Set up return label checkout

Updated 2026-09-07

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Return label checkout lets a customer purchase a label that ships a package back to your return address — rentals, repairs, and mail-it-back programs.

When to use returns

Gear must come back to your warehouse
You do not want to email one-off return PDFs
The customer should pay (or you absorb cost via rules/coupons you configure)

For outbound + return together, prefer round-trip checkout.

Requirements

Portals-enabled plan
Correct return destination for inbound packages
Preset packages that match how customers will pack returns
Automation / portal package limits that allow inbound lanes to your facility

Setup steps

Create a return portal / checkout flow.
Lock the destination to your return warehouse when the product supports a fixed return-to address.
Add presets (for example “small soft case”, “medium box”).
Configure carriers/services you accept for inbound.
Brand the page and publish the link (email after rental, QR at pickup, etc.).
Buy a test return label yourself and confirm the PDF and destination.

Customer experience

Customer opens the return link.
Optional: enters original order number + email (shown when the portal locks ship-from to your warehouse) to prefill addresses and packages.
Confirms package preset and ship-from (their address).
Pays for the return label.
Prints and drops the package with the carrier.

For Shopify merchants, open returns also sync into NitroMule Incomplete when read_returns is authorized — staff can buy return labels from Orders.

Operational tips

Spell out what must be included (serial cards, chargers)
Match presets to the outbound packaging when possible
Staff the return dock for the carriers you enable
Use forms with labels if you need RMA numbers before labeling

Troubleshooting

Label ships to the wrong warehouse → fix the portal return-to address
Customer cannot get rates → validate their ship-from; check presets
Need dashboard-side returns instead → return and round-trip