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How do parcel returns work

Learn how your customers can return parcels, and how return codes and return labels work for each carrier.

Written by Darja

Montonio or direct contract

How returns work depends on the carrier and on whether you use Montonio contracts or your own (direct) contracts.

Carrier

How the customer returns the parcel

What you need to do

Omniva, DPD, Unisend, Latvian Post (Montonio contracts)

SMS return code

Enable SMS returns in the Partner System

Venipak (direct contract)

SMS return code

Enable SMS returns in the Partner System

SmartPosti (Montonio contract)

SmartPosti self-service

Nothing, it’s on by default

DPD international (outside the Baltics)

Return label

Print the return label in the Partner System

Other direct contracts

Depends on the carrier

Contact the carrier

Return codes (Omniva, DPD, Unisend, Latvian Post, Venipak)

What are SMS returns?

When SMS returns are enabled, your customer gets a return code in the same SMS that tells them their parcel has arrived at the parcel machine.

No return label is needed. The return code replaces the label. To send the parcel back to you, your customer takes it to a parcel machine and enters the code. You don’t need to create or send anything.

  • The customer can use the code within [14 / 30] days of the parcel arriving.

    • Returns for Omniva are supported up until 30 days after order was created.

  • Returns are free for your customer. You pay for the return.

💡 Note! You can’t see the return codes. They are sent only to your customer.

How to enable SMS returns

  1. Log in to the Partner System.

  2. Go to the Carriers tab from the left-hand menu. To see Carriers tab, make sure you are in your store view.

  3. Click Get started/View to view carrier setting e.g. DPD.

  4. Enable SMS returns if needed by ticking the box.

  5. Save the changes.

Repeat for each carrier. If you use direct contracts with carriers not listed above, contact the carrier to enable returns.

Returns for SmartPosti (Montonio contract)

SMS returns are not available for SmartPosti, but regular returns are enabled for all merchants by default.

Returns for SmartPosti are supported up until 30 days after order was created.

  1. Advise your customer to go the Smartposti self service --> where the customer needs to enter original parcel tracking code.

  2. They get a return code and use it to send the parcel back to you.

  3. We’ll charge you for the return afterwards.

Return labels for DPD international shipments

For DPD shipments sent outside the Baltics with a Montonio contract, you can create a return label once the shipment is Delivered.

  1. Open the shipment in the Partner System.

  2. Click Print return label.

  3. Send the label to your customer.

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