How can I manage my international returns?

(Note: International returns refer here to returns coming from one country to another. We do support carriers worldwide for domestic returns - not only in the US & Canada.)

International returns can get a little bit tricky. On the one hand, it is normal to want to offer a consistent return experience to all your customers, including international ones. On the other hand, international labels can get very expensive and are not necessarily easy to create.

In the meantime, what we recommend, to make sure your international customers still get an easy return experience, is to have them send their package back to you themselves, with an otherwise free return policy. To do so, just head to your Settings, under Policies > Rules, and click on "Create a new rule".

You'll then be able to select from our pre-made templates. In this case, you can select the "Country" template.

You can set a rule name, and then set the condition to "Country is not United States" (for merchants in other countries: replace "United States" by your own).

Click on "Save Rule", and there you have it, your international returns rule! If you leave it empty, it'll prevent all your international customers from completing a return. For the purposes of this article, this is not what we want, so we'll click on "Add an option to this rule".

Select the first refund method you want to add, and then set the fee to "Free", and select the "No Label" logistic, as is shown below. Also don't forget to set your return window, and take a look at the other advanced settings available at the bottom of the page.

Once you're set. Click on "Save Return Option". Repeat this to add other refund methods to your rule.

And there you have it! Your international customers now can request free returns, with the exception of shipping the item back to you. Note that the confirmation email that will be sent to them is editable under Emails > Workflow. Click on the "Approved" tab, and the email you can edit is called "Return Approved: No Return Label".