Set Up Pickup from Shopper Location for Returns
Plans: Enterprise Platforms: All platforms
AfterShip Return’s Pick-up from shopper location return method allows shoppers to schedule returns with a pickup service, offering them a more convenient and seamless return experience.
Merchants can offer at-home pickup for qualified return requests, streamlining the return process.
Shoppers can select the at-home pickup and provide preferred details such as pickup date, location, contact information, and special instructions.
Streamlined communication: Shoppers and merchants can easily share pickup details.
Improved shopper experience: Shoppers can schedule pickups directly without needing to contact the merchant.
Time-saving: The automated system eliminates the need for merchants to follow up manually with shoppers.
Merchants who wish to enable this feature, please reach out to our support team for assistance.
Prerequisites
Enable pickup from the shopper location for returns
Shopper experience
Merchant experience
Troubleshooting tips
Before you enable Return with a pick-up service return method, make sure you have set up country or region-specific routing rules to be able to give customers the option of return pick-up from their location.
Make sure you have added the supported carriers for scheduling pick-up from shopper location in the AfterShip Returns Shipping section. Carrier account integration is also required if you want return labels to be automatically generated after RMA approval.
To enable this feature, you will need to configure the return routing rule to include Pick-up from Shopper Location as a return method.
Go to the Return policy section, then Return routing rules in your AfterShip Returns admin.
Select the country or region where you want to enable the return pick-up service.
Select the existing routing rule or set up a new one, whatever works for you, to enable the Return with a pick-up Service return method.
On the return routing rule configuration page, edit the name of the rule, set up the conditions, and enable the return methods you would like to offer your customers when they submit returns through your returns page.
Scroll down to the Offer customers a drop-off or pickup option for a more convenient return experience section.
Click on Add advanced method in your return method settings.
Select Return with a pickup service to begin configuring the return method.
In the Return method settings section, you can customize the name and description for this return method.
Under the Prepaid return labels section, connect a carrier account that supports pickup services to generate return shipping labels.
Click Set up shipping and you will be directed to the Return shipping page to set up a carrier account.
On the popup window, search for the carrier and add the required information to set up the carrier account successfully.
Once the carrier account is set up, move back to the return method configuration page, and click Add shipping information to set up the required information needed to schedule return pickup and generate a prepaid return label.
Carrier: Select the carrier and the service type. This carrier will arrange the pickup from the shopper’s location.
Package size: Select the package size to calculate accurate label rates for scheduling a return pickup.
Return location: Select the warehouse location where you want the return item to be sent back.
In the Returns shipping section, you can configure package sizes according to the pre-agreed prices with your carrier and return locations.
Click Save
The following carriers support pickup scheduling through AfterShip Returns:
Aramex
Colissimo
DHL Express
DPD UK
Hunter Express
EVRi
FedEx
Porter Express
Sendle
S.F. Express
StarTrack
TNT
TNT Australia
TNT Italy
You can configure the cost for pickup by either a flat fee, a percentage of the returned value, or an estimated label cost.
You can also customize the pickup scheduling options, determining how the shopper submits their preferred pickup date and location.
Configure return instructions for shoppers to guide them on how to prepare for the pickup service. This includes details about packaging, labels, and other return requirements.
When Pickup from shopper location is available as a return option, shoppers will see it as an option when submitting their return request.
Select pickup location: Shoppers will be asked to choose their preferred pickup date and location. Please note that the actual pickup date may vary based on carrier availability.
Edit pickup address: If needed, shoppers can specify a different pickup address from the original shipping address.
Phone number required: A phone number is required for scheduling pickup.
Once the shopper submits a return request with Schedule a pickup as their return method, their preferred pickup information will be displayed on the RMA details page.
Scheduling pickup: Merchants can schedule the pickup appointment directly with the carrier and generate the shipping label.
Manual label upload: After scheduling, merchants must manually upload the shipping label to the return request. The label will then be sent to the shopper, along with the configured return instructions, via email.
Automatic label generation: If the merchant has already integrated a carrier account that supports pickup, they can approve the RMA, and AfterShip will automatically generate the shipping label and notify the carrier of the pickup requirement.
Editing pickup information: Merchants can still edit the pickup details (date, time, location, and instructions) before finalizing the pickup with the carrier.
Carrier is not supporting pickup: Ensure that your connected carrier account supports pickup services. Currently, AfterShip supports a handful of carriers. Contact your customer success manager if you need additional carrier options.
Pickup information missing or incorrect: If the pickup information does not appear or is incorrect, double-check that the shopper has entered all required details, including their phone number. Ensure that the return method settings are configured correctly on your dashboard.
Pickup date or time not available: If shoppers are unable to choose their preferred pickup date, it may be due to the pickup scheduling settings. When "Exclude weekends as preferred dates" is selected as a preference, any dates that fall on weekends will automatically be unavailable. Uncheck the option under pickup scheduling settings to allow shoppers to select any date and time they want the pickup to be done.
Return label not generated: If the return label is not generated after scheduling the pickup, ensure that you have connected a supported carrier account and have set up the proper prepaid label generation settings in the return method configuration.
Manual label upload issues: If you’re unable to upload the return shipping label manually, verify that you are uploading it in the correct section of the RMA details page. Also, check that the label format is compatible with the system.
Error in pickup appointment scheduling: If you are enable to schedule pickup appointment with the carrier, ensure that there are no conflicts with other return methods or scheduling restrictions imposed by the carrier.
If the issue persists, reach out to AfterShip Returns support for further assistance.
Overview
AfterShip Return’s Pick-up from shopper location return method allows shoppers to schedule returns with a pickup service, offering them a more convenient and seamless return experience.
