From time to time, your customer may want to return a product. A smooth returns process creates customer satisfaction and makes sure your customers come back. A good returns service with MyParcel leaves you well prepared for returns and guarantees the best returns experience. You send return labels to customers in just a few simple steps. They then return the parcel quickly and easily through the nearest PostNL location and make sure they can follow their parcel at all times through the Track & Trace information. Before you know it, the returned products have arrived and you can offer them again in your webshop!
This page gives you all the information you need to know about our services for setting up an efficient returns service for your webshop:
- The returns process: how does it work?
- How do I set up my returns service within MyParcel?
- What does the returns service cost?
- Our tips for start-up webshop owners
- More information about returns
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1. The returns process: how does it work?
When your customer wants to return a product, they need a return label. You can create the label in the backoffice in just a few simple steps by creating a return shipment (read below). Your customer will receive an email containing the return label. They then print the label and use it to return letterbox parcels and parcels in no time. As well as creating the return label, you can also ask your customers why they are returning your products and you can follow the return shipment.
Creating a return shipment.
If you receive a request for a return shipment, there are two ways of creating a return label in the shipments summary. The process of creating a return shipment is the same for returns within the Netherlands and foreign returns.
1. Creating returns through the outbound shipment
For a return shipment, you can choose to have the outbound shipment returned. If you choose this option, the shipment will be returned under the same conditions as the outbound shipment, for example by registered post.
In that case, you create the return shipment as follows:
- Log into your account and use the main menu to navigate to Shipments and then Summary.
- Here, find the shipment for which you want to create a return label. Then click the return arrow.
- Check the information on the next screen.
- Select whether you want to ask for an excess. Through the excess, you can configure the amount your customer pays for the return label.
- Then save the return shipment, and that’s it! You’ve created the return shipment.
Your customer will now receive an email containing the link to your personalised returns page where they can download the return label.
2. Creating returns through the ‘Email return link’ button
Sometimes, you might prefer to create a return label manually, for example when you want to include additional shipping options.
In that case, you create the return shipment as follows:
- Log into your account and click ‘Email return link’ in your shipments summary.
- On the next screen, specify whether it’s a parcel or letterbox parcel and enter the customer’s name and email address.
- Enter a reference so that you can easily recognise the return shipment later.
- Then select whether you want to ask for an excess and whether additional shipping options are required.
- Click ‘Save’. The return shipment has now been created.
There are conditions concerning the size and weight of return shipment. Also read our pages on ‘What is the maximum allowed weight of a return parcel? and ‘What are the maximum allowed dimensions of a return shipment?’.
Returning and following orders.
Once you have created the return shipment, we will automatically send an email to your customer containing additional information. In order to return the order, your customer needs to take the following steps:
- Your customer receives an email containing the link to your personalised returns page, where they can find out what they need to do and whether they need to pay an excess.
- Through the returns page, they can download and print the return label and stick it to the packaging.
- Lastly, all they need to do is hand the parcel over at one of the 3500 PostNL service points and the shipment will be returned to you as soon as possible.
Asking for Reasons for return.
You can switch on Reasons for return as part of your personalised Returns page. When your customers receive the return link so that they can return your products, they will be directed to your personalised Returns page. Once on your page, they will be asked why they are returning your products. This gives you direct information and helps you optimise your returns service and webshop. There are various advantages to Reasons for return:
- Find out why your customers are returning an order
- Monitor returns in your clear, transparent dashboard
- Optimise your returns policy
- Avoid unnecessary returns in the future
Click the button below for step-by-step instructions on how to switch on Reasons for return.
2. How to set up your returns service?
Before creating a return shipment, it’s important that the returns service is set up correctly in your backoffice. You need to enter the preferred return address in your account, specify whether you want to ask for an excess as standard and the return conditions must be clear.
Entering and changing the return address.
When returning products, the carrier needs to know where the return shipment needs to be returned to. When you get started with MyParcel, you need to enter your address details, which will be automatically set as the return address. If you would like to change the return address, or if you would prefer that we receive your returns, you need to change the return address. You can change the return address in your account in just a few simple steps.
Setting the excess for returns.
The excess is the amount that you want your customer to pay for returning the order. As a webshop owner, you can decide whether to ask for an excess for returns. You can also determine the amount for both shipments within the Netherlands and foreign shipments. Set the excess for each country in your account. You can view the settings on the same page as you change the return address.
Activating and changing the personal returns email.
When you have created a return shipment, your customer will receive an email enabling them to download their return label. We have prepared a standard email for you. Once you have activated your personal returns email, you will be able to change and personalise it. Log into your account and change the content of the email by taking the steps below.
Designing your personal returns page.
Design your personalised returns page containing your logo and corporate design in just a few simple steps. From the returns email, your customer will be directed to your personalised returns page for more information about the returns process, the excess and submitting Reasons for return. The customer will also receive updates on the status of the shipment on this page. If your customer wants to return a product, they will often visit the page multiple times, which is why it is extremely important for the returns process. Your personalised returns page is an ideal way to encourage customer engagement.
Conditions for return shipments.
In addition to your own return conditions for your webshop, you can also set conditions for return shipments in the backoffice. You can specify the validity period of the return link, the reference for the return shipment and whether you want to be kept up to date through Track & Trace. You can also set the conditions that apply for parcel shipments within the Netherlands and foreign shipments. The return conditions are available under ‘Shop settings’ in the backoffice.
Returns within the EU.
Orders from a number of European countries can easily be returned through the returns service. Find out which countries the European returns service is available for. This page also contains a summary of the costs and return conditions for each country.
NB: the price of a return shipment from abroad cost may differ from the price of the outbound shipment.
3. What does the returns service cost?
There are different prices for returns within the Netherlands and foreign returns. The parcel’s dimensions and weight determine the price of the return shipment, as well as the country from which the parcel is being returned. If you ask for an excess, we recommend that you factor this in. Below is a summary of the prices for returns:
4. Our tips for (start-up) webshop owners.
Offering an efficient, clear returns service is an essential part of running a webshop. It creates clarity for yourself, supports you in your stock management and leaves you well prepared for any returns. It also gives your customer certainty and builds up trust.
However, providing a good returns service can be quite a challenge. We have written various blogs to help you on your way:
- Handling a return shipment correctly is extremely important. It allows you to meet your customers’ expectations and create trust.
- What are your obligations as a webshop? This includes duration, right of withdrawal and conditions.
- Do you have to offer the option to pay later in your webshop? How does this work?
- If you often send parcels abroad, you have lots of options within MyParcel when it comes to setting up your European returns service.
5. More information about returns?
If you have questions about return shipments or you cannot find your question, take a look at our detailed Support page, which contains answers to Frequently Asked Questions. If you would prefer to receive personal advice, you can always contact our Customer Service department. They will be happy to help.