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How to create an international (outside EU) return in Sendcloud

Louise
  • Updated

Topic: Learn how you can create a return shipment for an international order via Sendcloud. 

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How to create an international return

You can create an international return directly from your Sendcloud panel. This can be done manually through the manual return form, or directly from the detailed view of an outgoing shipment.

You can also offer international returns via the Return portal. Read our dedicated section for more information.

Available shipping methods:

(All currently available methods require a direct contract with the carrier.)

  • FedEx International Economy®
    • Returns 0-68kg - Incoterm DAP
    • Returns 0-68kg - Incoterm DDP
  • FedEx International Priority®
    • Returns 0-68kg - Incoterm DAP
    • Returns 0-68kg - Incoterm DDP
  • UPS Express Saver Return

    • UPS Express Saver Return 0 - 70kg Incoterm DAP

    • UPS Express Saver Return 0-  70kg Incoterm DDP
    • UPS Express Saver Return - 1 Pickup Attempt 0 - 70kg Incoterm DAP
    • UPS Express Saver Return - 1 Pickup Attempt 0 - 70kg Incoterm DDP
    • UPS Express Saver Return - Exchange 0 - 70kg - Incoterm DAP
    • UPS Express Saver Return - Exchange 0 - 70kg - Incoterm DDP
  • UPS Standard Return
    • UPS Standard Return 0 - 70kg - Incoterm DAP
    • UPS Standard Return 0 - 70kg - Incoterm DDP
    • UPS Standard Return - Exchange 0 - 70kg - Incoterm DAP
    • UPS Standard Return - Exchange 0 - 70kg - Incoterm DDP
  • DHL Express
    • DHL Express Worldwide Return Drop-off 0-70kg - Incoterm DAP
    • DHL Express Worldwide Return Drop-off 0-70kg - Incoterm DDP
    • DHL Express Worldwide Return Pick-up 0-70kg - incoterm DAP
    • DHL Express Worldwide Return Pick-up 0-70kg - incoterm DDP

link_18x18.pngFedEx shipping conditions

link_18x18.pngUPS shipping conditions

Create a return manually from your Sendcloud panel

There are two ways in which you can create a return manually from your Sendcloud panel: from the label details in the Shipped tab; or via the manual return form.

Method 1: Create a return from an existing shipment 

If you create a manual return for an existing international shipment, the information you need will already be pre-filled, so you don't need to re-enter customs information for any items which are being returned. 

  1. In your Sendcloud account, go to the Shipped labels tab
  2. Locate the shipment for which you want to create an international return and click the eye icon to view the shipment details
  3. From the dropdown Actions menu, select Create a return 
  4. The manual return form will be pre-filled with the information from the outgoing shipment
  5. Select an international return shipping method
  6. Select the items you want to include in the return and click Create label
  7. To download the customs documents, go to Returns > Not processed and click the eye icon next to the return you've just created
  8. Download the customs documents to send to your customer from the dropdown Actions menu

    download_customs_docs.png

Method 2: Create a return via the manual return form

You can create an international return using the manual return form, but if it is not linked to an outgoing shipment, then you must enter the customer and item information manually. 

  1. In your Sendcloud account, go to your Returns tab and click + New return 
  2. Select a return address (To country) and enter the customer's address information (From country)
  3. Select an international return shipping method
  4. Once you have selected a shipping method, you will be able to see a new section "International information"
  5. In this section, enter the customs information per item which will be returned: (HS code, origin country, item description, weight and quantity

    enter_item_info.png
  6. Select "Returned goods" as the shipment type 
  7. Click Create label to print the return shipping label as usual
  8. To download the customs documents, go to Returns > Not processed and click the eye icon next to the return you've just created
  9. Download the customs documents to send to your customer from the dropdown Actions menu

    download_customs_docs.png

Offer international returns via the Return portal 

This feature is only supported for existing outgoing shipments. If the original shipment was successfully created in Sendcloud, the return shipment will already have all the required information for international shipping, like the HS code, the Country of Origin and the parcel items.

Your client can decide whether to download the label directly from your Return portal or at a later stage, as they will receive an email with the return label attached. In that email, they will also find the customs document. Some carriers do not require printed versions of the customs documents as they support paperless trade. To learn more, continue to the next section: Paperless Trade.

If you need help setting up your Return portal, read our guide here.

Note: If you want to create an international return for an order that was not shipped with Sendcloud, you have to use the manual return form.

Paperless trade

FedEx and UPS support the digital transference of customs documentation to applicable countries via paperless trade. Read more about how paperless trade works via Sendcloud here. 

UPS Applicable countries:  

FedEx Applicable countries: 

  • AE,AF,AO,AT,AU,BD,BE,BG,BH,BN,CA,CH,CI,CN,CY,CZ,DE,DK,ES,FI,FR,GB,GU,HK,ID,IE,IS,IT,JP,KR,LI,LK,LT,MC,MO,MU,MX,MY,NL,NO,NZ,PH,PL,PR,PT,SA,SE,SG,SI,SK,SM,TG,TH,TN,TR,TW,US,VA