Purpose: Learn how to create return rules to automate your return process, control which items customers can return, set return fees, and define return options based on specific conditions.
Related articles
→ How to set up your return portal
→ How customers can make a return
→ How to process your return shipments
Note: The Ship with return rule now works with shipping options. Existing rules based on the previous setup still continue to work and are shown in the panel as [Deprecated] Ship with method. This deprecated version remains available to avoid breaking existing return rule setups. For new configurations, use Ship with.
Growth plan users can create and activate up to 10 return rules. To use more than 10 return rules, upgrade to a higher subscription plan.
How can I use return rules?
Return rules work similarly to shipping rules. They are predefined conditions and actions that are automatically applied to new returns created through the Return Portal or Returns API v3.
You can use return rules to:
- Control which items customers can or cannot return
- Define from which countries customers are allowed to return items
- Apply specific return options for specific countries
- Charge different return fees based on return conditions
- Automate return behavior for both Return Portal and Returns API v3 flows
In the example below, the return rule displays a €2.00 return fee in the Return Portal or Returns API v3, but only for returns from Germany:
Further down this article, you can find example return rules you can use as inspiration.
Before you start
Return rules can be used with the Return Portal and Returns API v3. To use return rules in the Return Portal, your Return Portal must first be activated.
To set up your Return Portal, see How to set up your return portal.
Enable return fees and return options
Some return rule actions depend on your Return Portal settings. For example, if you want to use return rules to adjust return fees or shipping options, you must first configure those settings in the Return Portal.
- Go to Returns > Return Portal
- Enter a default return fee, if you want to charge customers for returns
- Select the return methods you want to offer
- Enable the carriers or shipping options customers can use for returns
- Click
Save
Important: If no return fee is configured in the Return Portal settings, return rules related to Return fee may not be applied.
Set up your return rules
- In your Sendcloud account, go to Returns > Return Rules.
- Click
Create new return rule. - Give your rule a clear Name. Choose a name that explains what the rule does, for example Free returns for Germany or Block pajamas from returns.
- Choose where the rule should apply in the Apply to field:
- Return Portal – The rule applies only to returns created through the customer-facing Return Portal.
- Returns API v3 – The rule applies only to returns created through the API.
- Both – The rule applies to all supported returns, regardless of how they are created.
- Choose an IF condition, such as From country, Return reason, or Item name.
- Choose the operator, such as is, is not, or contains.
- Enter the value the rule should check for, for example Germany.
- Choose the action that should be applied, for example Return fee is.
- Click
Save return rule.
Manage existing return rules
From the Return Rules overview, you can:
- Edit an existing rule by clicking the
⋮menu - Change the order of your rules using the arrows
- Activate or deactivate rules by toggling them on or off
Changes to return rules apply only to future returns. They do not affect returns that have already been created.
How can I see if a rule has been applied to a return?
You can see whether a return rule has been applied by opening the return details view.
Application on the Return Portal and Returns API v3
Return Rules can be applied to returns created through the Return Portal, Returns API v3, or both. This helps automate your return process if you manage returns through the customer-facing portal, custom integrations, or external return solutions.
When creating or editing a rule, use the Apply to field to choose where the rule should be applied.
Important notes for API users
- Return rules applied via API override manual request values if the
apply_rules: trueparameter is used in the API request. - If you use an external return solution, such as ReturnGo, check with the provider to confirm they support Return Rules API v3.
- Simply setting up rules in Sendcloud will not apply them to third-party return flows unless the provider has implemented this functionality.
For API users, include "apply_rules": true when creating a return via API to make sure return rules are applied.
Example return rules
Below are examples of common return rules you can create. You can adapt these examples based on your own return policy.
Charge return fees depending on the return country
IF From country IS Germany THEN Return fee is €5.00
You can use this type of rule to charge different return fees depending on where the customer returns the parcel from. For example, you can charge €5.00 for returns from Germany and override the default return fee configured in the Return Portal.
Important: The order of return rules affects how they are applied. Rules are applied from top to bottom, and a lower rule can override a rule above it.
Set a return fee based on the return reason
You can use return rules to make returns free for specific return reasons. For example, if the customer received the wrong product, you may want to waive the return fee.
