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Buying return labels

If you're shipping from a fulfillment location in the United States, then you can buy and create return labels directly from your Shopify admin. After you create a return label, you can send it to your customers or send them a link to print the label.

Return labels help you recover inventory that a customer no longer wants. If your business lets customers return products, then you can send your customer a return shipping label so that they can send the product back to you.

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Considerations for buying return labels

Review the following considerations before buying return labels:

  • Return labels are available only for US domestic orders.
  • You can't buy return labels for US military addresses (APO/FPO/DPO), US territories that require a customs form, or international addresses in Shopify. In these cases, you can buy a return label directly from a shipping carrier, use a third-party service, or use an app from the Shopify App Store.
  • Return labels can't be voided, but they can expire. USPS labels expire 1 year after purchase, UPS labels expire 6 months after purchase, and FedEx labels expire 90 days after purchase. You aren't charged for labels that you don't use.
  • If your business offers returns, then add information about returns to your refund policy in your Shopify store. Customers can read and understand your return policy before ordering from your business so they know what to expect if they want to return a product.
  • Your return address is taken from your fulfillment locations, and is displayed only on shipping labels. Your return address isn't displayed in your notifications or on your storefront, unless you choose to add that information, such as on a Contact Us page. Return addresses might be available to apps that you install in your store, depending on the app's permissions.
  • To create a return label, at least one item in the order must be fulfilled.
  • Return labels are created at the order level, not the item level. If a customer is returning only some items from an order, then adjust the expected weight when creating the label.

Supported shipping carriers for return labels

You can purchase return labels at discounted rates through Shopify from the following shipping carriers:

Return label billing

Return labels use pay-on-scan billing, which means you aren't charged when you create the label. Instead, you're charged only after the carrier scans the package. This section explains how return label billing works.

When you're charged for return labels

The billing timeline for return labels follows these steps:

  1. You create a return label and send it to your customer.
  2. Your customer drops off the package at a carrier location or schedules a pickup.
  3. The carrier scans and weighs the package.
  4. The shipping cost is added to your Shopify account.
  5. You're invoiced when you reach your billing threshold, or the charges are added to your monthly subscription bill.

Billing thresholds by plan

Your billing threshold determines when Shopify issues a bill for shipping labels and other charges. The following table displays the default billing thresholds by plan:

Default billing thresholds by Shopify plan.
PlanBilling threshold
Trial$60 USD
Basic, Starter, Lite$200 USD
Grow (Shopify)$480 USD
Advanced$1,280 USD
Plus$4,000 USD

When you reach your billing threshold, an invoice is issued immediately. You can continue purchasing shipping labels until you reach 110% of your threshold while the invoice processes. After that limit, you can't purchase more labels until you pay the outstanding bill.

View your return label charges

You can view return label charges in your Shopify admin.

Steps:

  1. From your Shopify admin, go to Settings > Billing.

  2. In the Bills section, click the bill you want to review.

  3. In the Shipping section, click the number of shipping fees to view a breakdown of charges.

  4. Click an order number to go directly to that order and review the label details.

Understanding return label pricing

Return labels display an estimated price when you create them. The actual charge might differ from the estimate because of the following factors:

  • Pay-on-scan billing: The carrier determines the final cost after weighing and measuring the actual package.
  • Weight differences: If the returned package weighs more than the estimated weight you entered, then the charge is higher.
  • Dimensional weight: Carriers might use dimensional weight pricing if the package is large but lightweight.

Learn more about price adjustments for shipping labels.

Create and send a return label

You can create a return label from the order page in your Shopify admin or the Shopify app. After you create a return label, you can send it to your customers or send them a link to print the label.

Steps:

Desktop

  1. From your Shopify admin, go to Orders.

  2. Click the order number that you want to create a return label for.

  3. Click Return.

  4. Enter the quantity of items that are being returned.

  5. In the Return shipping options section, select Create a return label in Shopify, and then click Create return.

  6. In the Return to section, select an address from your saved locations to return the products to.

  7. Optional: To update your default return address, do the following:

    1. In the Return to section, click an address.
    2. Click Update default location for return labels.
    3. Select an address from your saved locations.
    4. Click Save.

