Purpose: Learn how you can automatically apply return rules to charge different return fees to your customers based on their shipping country. Return rules allow you to align the return portalIn progress, preview with your return policy in a quick and easy way.
What are 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. You can use return rules to charge your customers a different return fee depending on which country the return is shipped from.
For example: You can set up a return rule to charge a fee of €5.00 for all returns from Germany. This rule will override the fee in your return portal only when a return meets the following condition:
- IF (From country) IS (Germany) then (Return fee is) €5,00
How can I create a return through the return portal?
- You can either create a return by going to Shipped.
- Click on the eye icon to create a label.
- Go to Actions and click
- Create a return with the return portal, or the customer can create a return by following: these steps. In this article, you will find more information about creating returns in the Sendcloud panel.
Return rules will not be applied to manual returns. These rules only apply to returns created in the return portal.
Enable your return fee
Before return rules can be applied, the return portal must be activated. Click here to see how to set up your return portal.
Next, you need to enable a return fee:
- Go to Settings () and click on Returns.
- Click the box Enable return fee
- Enter a default return fee in euros and click
Set up your Return rules
- In your Sendcloud account, navigate to Settings () > Return rules
- Click on
New return rule
- Give your new rule a Name
- Choose an IF condition (From country/To country), a determination (Is/Is not)* and an action to apply (Return fee is)
- Enter a return fee amount in euros (decimals are allowed)
Save return rule
Edit return rules
In the return rule overview (Settings > Return rules) you can:
- Create new return rules
- Edit existing rules by clicking
- Change the order of existing rules using the arrows
- Activate or deactivate existing rules by toggling them on or off
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.
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. Use the condition "If from country is XXX then Unable to return". 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.
If you haven't already added a link to your return policy, you can do so by going to Settings () > Returns and enter the URL for your return policy on your website in the correct field.
Return rule examples
Rule 1: If “From Country” is not the Netherlands, then the return fee is 5 EUR.
Rule 2: If “From Country” is Belgium, then the return fee is 3 EUR.
In this example, when the return comes from Belgium, the return fee shown to the customers will be 3, while others that are not from the Netherlands will be 5 EUR. (For Netherlands, customers will see the return fee set in the default setting as the rule cannot be applied).
If Rule 1 and 2 switch places, then the returns coming from Belgium will also be 5 EUR. This is because the rules are applied from the top down; the bottom rule will override the top rule.