Return rules

Purpose: Learn how you can create return rules to have more control over which items your customers are allowed to return, and from which countries. 

How can I use return rules?

Return Rules

Return rules work similarly to shipping rules - they are predefined actions that will automatically apply to new returns created through the return portal and Returns API v3.

Why use return rules?

1. Have more control over which items your customers can and cannot return
2. Automatically define from which countries you allow returns
3. Ship with a specific return method for specific countries 
4. Charge different return fees for different countries

In the example below, this return rule will display a €2.00 return fee in the return portal (or Returns API v3), but only for returns from Germany: 

Further down this article, we list some Return rule examples.

Set up your return portal

Before return rules can be applied, the return portal must be activated. Click here to see how to set up your return portal.

Step 1: Enable a return fee:

1. Go to Returns > Return portal
2. Enter a default return fee in euros and click Save

Step 2: Enable 'Return with' actions and carriers:

1. Go to Returns > Return portal
2. Scroll down until you see the section Return method
3. Select the methods you want to enable
4. Scroll down until you see the section Enabled carrier
   
   
   
5. Select the carriers you want to enable for your return shipping methods

Set up your return rules

1. In your Sendcloud account, navigate to Return rules > Click on New return rule
   
2. Give your new rule a Name
3. Choose a source ("Apply to"):
   • Return Portal – The rule applies only to returns created through the return portal.
   • Returns API v3 – The rule applies only to returns created via API.
   • Both – The rule applies to all returns, regardless of how they are created.
4. Choose an IF condition (for example, From country), a determination (Is/Is not)*, a value (for example, Germany), and an action to apply (for example, the Return fee is...)
5. In this example, a field appears where you can enter a return fee amount in euros (decimals are allowed)
6. Click Save return rule
7. Edit existing rules by clicking ⋮ or change the order of existing rules using the arrows
8. Activate or deactivate existing rules by toggling them  on or off. When you delete, edit or change the order of your return rules, it will affect the following incoming returns and not the returns that are already created.

How can I see if a rule has been applied to a return?

You can see if a return rule has been applied by going to the label details view of a return.

Application on the Return Portal and Returns API v3

Return Rules works not only with the Return Portal but also with the Returns API v3. This allows you, especially if you are handling high return volumes or using custom integrations, to automate your return processes more effectively.

How It Works

When setting up a return rule, you can now specify whether it should apply to:
Return Portal – Rules apply to returns created through the customer-facing return portal.
Returns API v3 – Rules apply to returns created via API.
Both – Rules apply regardless of how the return is initiated.

To configure this:

1. Go to Returns > Return Rules
2. Click on "Create New return rule" or edit an existing rule.
3. Select the source in "Apply to": Choose whether the rule should apply to the Return Portal, Returns API v3, or both.
   
4. Set up your conditions and actions as usual.
5. Save the rule to apply it.

Important Notes:

• Some rules are specific to the Return Portal and will be greyed out when setting up rules for the API.
• Return rules applied via API override manual request values if the apply_rules: true parameter is used in the API request.
• If you use an external return solution (e.g., ReturnGo), check with the provider to confirm they support Return Rules API v3. Simply setting up rules in your Sendcloud account won’t apply automatically unless the third-party provider has implemented this functionality on their end.

For API users, make sure to include "apply_rules": true when creating a return via API to ensure the rules are correctly applied.

Example return rules

Charge return fees depending on return country

You can set up a return rule to charge a fee of €5.00 for all returns from Germany. This rule will charge your customers a fee of €5.00 for all returns from Germany, and will override the default fee in your return portal when a return meets this condition. 

Return fee based on return reason

You can set up a return rule based on the return reason. If your customer ordered multiple sizes of the same product or if they ordered the wrong product, you might want to add a return fee. However, if they got the wrong product by mistake, you probably want to let them return the product for free. 

