How to handle product returns from the US to Canada?

[Garlande386861]

Hi there,

I'm a Canadian company shipping to both Canada and the US. Typically we provide pre-paid return shipping labels for our customers in Canada. For the first time, we have a request for a return from the US and I'm wondering what best practices are here? I would like to provide them with a pre-paid label but not sure how to do that? Also not sure what best practices are for reimbursement if we can't provide them with a label? Any advice is greatly appreciated!

Thanks,

Garlande

[Nick_Marketing · Accepted solution]

It is a bit tricky to create cross-border return labels, but if it is a one-time occurrence, it's probably easier for the customer to purchase the label in the US via USPS and ship the products back into Canada, and you can reimburse the costs (send the funds via PayPal).
If you are looking for an automated return label processing solution, look into Shippo.

[Eggpar]

I have used this "solution" but it is far from perfect.  I had a customer send back $300+ of merchandise that got lost because he copied the address wrong.  I never saw that or had access to the carrier insurance because I am not the sender.  I have also had people pay triple the price of what I would have paid and, yep, I promised to reimburse them.

From my attempts, companies like Shippo allow one to create a return for a shipment originally made through them.  I like the convenience and the pricing for Canada Post is fine.  USPS is not loved in the US but I've had very few problems so far... knocking on wood as I write this.  

Shopify really needs to work on a solution here.  Your fellow Canadians also want to grab the opportunities in the huge market next door.  Please help us be as competitive as possible.