Pick-up returns

Purpose: Learn how to enable pick-up returns so you can arrange to have a carrier collect a return parcel directly from your customer. In the UK, Evri dropoff supports pick-up returns.

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→ How do I set up my return portal?

What are pick-up returns?

A pick-up return is a return method you can offer to your customers through the Return portal. Once enabled, customers will be able to request a carrier collect a parcel directly from their address to return to you. Your customers can easily arrange a pick-up themselves via the Return portal.

The pick-up return feature allows you to go the extra mile for your customers who can't easily access a parcel shop, or for parcels which are too large to return easily. Your customer doesn't even need to print out the return label - the driver who collects the return parcel will label it on their behalf.

Which carriers support pick-up returns?

Evri dropoff (UK)

Once a pick-up is arranged, the scheduled collection will take place the next working day between 9:00-19:00. pick-up only possible on weekdays. It's not possible to cancel a pick-up via the Sendcloud panel - create a support request if you wish to cancel a pick-up.

Cut-off time: 23:59 UK time

Available shipping methods:

• Evri dropoff Collection Return Standard Delivery (0-1kg; 1-2kg; 2-5kg; 5-10kg; 10-15kg)

How can I enable pick-up returns in my account? 

1. In your Sendcloud account, go to Returns > Return portal
2. Under the section Return method, tick the box Arrange a pick-up
   
   
3. Scroll down to the section Enabled carriers and ensure you select a carrier which supports pick-up returns (GLS NL, DHL Express NL, CTT Express, SEUR, Evri dropoff, Poste Delivery Business, UPS)*
   
   
    

How can my customer request a pick-up return?

If you have already activated your Return portal, customers will be able to select pick-up return as a return option once they have entered their tracking number/order number and postcode and selected a return reason. You can find out more about how customers can make returns here. 

1. In the Return portal, select Arrange a pick-up from the list of options in the section How would you like to return
   
   
    
2. On the Summary page, click Confirm 
3. The customer will see a Success page and receive an email confirmation which will confirm the pick-up date (next working day). 
   
   
4. The pick-up will now be scheduled for collection the next working day (GLS NL, DHL Express NL) (if scheduled before 17:00) between 9:00-17:00 and returned to the sender address. Once the pick-up is confirmed, a more accurate pick-up time will be communicated by the carrier by email to your customer. 
5. It's not necessary for your customer to print out the return shipping label when they schedule a return pick-up GLS NL or CTT Express. The driver who will perform the pick-up will bring the return label and label the parcel when the collection takes place. When you ship with DHL Express NL, we advise to put the label in the box of the outgoing shipment or send the client a PDF with a return label via email at a later time. 

How can I cancel a pick-up return? 

You must cancel the pick-up return before 5pm on the same day as you book the return. The return will take place the following day, therefore any cancellations received after this time will not be received by the carrier on time and the pick-up return will still take place and you will still be charged. 

1. In the Sendcloud panel, go to Returns > Overview
2. Locate your pick-up return in the list of return labels
3. Select the return in the list and click the Cancel returns button: 

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