Returns | Create a return

A return must be created in Bigblue for the goods to be received and restocked at the warehouse. Whether or not you've activated the return portal, you can always create one from the app.

Why do I need to create a return?

My customer wants to return their item. Why can't they ship the parcel directly to the warehouse?

Like inbound shipments, warehouse operators need to identify every parcel they receive. Creating a return announces it in advance, so the warehouse:

• knows which products to expect
• can alert you about products that weren't returned
• restocks faster

💡 Tip: explain the return process in your return policy, and remind customers they can't return an order without following it

How are returns created?

There are 5 ways to create a return:

1. By your customer, from the return portal

If you've activated the Bigblue return portal, your customer requests the return themselves. Nothing to do on your side:

• the return is created as soon as the request is submitted
• the warehouse knows which goods to expect
• it can use the shipment tracking to identify the parcel

⇒ Read this article to learn everything about the customer return portal.

2. By you, from the Bigblue app

From any order page. See When should I create a return from the app? and How to create a return from the app below.

3. By a third-party return portal, via Shopify

If you use an external return portal that synchronizes returns with Shopify, Bigblue imports them automatically:

• the return portal creates the return in Shopify
• if the return has a return tracking number, Bigblue pulls its information and creates the return

⚠️ Bigblue only imports returns that have a return tracking number.

4. Via the Bigblue API

If you manage returns in your own system, create them programmatically with the Bigblue API.

5. Carrier returns - Automatically, when a parcel is returned to sender

When a carrier returns a parcel to sender, Bigblue creates the return automatically.

⚠️ When a delivery fails (wrong address, parcel not picked up despite reminders), the carrier may announce a return to the warehouse. The return is created once the parcel is fully returned to sender.

When should I create a return from the app?

⚠️ The destination address is always the warehouse's. A custom return address can't be configured.

How to create a return from the app

1. On the order page, open the fulfillment card's dropdown menu and select Create customer return.

2. For each product, enter the quantity to return and click Create.

3. A return card appears on the order page. Its return label and return note are available in its ⋮ menu.

Return label and return note

Each return comes with 2 documents, available in the ⋮ menu of the return card:

Return label

• A prepaid carrier label is generated for each return you create.
• Using it is optional: you're only charged if it's used.
• To get it: ⋮ > Download return label, then send it to your customer.

The label doesn't download?

It's probably due to your customer's country. Return labels are available in Europe 🇪🇺 by default. International return labels (FedEx) can be activated for your account: contact our support team via the app.

Return note

The return note identifies the return. Placed inside the parcel, it lets the warehouse match the parcel to the right order and process it.

When to use it

• Your customer ships the parcel without the Bigblue return label (their own carrier, a label from another provider, etc.)
• No Bigblue return label is available for your customer's country

How to use it

• ⋮ > Download return note
• Send it to your customer
• Ask them to print it and put it inside the parcel