Merchants can offer at-home pickup for qualified return requests, streamlining the return process.
Shoppers can select the at-home pickup and provide preferred details such as pickup date, location, contact information, and special instructions.
Benefits
Streamlined communication: Shoppers and merchants can easily share pickup details.
Improved shopper experience: Shoppers can schedule pickups directly without needing to contact the merchant.
Time-saving: The automated system eliminates the need for merchants to follow up manually with shoppers.
Merchants who wish to enable this feature, please reach out to our support team for assistance.
What you'll learn
Prerequisites
Enable pickup from the shopper location for returns
Shopper experience
Merchant experience
Troubleshooting tips
Prerequisites
Before you enable Return with a pick-up service return method, make sure you have set up country or region-specific routing rules to be able to give customers the option of return pick-up from their location.
Make sure you have added the supported carriers for scheduling pick-up from shopper location in the AfterShip Returns Shipping section. Carrier account integration is also required if you want return labels to be automatically generated after RMA approval.
Enable pickup from the shopper location for returns
Step 1: Add "Return with a pick-up service" as a return method
To enable this feature, you will need to configure the return routing rule to include Pick-up from Shopper Location as a return method.
Go to the Return policy section, then Return routing rules in your AfterShip Returns admin.
Select the country or region where you want to enable the return pick-up service.
Select the existing routing rule or set up a new one, whatever works for you, to enable the Return with a pick-up Service return method.
On the return routing rule configuration page, edit the name of the rule, set up the conditions, and enable the return methods you would like to offer your customers when they submit returns through your returns page.
Scroll down to the Offer customers a drop-off or pickup option for a more convenient return experience section.
Click on Add advanced method in your return method settings.
Select Return with a pickup service to begin configuring the return method.
Step 2: Configure the return method
In the Return method settings section, you can customize the name and description for this return method.
Under the Prepaid return labels section, connect a carrier account that supports pickup services to generate return shipping labels.
Click Set up shipping and you will be directed to the Return shipping page to set up a carrier account.
On the popup window, search for the carrier and add the required information to set up the carrier account successfully.
Once the carrier account is set up, move back to the return method configuration page, and click Add shipping information to set up the required information needed to schedule return pickup and generate a prepaid return label.
Carrier: Select the carrier and the service type. This carrier will arrange the pickup from the shopper’s location.
Package size: Select the package size to calculate accurate label rates for scheduling a return pickup.
Return location: Select the warehouse location where you want the return item to be sent back.
In the Returns shipping section, you can configure package sizes according to the pre-agreed prices with your carrier and return locations.
Click Save
Supported carriers for pickup scheduling
The following carriers support pickup scheduling through AfterShip Returns:
Aramex
Colissimo
DHL Express
DPD UK
Hunter Express
EVRi
FedEx
Porter Express
Sendle
S.F. Express
StarTrack
TNT
TNT Australia
TNT Italy
Step 3: Set up pickup costs and scheduling
You can configure the cost for pickup by either a flat fee, a percentage of the returned value, or an estimated label cost.
You can also customize the pickup scheduling options, determining how the shopper submits their preferred pickup date and location.
Step 4: Configure pickup instructions
Configure return instructions for shoppers to guide them on how to prepare for the pickup service. This includes details about packaging, labels, and other return requirements.
Shopper experience
When Pickup from shopper location is available as a return option, shoppers will see it as an option when submitting their return request.
Select pickup location: Shoppers will be asked to choose their preferred pickup date and location. Please note that the actual pickup date may vary based on carrier availability.
Edit pickup address: If needed, shoppers can specify a different pickup address from the original shipping address.
Phone number required: A phone number is required for scheduling pickup.
Merchant Experience
Once the shopper submits a return request with Schedule a pickup as their return method, their preferred pickup information will be displayed on the RMA details page.
Scheduling pickup: Merchants can schedule the pickup appointment directly with the carrier and generate the shipping label.
Manual label upload: After scheduling, merchants must manually upload the shipping label to the return request. The label will then be sent to the shopper, along with the configured return instructions, via email.
Automatic label generation: If the merchant has already integrated a carrier account that supports pickup, they can approve the RMA, and AfterShip will automatically generate the shipping label and notify the carrier of the pickup requirement.
Editing pickup information: Merchants can still edit the pickup details (date, time, location, and instructions) before finalizing the pickup with the carrier.
Troubleshooting tips
Carrier is not supporting pickup: Ensure that your connected carrier account supports pickup services. Currently, AfterShip supports a handful of carriers. Contact your customer success manager if you need additional carrier options.
Pickup information missing or incorrect: If the pickup information does not appear or is incorrect, double-check that the shopper has entered all required details, including their phone number. Ensure that the return method settings are configured correctly on your dashboard.
Pickup date or time not available: If shoppers are unable to choose their preferred pickup date, it may be due to the pickup scheduling settings. When "Exclude weekends as preferred dates" is selected as a preference, any dates that fall on weekends will automatically be unavailable. Uncheck the option under pickup scheduling settings to allow shoppers to select any date and time they want the pickup to be done.
Return label not generated: If the return label is not generated after scheduling the pickup, ensure that you have connected a supported carrier account and have set up the proper prepaid label generation settings in the return method configuration.
Manual label upload issues: If you’re unable to upload the return shipping label manually, verify that you are uploading it in the correct section of the RMA details page. Also, check that the label format is compatible with the system.
Error in pickup appointment scheduling: If you are enable to schedule pickup appointment with the carrier, ensure that there are no conflicts with other return methods or scheduling restrictions imposed by the carrier.
If the issue persists, reach out to AfterShip Returns support for further assistance.
Updated on: 24/03/2025
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