Articles on: Cancellations and returns

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

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

Updated on: 21/08/2026

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