Prevent specific items from being returned

You can make certain items exempt from a return, for example, if you sell customisable items that are outside of your return policy, you can use this rule to block those specific items from being returned. 

Prevent an order from being returned if it contains a specific item

For example, if you're a retailer for socks, you can use this rule to prevent your end-customer from returning pyjamas. 

Implement Item Property-Based Return Rules

You can create Return Rules based on item properties like size or color. For example, you can prevent returns of customised items, such as personalized products.

Example of how the return rule can be used:

Ship with a specific return shipping method depending on the items' weight

You can automate the choice of your return shipping method when shipping items of different weight categories. For example, if you ship a ski set, you can assign a return shipping method suitable for big or heavy items. 

Promote item exchange by assigning return fees to specific refund methods

Stimulate future purchases by charging a return fee if a customer chooses the Money Back refund method. 

Ship with a specific carrier contract depending on the item's brand

In the Sendcloud panel, each return address corresponds to a specific brand. Using shipping rules, you can match a carrier contract with each brand. For instance, if you manage two brands in different countries, you can designate a specific shipping contract for each brand.

Prevent returns from specific countries

You can use return rules to block your customers from making returns from countries which are outside of the conditions of your return policy. You can do this multiple times for all of the countries you want to block returns from. 

If a customer tries to return an order from a blocked country, they will see the error below. 

Block specific items from being returned from specific countries*

*Note: Ensure that you toggle the switchMatch ALL of the conditions for this rule to be correctly applies only when the named item is to be returned from the specified country. 

Ship with a specific return shipping method per country

If you ship on your own carrier contract, you might prefer to pre-select the shipping method that your customers can choose to make their return labels. The rule Ship with allows you to select a shipping method for returns based on From country: 

When this rule is applied, the return portal will only show the corresponding return method as a shipping option to your customer in your return portal, preventing them from seeing or selecting any other carriers you have enabled as return options.

For example, if you have enabled both GLS NL and PostNL in your return portal settings, but your return rule specifies Ship with "PostNL Easy Return", your customer will not see GLS NL as an option in the return portal. 

Some points about the "Ship with" return rule: 

• The shipping methods you can specify with this rule are based on the carriers you have enabled in the return portal settings
  • E.g., if you want to use PostNL Easy Return, you must have enabled the carrier PostNL 
•  You must have enabled the relevant return option in your return portal settings, e.g. if you want to use the shipping method GLS Business Parcel Return Pick up 0-32kg, you must enable the return method Arrange a pickup
• You can only select one return shipping method per return rule
  • If you need to cover different weight classes, you need to create multiple rules 
• The rule will be applied to returns which meet the following criteria:
  • The end customer's shipping country matches the From country condition
  • The parcel weight is within the range specified in the selected shipping method, e.g. if your parcel weights 3kg but your return rule specifies shipping method Correos Return delivery 0-1kg, the rule will not be applied. 

Return rules will not be applied to manual returns. These rules only apply to returns created in the return portal.

Important notes when using a return rule to exclude values

To exclude values (e.g. you want to exclude certain countries) in a return rule, you will use the "is not" operator in the conditions you add.

If you have added several conditions, it is important that you activate the option "Match all the conditions of this rule".

If you activate "Match any conditions of this rule" instead, and in case at least one of the conditions is met, the rule will be triggered and the action will still be applied. Thus, you would not have succeeded in excluding all the values you wanted to exclude.

Click here to see an example

You have decided to exclude France, Spain and the United Kingdom from your return shipments with PostNL Return. You prefer to use a different return method for those countries.

• You need to create a return label for a return sent from France. You don't want to use PostNL Return. All the conditions of this rule match, therefore the action (ship with PostNL Return) does not apply and the return won't be shipped with PostNL Return.
• In case the return comes from Poland, for instance, the action of this rule (ship with PostNL Return) would apply and the parcel would be shipped with PostNL Return.

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Related articles

→ How to set up your return portal

→ How customers can make a return

→ How to process your return shipments