Return Processing

In some cases, you may need to create a pre-paid return label for a customer and this can be done in Packiyo. 

Please be advised, for the most cost-effective return, we suggest UPS Mail innovations - Expedited Mail Innovations for orders 1oz-4lbs 15oz, UPS Sure Post Over 1lb for 5lbs - 9lbs 15oz,  and UPS Ground Heavy for 10lbs and above. For any questions please reach out to Customercare@shippingpilot.co. 

Packages that are returned by the carriers for any reason are tagged with the SP-Return tag in Packyio. Shipping Pilot will apply an SP-Return tag to any order that does not have a return created in Packiyo! If you need help locating this tag please check out this knowledge article: Search & Filter. 

Sections of this article:

1. Creating a Prepaid Return label

2. Adding an Expected Return to Packiyo using a customer-provided label

Creating a Prepaid Return label: 

1. Log into Packiyo. 

2. Search the order number in the global search bar at the top. 

3. Choose "Return Order" in the upper right hand corner of the order. 

4. In the prompt, choose the correct number of items needed for return processing. 

5. The "Reason" field is optional and does not need to be filled out. If the customer is not providing their label you do not need to check the box. If they are providing their own label, please check this box. Click "Complete" once you are ready to move to the next screen. 

6. On the next screen you will choose the shipping method. By default it will say "Generic". This is not a real shipping option. Please be advised for the most cost-effective return, DHL eCommerce Ground is the best service (second photo). However, you can choose USPS Priority Mail, Ground Advantage, UPS Ground, FedEx Ground. In all cases, the label fee will be billed to you via an invoice. For any questions regarding your return label fee, please reach out to billing@shippingpilot.co or create a ticket using our Online Form.

7. Once you have selected the carrier click "Complete".

8. On the right-hand side click "Returns".

9. Search the order number or locate it on the list.

10. Once the order is located, in the "Labels" column, you will click the label icon to download the label and send it to the customer.

The icon that needs to be clicked: 

Location of "Labels" column. 

If you are unable to see the "Labels" column you have to edit the columns in your view and make sure "Labels" is checked off." 

Adding an Expected Return to Packiyo using a customer-provided label: 

1. Log into Packiyo. 

2. Search the order number in the global search bar at the top. 

3. Choose "Return Order" in the upper right-hand corner of the order. 

4. In the prompt, choose the amount of items needed for return processing. 

5. The "Reason" field is optional and does not need to be filled out. Since the customer is providing their own label you will need to check the box " Customer is providing their label". Click "Complete" once you are ready to move to the next screen. 

6. You will click "Complete" on this screen which will bring up the "Confirmation" Prompt on the next screen. 

7. Click "Confirm"

8. You will receive this confirmation in the upper right corner: 

8A: To double check, click Returns on the left-hand side of your screen. 

8B: You can view the returns and their current status. 

8C: You can edit your columns to make sure the ones you need are visible.