limits, please contact our support team here and request an alternative return label.

Evri C2C Parcelshop To Address Returns:
The customer needs to print the return label at home and take the parcel to a ParcelShop.

Maximum weight: 15 kg
Maximum length: 120 cm
Maximum belt circumference (1x length + 2x width + 2x height): 245 cm

Evri C2C Parcelshop To Address QR Returns:

The client does not need to print the return label at home. They can print it at a ParcelShop with Print in ParcelShop device using a QR code.

Maximum weight: 15 kg

Maximum length: 120 cm

Maximum belt circumference (1x length + 2x width + 2x height): 245 cm

Evri C2C Locker To Address Returns:

The customer needs to print the return label at home and take the parcel to one of the carrier's 1500+ Locker locations. 

Maximum weight: 15 kg
Maximum length: 120 cm
Maximum belt circumference (1x length + 2x width + 2x height): 245 cm

Collections:

Evri C2C Collection Return Standard Delivery
The client needs to print the return label at home. The courier will collect the parcel from their home.

Pick-ups are automatically scheduled. See below for specifications:

• Next day pick-up when the label is created before 2PM; otherwise the day after

• Pick-up range between 8AM-8PM

• Pick-up days Monday - Saturday
  

Maximum weight: 15 kg
Maximum length: 120 cm
Maximum belt circumference (1x length + 2x width + 2x height): 245 cm

Note: It is not possible to cancel an Evri C2C Address to Address label via Bezos.ai , as it triggers a pickup request to the carrier and Evri does not have a way to cancel this request. 

How can I generate a label?

To generate a return label for your customer, please follow the steps as shown below:

1. Login to Seller Portal
   
2. Select "Orders" on the top left side
   
3. Click the three dots and then click "View Order Details" for the order you wish the return label
   
4. In the top right corner, click "Generate Return Label"
   
5. Select the SKUs that are going to be returned and click "Confirm"
   
6. If the label is ready to be downloaded the button 'Download Label' will be visible. If not then the button 'Poll Label' will instead be visible, where clicking this will attempt to obtain the download link from the carrier. This may take up to 5 minutes, anything more then please seek support.
   
7. The return label will now be available for download
   
8. Share with your customer the downloaded PDF file to print and attach to the parcel if it is not a QR service, alongside with this link to find their nearest drop off point if it is an InPost service or this link if it is an Evri Locker service.
   
   

What happens when the order arrives to the warehouse?

When an order arrives at our warehouse, the returns team will process it within three days. 

Here's what they'll do:

1. Verify the order and input it into the system.
2. Inspect each item to determine if it's "damaged or faulty". This occurs if the item has been opened, used, or shows obvious signs of damage and cannot be sold as new.
3. Classify the items as "Good Stock" or "Damaged or Faulty Goods".
4. Update the returns information in the system and send a notification to you via email. The details can also be found in the Seller Portal under "Returns".

Note: Unfortunately we do NOT support the following returns scenarios:

Returns from non-UK countries to the United Kingdom, e.g. from Germany to the United Kingdom

Returns from non-EU countries to EU countries, e.g. from Switzerland to Germany

Returns of products that were not sent out by our warehouses

If you have any questions and require assistance, please don't hesitate to contact our support team here.

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