  8. In the Package and weight section, select the expected package size and enter the expected order weight.

  9. In the Shipping service section, select a shipping method.

  10. Click Create return label.

  11. To send the return label to your customer, do one of the following:

  • Confirm your customer's email and click Email customer.
  • Click Copy link and send it separately in an existing email or message thread.
  • Click Print label and send it with the order.
  1. Click Done.
Mobile
  1. From the Shopify app, tap the Orders icon .
  2. Tap the order number that you want to create a return label for.
  3. Tap ..., and then tap Return.
  4. Enter the quantity of items that are being returned.
  5. In the Return shipping options section, select Create a return label in Shopify, and then tap Create return.
  6. In the Return to section, select an address from your saved locations to return the products to.
  7. Optional: To update your default return address, do the following:
    1. In the Return to section, tap an address.
    2. Tap Update default location for return labels.
    3. Select an address from your saved locations.
    4. Tap Save.
  8. In the Package and weight section, select the expected package size and enter the expected order weight.
  9. In the Shipping service section, select a shipping method.
  10. Tap Create return label.
  11. To send the return label to your customer, do one of the following:
  • Confirm your customer's email and tap Email customer.
  • Tap Copy link and send it separately in an existing email or message thread.
  • Tap Print label and send it with the order.
  1. Tap Done.

Resend a return label

You can resend the email notification or copy the link to the label at any time.

Steps:

Desktop

  1. From your Shopify admin, go to Orders.

  2. Click the order number.

  3. In the Return label section, click View details.

  4. Select the way that you want to share the return label with your customer:

    • Confirm your customer's email and click Email customer.
    • Click Copy link and send it separately in an existing email or message thread.
    • Click Print label and send it with the order.

  5. Click Done.

Mobile
  1. From the Shopify app, tap the Orders icon .
  2. Tap the order number.
  3. In the Return label section, tap View details.
  4. Select the way that you want to share the return label with your customer:
    • Confirm your customer's email and tap Email customer.
    • Tap Copy link and send it separately in an existing email or message thread.
    • Tap Print label and send it with the order.
  5. Tap Done.

Customize your return label instructions

You can customize your return label instructions using Liquid. For more information about using Liquid variables to automatically add information to your return label instructions, refer to the notification variables reference.

Steps:

Desktop

  1. From your Shopify admin, go to Settings > Notifications.

  2. In the Customer Notification section, under Returns, click Order-level return label created.

  3. Edit the Email subject and Email body. For example, if you want to change the return instructions, then find return-label__instruction-step and edit the steps.

  4. Click Save.

Mobile

  1. From the Shopify app, tap Menu, and then tap Settings Settings.

  2. In the Store settings section, tap Notifications.

  3. In the Customer Notification section, under Returns, tap Order-level return label created.

  4. Edit the Email subject and Email body. For example, if you want to change the return instructions, then find return-label__instruction-step and edit the steps.

  5. Tap Save or ✓.

Troubleshooting return labels

Use the following information to resolve common issues with return labels.

If you can't create a return label, then verify the following requirements:

  • Order has fulfilled items: At least one item in the order must be fulfilled. You can't create a return label for unfulfilled orders.
  • Addresses are in the United States: Both your fulfillment location and the customer's shipping address must be in the United States. Return labels aren't available for international orders or US territories that require customs forms.
  • Not a military address: Return labels aren't available for APO, FPO, or DPO addresses. Use USPS directly or a shipping app for military address returns.
  • Valid location address: Your fulfillment location in Settings > Locations must have a valid US street address. PO Boxes aren't valid return addresses.

If you meet all these requirements and still can't create a return label, then try the following steps:

  1. Verify your fulfillment location address using the USPS address validator.
  2. Clear your browser cache and cookies.
  3. Try using a different browser.
  4. If the issue persists, then contact Shopify Support.

If no shipping carriers display when you try to create a return label, then check the following factors:

  • Package weight and dimensions: The estimated weight or dimensions might exceed carrier limits. USPS has a maximum weight of 70 lbs, and the combined length and girth can't exceed 108 inches.
  • USPS package type: Use a USPS-compatible package type. Select a USPS carrier-specific package or a standard custom package.
  • Address validation: The customer's address or your location address might not be recognized by the carrier. Verify both addresses using the USPS address validator.

