Purpose: Learn how to enable pickup returns via the return portal so you can arrange to have a carrier collect a return parcel directly from your customer.
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What are pickup returns?
A pickup 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 pickup themselves via the Return portal.
The pickup 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 pickup returns?
Netherlands/Belgium
GLS NL (direct contract only)
Once a pickup is arranged, the scheduled collection will take place the next working day between 9:00-17:00 for locations in the Netherlands**. Your customers will receive an email confirmation automatically from the Return portal confirming their pickup.
**If the return is announced after 17:00, the pickup will be scheduled two working days later. E.g. if you announce a pick up return at 5:10pm on a Wednesday, the pickup date will be Friday instead of Thursday.
Available shipping methods:
-
GLS BusinessParcel Return Pick Up 0-32kg
- GLS EuroBusinessParcel Return Pick Up 0-32kg
DHL Express NL (direct contract only)
Once a pickup is arranged, the scheduled collection will take place the next working day between 9:00-17:00 for locations in the Netherlands**. Your customers will receive an email confirmation automatically from the Return portal confirming their pickup.
**If the return is announced after 17:00, the pickup will be scheduled two working days later. E.g. if you announce a pickup return at 5:10 pm on a Wednesday, the pickup date will be Friday instead of Thursday.
Available shipping methods:
- DHL Express Worldwide Return Pick-up
GLS NL
UPS
Belgium
UPS
DHL Express
United Kingdom
Evri C2C (UK)
Once a pickup is arranged, the scheduled collection will take place the next working day between 9:00-19:00. Pickup only possible on weekdays. It's not possible to cancel a pickup via the Sendcloud panel - create a support request if you wish to cancel a pickup.
Cut-off time: 23:59 UK time
Available shipping methods:
- Evri C2C Collection Return Standard Delivery (0-1kg; 1-2kg; 2-5kg; 5-10kg; 10-15kg)
UPS
Once a pickup is arranged, the scheduled collection will take place the next working day. This usually takes place at the end of the day, but no fixed collection windows are available as yet. Pickup only possible on weekdays.
Applications may void forward shipments up to 28 days after initially processing them. Return shipments can be voided until 2 a.m. Eastern Time the following night.
No set cut-off time, but please keep in mind when the pickup must take place and allow enough processing time.
Available shipping methods:
- UPS Standard Return 0-70kg
- UPS Express Saver Return 0-70kg
Spain
CTT express (Spain)
Arrange a pickup in combination with a return. If a label is created with this return method, a pickup will automatically be arranged for the next work day. The pickup fees are not included in the pricing.
CTT Express works in 2 different shifts:
Morning shift: 10:00 - 14:00
Afternoon shift: 15:00 - 19:00
Available shipping methods:
- CTT Express Baleares Devolucion + Recogida 24h
- CTT Express Baleares Devolucion + Recogida 48h
- CTT Express Devolucion + Recogida 24h Peninsula Iberica
- CTT Express Devolucion + Recogida 48h Peninsula Iberica
SEUR v2 (Spain)
Once a pickup is scheduled, the collection will take place the next working day between 9.00 and 18.00. Collections are possible from Monday to Friday (excl. public holidays).
Cut-off time for next day pickup: 17.00.
Available shipping methods:
- SEUR 24 Retorno + Recogida
- SEUR 48 Retorno + Recogida
Maximum weight: 30 kg
GLS ES
MRW
UPS
DHL Express
Deutschland
Hermen
UPS
DHL Express
Austria
UPS
DHL Express
France
Colissimo
UPS
DHL Express
Italy
Poste Delivery Business (Italy)
The pickup is booked automatically when announcing the label (no need to schedule it manually online or by phone). The collection will take place the next business day between 9:00-18:00. Pickups are only possible from Monday to Friday (excl. public holidays).
After the label (pickup return) is created via the return portal or via the manual return form, you will be able to download a PDF where it is stated that the pickup has been successfully booked and that it is not necessary to print the label. The carrier will bring the label with them.
In case the first pickup return attempt fails, please schedule an incidental pickup via your Sendcloud account at the end customer's address. This is subject to regular pickup fees.
Available shipping methods:
- Poste Delivery Business Standard Reverse Paperless Pickup
- Poste Delivery Business Express Reverse Paperless Pickup
DHL Express
Return pickup is only available for Sendcloud Premium users. Once the return label is created, the pickup will be scheduled automatically. The pickup time is from 09:00 to 12:00 and from 14:00 to 17:00, Monday to Friday.
Available shipping method:
DHL Express Domestic Return Pick-up
GLS IT
Returns are only available via direct contract. The package is picked up at the customer's address and is automatically scheduled when the return label is created. The pickup time is from 13:00 to 18:00, Monday to Friday.
Available shipping method:
GLS National Express Return - Pick&ReturnService 0-70kg
How can I enable pickup returns in my account?
- In your Sendcloud account, go to Returns > Return portal
-
Under the section Return method, tick the box Arrange a pick-up
- Scroll down to the section Enabled carriers and ensure you select a carrier which supports pickup returns (GLS NL, DHL Express NL, CTT Express, SEUR, Evri C2C, Poste Delivery Business, UPS)*
How can my customer request a pickup return?
If you have already activated your Return portal, customers will be able to select pickup 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.
- In the Return portal, select Arrange a pick-up from the list of options in the section How would you like to return
- On the Summary page, click Confirm
- The customer will see a Success page and receive an email confirmation which will confirm the pickup date (next working day).
- The pickup 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 pickup is confirmed, a more accurate pickup time will be communicated by the carrier by email to your customer.
- It's not necessary for your customer to print out the return shipping label when they schedule a return pickup GLS NL or CTT Express. The driver who will perform the pickup 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 pickup return?
You must cancel the pickup 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 pickup return will still take place and you will still be charged.
- In the Sendcloud panel, go to the Returns > Overview
- Locate your pickup return in the list of return labels
- Select the return in the list and click the Cancel returns button:
FAQ's
Q: Can I cancel a pickup?
A: If your customer wants to cancel a return, you can easily cancel it on their behalf provided you do so before 5pm on the day of booking. This is because the pickup will take place on the next working day from when it is scheduled. Once cancelled, you will receive an email from the carrier to schedule a new pickup. It's not possible to change
Q: Can my customer cancel a pickup?
A: Only you can cancel a pickup, either through the Sendcloud panel or by contacting the carrier directly. This must be done before 5pm on the day you book the pickup return.
Q: Can I change the time of a pickup once it's been scheduled?
A: Unfortunately not. You can only cancel a pickup completely, and then book a new one for the correct time.
Q: What happens if the customer if not home when the carrier arrives to complete the pickup?
A: You will be charged for the failed pickup. The customer will receive an email to make a new appointment. You will also be charged for any new pickup the customer books.