Prevent specific items from being returned
Use this rule if some items are excluded from your return policy, such as personalised, customised, or hygiene-sensitive products.
Prevent an order from being returned if it contains a specific item
Use this rule if the presence of one specific item should block the full order from being returned.
Use item property-based return rules
Important: This return rule is only available for shipments originally created via API v2. Using API v2, you can indicate item properties for outgoing shipments. These properties can then be retrieved for returns processed through the Sendcloud Return Portal.
You can create return rules based on item properties such as size, colour, or custom attributes. For example, you can prevent returns of customised products.
-
True/False values: Not case-sensitive. For example,
trueand TheyTrueare treated the same. -
Other values: Case-sensitive. For example,
blueandBlueare treated as different values.
Some shop integrations import item properties, but this is not guaranteed for all integrations.
Promote item exchange by assigning return fees to refund methods
IF Refund method EQUALS Item Exchanges THEN Return fee is €0
IF Refund method EQUALS Shopping Credit THEN Return fee is €0
You can use this setup to encourage exchanges or store credit by charging a return fee only when the customer chooses a money-back refund.
Ship with a specific carrier contract depending on the brand
If you manage multiple brands or return addresses, you can use return rules to apply a specific carrier contract to returns from a selected brand.
Prevent returns from specific countries
Use this rule to block returns from countries that are outside your return policy.
If a customer tries to return an order from a blocked country, they will see an error message.
Block specific items from being returned from specific countries
When using multiple conditions, combine them with AND if the rule should only apply when all conditions are met. Using OR may cause the rule to apply more broadly than intended.
Ship with a specific return shipping option per country
If you ship on your own carrier contract, you may want to preselect which shipping option customers can use for return labels. The Ship with rule lets you select a shipping option based on the From country condition.
When this rule is applied, the Return Portal only shows the selected shipping option to the customer. Other enabled return options will not be shown for that return.
For example, if both GLS NL and PostNL are enabled in your Return Portal settings, but your return rule specifies Ship with PostNL Easy Return, the customer will not see GLS NL as an option.
Things to know about the Ship with rule:
- The available shipping options are based on the carriers you enabled in the Return Portal settings.
- You must enable the relevant return option in your Return Portal settings.
- You can select only one shipping option per return rule.
- The rule applies to returns that meet the selected From country condition.
Important notes when excluding values
To exclude values, such as specific countries, use the is not operator in your return rule conditions.
If you add several conditions, combine them with AND so the rule applies only when all conditions are met. If you use OR, the rule will be triggered when at least one condition is met, which can make the rule apply more broadly than intended.
Example: Excluding countries from a shipping option
You want to exclude France, Spain, and the United Kingdom from return shipments with PostNL Return because you prefer to use a different return option for those countries.
- If the return is sent from France, all exclusion conditions match, and the return will not be shipped with PostNL Return.
- If the return is sent from Poland, the exclusion conditions do not match, and the return can be shipped with PostNL Return.
Best practices for return rules
- Keep rules specific and easy to understand.
- Use clear rule names so you can quickly recognise what each rule does.
- Check the order of your rules, especially when several rules can apply to the same return.
- Use AND when all conditions must be met.
- Use OR only when the rule should apply if at least one condition is met.
- Test your rules before relying on them for all returns.
How can I create a return through the Return Portal?
- Go to the Shipped tab.
- Click the eye icon next to a created label.
- In the detail view, click Actions.
- Select Create a return with the Return Portal.
Alternatively, see How customers can create a return.
What happens to my return portal and return rules if I downgrade my subscription plan?
If you downgrade from Premium or Pro to Growth, your return portal will remain active. However, Premium features such as paid returns and custom return reasons will be disabled. Your existing return rules will not be automatically modified or disabled, even if they use features that are no longer available on your plan. We recommend reviewing and updating your return rule configuration after downgrading to ensure your return process continues to work as expected.
If you downgrade from Growth to a lower plan, your return portal will become inactive. Your existing return rules will remain saved in your account, but they cannot be enabled unless you upgrade to a plan that includes the return portal.