How does the Easy Returns Solution feature work?

Purpose: This article provides an explanation of the default functionality Easy Returns Solution (ERS).

Related articles:

➝ Set up a Return method.

What is the Easy Return Solution ERS?

ERS (Easy Returns Solution) allows your end-customer to drop off their return parcels at any branch of a national shipping carrier. The benefit of ERS is that your customers don't have to travel for long distances to find a drop-off location, but instead can drop their parcels off at convenient place. 

This functionality is enabled by default in the Sendcloud panel. To avail of this functionality, you need to have enabled the Return method "At a Drop off point" in the settings menu of your return portal (Returns > Return portal) You can find more informaton about how to set up your return portal here.

How does the ERS work?

So long as the carriers you have enabled in your return portal support ERS, and there is a shipping method available, your customer can return internationally at a national carrier branch if there is no local drop-off location within 10km of the customer. 

ERS example:

You have enabled PostNL as a carrier in your return portal. A German customer wants to return a product, but there are no PostNL drop-off locations within 10km of their address. The return portal will therefore display a Deutsche Post (national carrier) drop-off location on the return portal instead. 

How is your customer notified that ERS is available?  

In the Return portal, your customer will see a notification informing them that there is no drop-off point in their country for the carrier that you have enabled in the return portal. E.g., "There is no PostNL drop-off point in your country. Drop off the package at Deutsche Post." 

• The button “find the drop-off point” is just to facilitate the customers with information. This does not affect the return label.

What carriers currently support ERS? 

The following list subject to change. Always check with your carrier for the most up-to-date information about their service: 

• Colissimo: International Returns
• PostAT: Easy Return International
• bpack: World Easy Retour
• PostNL: Easy Return

Please note: Each carrier also supports returns from different amounts of countries; some support more countries than others.

National Carriers in the EU

If the enabled carrier supports ERS, your customer will be able to return their packages at any of the following service points. 

What happens if ERS is not available in the customer's country?

If your customer wants to create a new return when no drop-off point is available within 10km and there is no available enabled national carrier service for this country, the customer is asked to contact your shop. 

Related articles

➝ Do you want to allow your customers to create a return, that does not require them to print

labels? Check out the paperless returns feature.

➝ Do you have a return that did not come from an integrated store? Check this article to learn

how to manually create a return.