When it comes to returns, your clients must prepare the package before handing it over to the courier. In most cases, the shipping label will be sent to them directly after they have processed a return. In the event of a reverse shipment, you must send it to your client. It is important that after printing out the label, your clients would stick it on the package. When you process a reverse shipment, you need to remind them to do so.

The label is essential. Without the label, it is impossible to track your return.

Still, it might happen that your client forgot to stick the label on the package and handed it over to the courier without it. Although the package was picked up, the courier does not have the information to which address he must deliver the return.

In some cases, the couriers create a new tracking number and label for that return (which was not prepared properly by your client). The problem is that Outvio does not have the information about the new tracking number, and therefore there will be no tracking of the return shown in Outvio, and it will appear as not shipped (just created without any movement). Moreover, the courier might charge you additionally for not having the return prepared and having to generate a new shipment (as they have created their own label).

If a return package is sent without a label, it will most likely end up being returned to your customer (as it is not properly documented). In those cases, you must process a new return, with a new label, so that the courier is notified again and he/she could go to pick up the package. Keep in mind that in these situations Outvio can't reimburse for the return that is already processed since the pickup was requested correctly. Outvio is not responsible for the shipment leaving without properly being documented.

That is the reason why it is so important that your clients would always attach the label to the package they want to return.