We’re looking at starting more automated returns on our store by using shopify self serve returns so all we need to do is accept or deny the request but we can’t work out how to manage the returns when they arrive back to us if the customer uses their own shipping. Is there an option when you accept the return to send specific instructions to the customer telling them to put their order number in the parcel or are we missing something very obvious? Thanks!
Topic summary
Seeking guidance on automating returns via Shopify’s self‑serve returns while allowing customers to ship items back using their own carrier.
Main issue: How to reliably identify and process returned parcels when customers do not use a store-provided label.
Key question: Upon approving a return request, is there a built‑in option to send customized instructions (e.g., asking the customer to include the order number inside/on the parcel), or is there a standard workflow they’re missing?
Status: No answers or solutions provided yet; the request remains open for best practices or feature clarification.