> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.accounteditor.com/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# Send return shipping labels

How items come back is set under **Features → Returns and exchanges → Shipping**. There are three methods: you provide a prepaid label, the customer pays their own postage, or they show a QR code at a drop-off point. Prepaid labels and QR codes need a carrier account connected first.

## The three methods

* **Prepaid label** — How it works: You provide a return label; cost is deducted from the refund — Who pays: You, recovered from the refund
* **Customer ships it themselves** — How it works: The customer buys and pays for their own postage — Who pays: The customer
* **QR code / drop-off** — How it works: Printerless — customer shows a QR code at a drop-off point — Who pays: You

**Start with "Customer ships it themselves"** if you have not connected a carrier. It works immediately, and you can change it later.

**Prepaid labels get items back faster.** A customer who has to buy postage often does not, and the return sits unresolved.

## Set it up

1. Go to **Features → Returns and exchanges → Shipping**.
2. Under **Return shipping method**, pick one.
3. Add your **default return address**. Customers send returns here, and it goes in the approval email.
4. Add **package sizes**. Customers pick one, and Account Editor uses it to work out the label price.
5. Set a **default product weight** for variants with no weight in Shopify.
6. Save.

**Round the default weight up.** Carriers reject shipments that weigh more than declared.

## Connect a carrier

Prepaid labels and QR codes need a carrier account. Connect one under the **Integrations** tab.

Account Editor supports **Shippo**, **ShipStation** and **eShipz** for buying return labels. You enter your own API key, so labels are bought on your account at your rates.

## Alternate return locations

Add more addresses if you receive returns in more than one place. These can be synced from your Shopify locations.

## Good to know

**Label cost comes out of the refund.** With prepaid labels, the cost is deducted from what the customer gets back. Set expectations in your return policy so it is not a surprise.

**A label that costs more than the refund is blocked.** If the postage is worth more than the item, the prepaid option is not offered and the reason is explained.

**Regenerating a label voids the old one.** The previous label is refunded with the carrier first, so you are not paying twice. Cancelling a return does the same.

**Package size affects the price.** Customers pick from the sizes you define. Vague sizes mean wrong quotes.

**Customer-pays returns come back slower.** People delay buying postage. If return speed matters — for resale or exchanges — prepaid pays for itself.

## Troubleshooting

* **Prepaid labels are not offered** — Why: No carrier connected — Fix: Connect one on the **Integrations** tab
* **The prepaid option is blocked on one return** — Why: The label costs more than the refund — Fix: Expected. Use customer-pays for low-value items.
* **Labels have the wrong weight** — Why: Variants have no weight in Shopify — Fix: Set a default product weight, rounded up
* **The carrier rejected a shipment** — Why: Declared weight or size was too low — Fix: Increase the default weight or fix the package sizes
* **Customers do not know where to send it** — Why: No default return address set — Fix: Add one — it goes in the approval email
* **A QR code does not scan** — Why: The carrier does not support drop-off there — Fix: Check your carrier's drop-off network

## FAQ

### Which method should I use?

Prepaid if you want items back quickly and can absorb the cost. Customer-pays if returns are frequent and margins are thin. QR codes if your customers find printing difficult.

### Do I need a carrier account?

Only for prepaid labels and QR codes. Customer-pays needs nothing.

### Who pays for the return?

With prepaid, you buy the label and the cost is deducted from the refund. With customer-pays, the customer buys their own postage.

### What if the label costs more than the item?

The prepaid option is blocked and the reason is explained. For low-value items, customer-pays or refund-without-return is usually cheaper.

### Can I use my own carrier rates?

Yes. You connect your own account, so labels are bought at your negotiated rates.

## Related articles

* [Set up returns and exchanges](/en/article/set-up-returns-and-exchanges-1oo6o3g/)
* [Manage return requests](/en/article/manage-return-requests-1pzfabc/)
* [Approve returns automatically](/en/article/approve-returns-automatically-n2wwuw/)
* [Making order editing work with your warehouse](/en/article/making-order-editing-work-with-your-warehouse-109htqb/)