How to cancel a return shipment

Purpose: In this article, we will explain how to easily cancel a return label in the panel and what happens if you miss the cancellation deadline. As long as you cancel the label before 23:59 on the day of creation, you will not be charged for the label.

Cancelling a return

Does your customer want to cancel their initial return?

You can cancel the return on the same day - without us charging you for the shipping costs. Please note that shipments can be cancelled on the same day until 23:59 at the latest. If the cancellation is not made on the same day, the shipment can be cancelled within a cancellation period of 14 days. If the cancellation is made after the billing, the costs will be refunded.

Important for Deutsche Post users: Currently, it is not possible to cancel shipments via our panel. Please cancel shipments via Portokasse and contact internetmarke@deutschepost.de for cancellation.

How do I cancel a return?

Select your return you want to cancel by selecting the label/ under "Returns". Then click on Cancel return.
There will appear a window with the following information:
Click 'OK, cancel'. Once the cancellation is confirmed, the shipment will be automatically moved to the 'Cancelled' tab.

How do I cancel a return after the deadline has expired?

If your customer decides to cancel the return, after all, the return can no longer be cancelled, as the deadline in the panel has already expired. Nevertheless, the cancellation can be requested as follows:

Go to the returns overview and select the return you want to cancel by clicking on the eye icon.
Click on Cancel returns
The cancellation request will be transmitted to our system. Once the cancellation has been confirmed by the carrier, the credit will be issued automatically, within 1-2 invoice runs.

Please note: With DHL Germany and Deutsche Post, returns must be cancelled in parallel in the Geschäfskundenportal/Portokasse.

FAQ

Here we have summarized the most important questions for you:

Will I be charged for cancelling a label?

When you cancel your label, but it gets scanned by a carrier, later on, you will be charged 1 EUR on your invoice for reversed cancellation.

What happens if I miss the 14 days cancellation deadline?

Don't worry, you can still cancel your return shipment within 42 days of the shipment's creation. However, it's not possible to do so by yourself in order to cancel the label after 14 days (but before 42 day), you'll need to contact our support team. The cost of this label will be corrected on your next invoice. If you do not manage to cancel your shipment within these 42 days, the cost of the shipment can no longer be credited.

I have an open invoice for a label that I have already cancelled, what should I do?

You will need to pay this invoice and our system will automatically reimburse you on your next invoice.

How will Sendcloud refund my shipping costs?

If the parcel is not shipped, the cost of the label will be automatically deducted from your next invoice OR you will receive a refund by direct debit to the bank account linked to your account. For more information on how unused labels are refunded, check out this article.

Why was my UPS international label not canceled?

If you create a UPS label for shipments outside the EU, Sendcloud automatically sends the commercial invoice to UPS via paperless commerce. UPS forwards this invoice to customs and activates the tracking of the shipment. For this reason, the label can no longer be cancelled. When shipping with UPS, we recommend that you pay attention and check the data before creating the label.

What is the deadline for canceling a UPS Standard Return label?

UPS Standard Return labels can only be canceled until 2:00 a.m. the following day. E.g.: You create a label for a return from Italy to the Netherlands at 19:00 (Monday). You can cancel the label until 2:00 (Tuesday). After that, cancelation won't be possible and you will receive an error message.