Elle here from Shopify. Happy to have you a part of the community!
If an order is returned to the sender by USPS, you will need to purchase a new label to reship the order. You can purchase a new label by creating a draft order mimicking the initial order, marking it as paid and fulfilling the order to print a new label. You can follow the steps outlined here!
If the customer decides to cancel their order, the shipping label will not be refunded to you. It's up to you if you wish to refund the shipping fee to the buyer! Do you have this outlined in your store's return policy? If you don't have one already we have a helpful guide on creating policies for your store here.
A lot of businesses handle shipping fee refunds based on why the item was returned. For example: If the item was returned because of "buyer remorse" then the shipping is not refunded versus if the item was returned due to a product defect, the shipping is refunded. Of course, the decision is up to you how you want to handle this!
If you have any other questions, just let me know! You can also contact our support 24/7 if you want to speak to someone directly.
Oh no worries at all. I'm happy to help!
It may be worth considering taking the loss on the label and shipping the item to the customer free of charge. This would really create a positive experience and increase customer loyalty!
Hope you can find a solution that works for both you and the customer.
In some cases, customers are quite understanding and if you tell them the exact story, they do pay for reshipping. However, taking a chance with it is definitely not on the cards as there is likelihood of the customer turning sour. An alternative can be to club another item with the original one and tell the customer to pay shipping for it. If this fails, then yes, reshipping it would only be the last and the best option. I was wondering if $9.5 is a regular parcel charge?
I wouldn't be able to say what is a regular parcel charge as it will entirely depend on the item you are shipping, the courier you're using and the distance the item is being shipped. You can use our Shipping Calculator here to determine the cost of shipping your package!
Also, here's our doc on developing your shipping strategy for your reference.
Happy to help if you have any other questions!
Hi, I think you need a good parcle tracking app. I suggest TrackingMore Shopify app
See this tracking number:
2018-10-06, the parcel is failed to delivery.
2018-10-19, the parcel is returned after 13 days.
If buyer or seller received a notification of failed attempt, this will never happens.
TrackingMore will send a email/sms notification to buyer when shipping status is in transit or out for dlievery, or delivered, or failed attempt, exception, so buyer can contact couriers in time.
The customized email like this:
And a email/SMS can be sent to seller too:
It only cost 0.01USD per order. And this problem will be solved forever.