Have you tried to add your Tracking Code or your Order ID but you're still facing issues with Easy Return?
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".
Easy Return is not currently able to let you split your multiple items orders. For this reason, every item purchased in multiple quantity should be returned entirely.
2. Delivered Items
Also remind that Easy Return will only be able to accept completed tracking status.
Check from Shipping Labels section via Global Search or Track&Trace Overview if the shipment has been marked has Delivered.
3. Return Rules
It's possible that the order you're trying to return doesn't match the Return Rules applied.
In case you see this error, check whether some of the conditions are blocking the order to be returned and try again:
Some examples may be:
-
Missing recipient Country among Return Rules
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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:
If you are using the PutOrder API call to create the orders, avoid special characters such as # in the Transaction ID.
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, during the creation of the shipment, you accidentally enabled the yellow symbol in the top right corner of the form, you will not be able to use the Easy Return mode, because the original order was already marked as return.
Good shipment:
Return Shipment:
8. Make sure the shipment was closed out
If you encounter any problems creating the return via the EasyReturns 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 EasyReturns.
9. Incorrect Transaction ID or Tracking Code
If, during the return request process, the Transaction ID or Tracking Code appears to be incorrect or the system does not allow you to proceed, this issue may be caused by the presence of special characters (for example, in the description of one of the items).
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).