If you receive an error message such as A system error has occurred and is being investigated when creating a return label, then try the following steps:

  1. Wait 15 minutes and try again. This error often indicates temporary high traffic.
  2. Verify that the customer's address uses only standard characters. Remove any special characters, emojis, or non-English characters from the address fields.
  3. Check that the city name contains only letters, spaces, and hyphens. Numbers aren't allowed in city names.
  4. Verify that the package weight is under 70 lbs and the dimensions don't exceed USPS limits.
  5. If using UPS with your own account, then verify that your UPS account is properly connected.

If the error persists after trying these steps, then contact Shopify Support.

If you see a PO Box destinations are not supported error when creating a return label, then this occurs because UPS can't deliver to PO Box addresses. If the customer's address is a PO Box and you need to use UPS, then you have the following options:

  • Select USPS instead, which does support PO Box delivery.
  • Contact the customer to obtain an alternative street address.

If you have a connected UPS account and the customer's address is a PO Box, then the error message displays even when USPS is available. You can ignore this error and proceed with purchasing a USPS return label.

If you receive a Return label not sent error when trying to add a return label to an existing return, then this occurs when you initially created a return without a shipping label and later tried to add one.

To work around this issue:

  1. Edit the order to add a free custom item named "Return shipping label".
  2. Fulfill the free item.
  3. Create a new return for the custom item.
  4. When creating the return, immediately upload or create the return label.

If you can't print or download a return label, then try the following steps:

  1. Check that pop-ups aren't blocked in your browser. The label opens in a new tab or popup window.
  2. Clear your browser cache and cookies.
  3. Try using a different browser.
  4. From the order page, in the Return label section, click View details, and then try Print label again.

If you still can't access the label, then contact Shopify Support.

For issues related to return label charges, such as unexpected charges or threshold billing questions, refer to Billing for shipping labels.

Frequently asked questions

Review the following frequently asked questions about return labels.

Return labels can't be voided or canceled because they use pay-on-scan billing. You aren't charged until the carrier scans the label, so if a return label isn't used, then you aren't charged. Unused labels expire automatically (1 year for USPS, 6 months for UPS, 90 days for FedEx).

Yes. If a customer needs to return items in multiple packages, then you can create multiple return labels from the same order page. When creating each label, adjust the weight to match the items in each package.

Return labels purchased through Shopify are always billed to your Shopify account. You can't automatically charge the customer for the label cost. If you want to deduct the return shipping cost from a refund, then you must do this manually when processing the refund.

Return labels include a tracking number that you can use to track the shipment. To view the tracking number, go to the order page and click View details in the Return label section. Click the tracking number to view the shipment status on the carrier's website.

In-admin tracking statuses such as "Delivered" aren't available for return labels. You must check the carrier's website directly for tracking updates.

USPS return labels include up to $100 USD of included coverage. Additional insurance can't be purchased for return labels. If you need higher coverage, then purchase a return label directly from the carrier or use a shipping app that supports additional insurance.

Claims for UPS or USPS lost or damaged return shipments must be filed directly with the carrier:

In-admin claim filing isn't available for return labels.

Shipping label charges, including return labels, are subject to threshold billing. If your total charges (including apps, transaction fees, and shipping labels) reach your plan's billing threshold, then Shopify issues an invoice immediately rather than waiting for your regular billing date. This is normal behavior and helps prevent large accumulated charges.

Return labels use pay-on-scan billing, which means the final cost is determined when the carrier scans and weighs the actual package. The estimated price displayed when you create the label is based on the weight you entered. If the actual package weight differs, or if the carrier applies dimensional weight pricing, then the final charge might be different. Refer to price adjustments for more information.

Before you contact Shopify Support about return labels

Before reaching out to Shopify Support, gather the following information to help resolve your issue faster:

  • The order number(s) for the return labels you're having issues with.
  • Screenshots of any error messages you receive.
  • The carrier you're trying to use (USPS, UPS, or FedEx).
  • Your fulfillment location address in Settings > Locations.
  • The customer's shipping address.
  • The estimated weight and dimensions you entered when creating the label.
  • For billing questions:
    • The date the charge appeared on your bill.
    • The tracking number of the return shipment.
    • Screenshots of your bill displaying the charges.
  • Steps you've already tried from the troubleshooting section.

Having this information ready helps Shopify Support assist you more efficiently.