Why am I not able to make a return through Easy Return?

Have you tried to add your Tracking Code or your Order ID but you're still facing issues with Easy Return?

Easy Return may not work due to one of the following reasons: the shipment is manual or was created via Excel; the order does not have a Delivered status; the order does not match your Return Rules; the carrier does not support return labels; the order was created outside ShippyPro without the required item data; the shipment is already marked as a return; the carrier requires a closeout that has not been run; or special characters are present in the Transaction ID or item fields.

Let's see what the reason might be!

1. Manual shipment, via Excel or via API

Please note that it's not possible to employ Easy Return for Manual or Excel Shipments.

Since it needs articles details from the item to return, Easy Return Form works only with orders coming from a Marketplace.

This condition is also applied for orders via API. In the PutOrder or PutShippedOrder call, it is necessary to enter the item details so that they can be returned via Easy Return: "title", "quantity", "price", "sku", "imageurl".

2. Delivered Items

Also remind that Easy Return will only be able to accept completed tracking status.

Check from Orders page via Global Search or Track&Trace Overview if the shipment has been marked has Delivered.

If a carrier stopped sending tracking updates or reported the delivery incorrectly, you can manually mark the shipment as delivered. This unlocks the order for Easy Return the same way an automatic "Delivered" status would. How to mark an order as Delivered manually →

3. Return Rules

It's possible that the order you're trying to return doesn't match the Return Rules applied.

If you see this error, review your Return Rules to identify which condition is blocking the return, then adjust the rule or the order data and try again:

Some examples may be:

• Missing recipient Country among Return Rules

• Order value not matching the values selected

4. ShippyPro Order ID

Easy Return only recognises Marketplace Order IDs and Tracking Numbers, which you can easily find from Shipping Labels section:

5. Carrier doesn't support returns

Verify whether you Carrier supports return label creation from this page; if not, unfortunately you won't be able to use it with Easy Return.

6. Orders must have been shipped via Shippypro

Only an order that is present in ShippyPro can be returned via Easy Return!

If you have shipped an order outside Shippypro's platform you can still return it using our Easy Return by importing its data via our PutShippedOrder API call.
In order to work there must be a data match!

7. Be sure you are not returning an article sent as "return"

 If the shipment is already marked as a return, you will not be able to use Easy Return mode. 

Go shipment:

  

Return Shipment:

​

8. Make sure the shipment was closed out

If you encounter any problems creating the return via the Easy Return functionality, you must also verify that the closeout of the shipment has been run for those carriers that require it (e.g., Royal Mail). In case the closeout is missing, you will not be able to track the shipment and, consequently, you will not be able to create the return shipment via Easy Return.

9. Incorrect Transaction ID, Tracking Code, or special characters

If the Transaction ID or Tracking Code appears to be incorrect, or the system does not allow you to proceed (whether or not a specific error message is displayed), this issue is likely caused by special characters in one of the item fields (for example, in the item title or description). Remove any special characters from the affected fields and try again.

10. Special characters

If you are unable to proceed with the return request after entering the Transaction ID or tracking code, and there are no specific error messages displayed in the form, this issue may be due to the presence of special characters (for example, in the description of one of the items).

11. "There are no items to return for this order"

This error appears when the order has no item details attached — which is the case for manual shipments and for API orders where the required item fields (title, quantity, price, sku, imageurl) were not included. Easy Return is only available for orders imported from a marketplace or created via the API with complete item data. For more details, refer to section 1 of this guide Why am I not able to make a return through Easy Return?