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Set Up Return to a Drop-off Location for Returns

Plans: Enterprise Platforms: All platforms


Overview


AfterShip Return’s Return to a drop-off location return method enables merchants to use multiple carrier accounts to offer shoppers a choice between different return methods. Shoppers can select the return method that best suits their needs—whether they prefer printing a label and boxing the item themselves, or simply dropping off the item using a QR code with no printing required.


Benefits


  • Shoppers can choose the return method most convenient for them, enhancing overall satisfaction and brand loyalty.
  • Merchants can leverage the strengths of multiple carriers without being limited to a single return method.
  • Offering convenient return options can lead to fewer complaints and support tickets related to returns.


Prerequisites


  • Before enabling the Return to a drop-off location return method, make sure to set up country or region-specific routing rules to be able to give customers the option of a return drop-off to the nearest carrier drop-off location.
  • Add the ** carriers ** that support QR codes in the return labels for an easy return drop-off in the AfterShip Returns ** Shipping ** section. Carrier account integration is also required for return labels to be automatically generated after RMA approval.


Enable pickup from the shopper location for returns



Step 1: Add "Return to a drop-off location" as a return method


To enable this feature, configure the return routing rule to include Return to a drop-off location as a return method.


  1. Go to the Return policy section, then Return routing rules in the AfterShip Returns admin.
  2. Select the country or region to enable the return pick-up service.
  3. Select the existing routing rule or set up a new one to enable the Return to a drop-off location return method.
  4. On the return routing rule configuration page, edit the name of the rule, set up the conditions, and enable the return methods to offer customers when they submit returns through the returns page.
  5. 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 return method settings.
  • Select Return to a drop-off location to begin configuring the return method.


Step 2: Configure the return method


  1. In the Return method settings section, customize the name and description for this return method.
  2. Under the Prepaid return labels section, connect a carrier account that supports QR codes in return shipping labels for easy drop-off in carrier designed locations.
  3. Click Set up shipping to be directed to the Return shipping page to set up a carrier account.
  4. On the popup window, search for the carrier and add the required information to set up the carrier account successfully.
  5. 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 let shoppers know how to drop-off the return package at one of the carrier’s drop-off points.


  • Carrier: Select the carrier and the service type. This carrier will provide the information of the nearest drop-off location where shoppers can return the package.
  • Package size: Select the package size to calculate accurate label rates for a return drop-off.
  • Return location: Select the warehouse location where the return item will be sent back.


In the Returns shipping section, configure package sizes according to the pre-agreed prices with the partnered carriers and return locations.


  • Click Save.


Step 3: Set up return costs


Configure the cost for returns and handling fees for this return method. 


  • Set a flat fee, a percentage of the returned value, or an estimated label cost.
  • Select Free to offer return to a drop-off location method free of any charges to Do not display the cost of return at all.


Step 4: Configure returns instructions


Configure return instructions for shoppers to guide them on how to prepare for the return drop-off at one of the recommended carrier locations. This includes details about packaging, labels, drop-off, and other return requirements.


Shopper experience


  • When initiating a return, the shopper is presented with return options. If Return to a drop-off location return method is available, they can select it as their preferred method.




  • After the return request is submitted, it goes through the standard approval process. Once the RMA is approved, the system integrates with the supported carrier to generate a QR code in the shipping return label required for the drop-off. If auto-approval is enabled, return label will be auto-generated if you've correctly set up the corresponding shipping information (carrier, package size, and return location) for the return method.


  • A QR code is automatically created via the carrier's system, provided you have enabled the QR code generation while setting up the carrier account. This QR code serves as the digital label that the shopper can use at the drop-off location.


  • Based on your return Shipping settings, customers will receive a return label or QR code, or both in the RMA approved email notification and on the returns list page. The shopper also sees a View locations button on the returns page or Get directions in the RMA approved email, which allows them to view available drop-off points near them.





  • The shopper takes the item and the QR code and the return label to the drop-off location. The return is processed by the carrier using the QR code.


Merchant experience


The Return label display options only control what shoppers can see from their end. Once the QR code display option is checked, merchants can see both the shipping label and QR code on the RMA detail page.



Troubleshooting tips


  1. QR code generation issues: If a QR code is not appearing for the RMA, check the carrier account integration and ensure the carrier supports QR codes. Double-check the return shipping information for accuracy, including package size and return location.
  2. Return method not available: Ensure the Return to a drop-off location return method is correctly configured in the return routing rules. Verify that the country/region-specific routing rules are properly configured and that carrier accounts supporting QR codes are linked.
  3. Return label not generated: If a return label isn't being generated, confirm that all the shipping details (carrier, package size, and return location) are set up correctly in the return method configuration.
  4. Incorrect return costs displayed: Double-check the return cost configuration. Ensure that you’ve enabled and selected the correct cost method (flat fee, percentage, or free). Make sure Cost of returns is not set to Do not display in the return method configuration.
  5. Shopper return instructions missing: If return instructions aren’t showing up for the customer, review the "Return instructions" in the return method configuration section and make sure it's properly filled out with the necessary steps for drop-off.
  6. Incorrect package size or return location: Ensure that the package size and return location fields are filled correctly, as these determine the shipping label rate and where the return item will be sent. Recheck the carrier's pre-agreed prices if necessary.


Key takeaways


  1. Merchants can enable the "Return to a drop-off location" method to shoppers the option to return items either by printing a label and packaging the item themselves, or by simply dropping off the item at the nearest carrier location using a QR code.
  2. Merchants can use multiple carriers without being dependent on a single carrier for returns, as long as the carrier supports QR code return labels.
  3. Steps to enable Return to a Drop-off Location return method:


  • Step 1: Add Return to a drop-off location to the return routing rule. This includes configuring return policies and setting conditions for each country/region.
  • Step 2: Configure the return method, connect carrier accounts that support QR codes, and set up shipping details.
  • Step 3: Set up return costs, including fees for return shipping.
  • Step 4: Configure return instructions to guide customers on how to drop off returns.


  1. Once the return is approved, a QR code is automatically generated for the shopper, simplifying the process by allowing returns without needing to print a label. The QR code can be scanned at the drop-off location.
  2. Merchants have control over the return label display in the Return shipping section for the supported carriers. Once the QR code and return label option is activated, both will be visible in the merchant’s RMA detail page.
  3. Merchants can choose how to charge for returns, whether through flat fees, a percentage of the return value, or by offering returns for free.


Additional resources




Updated on: 17/06/2025