Question 1

Can I include a return label with the outgoing parcel?

Accepted Answer

Yes. You are not charged for the label until your customer actually hands the return over to the carrier, so unused labels cost you nothing. This requires an integration and is available on the Enterprise plan.

Question 2

Can the buyer pay for the return?

Accepted Answer

Yes. You can set the buyer to pay the full cost, to cover part of it, or to return free of charge. This requires an integration with your shop and is available on the Enterprise plan.

Question 3

Does Shopreturns store returned goods and reship them?

Accepted Answer

Yes. Storage and reshipment are available on an individual quote, with a minimum monthly storage fee of 1500 EUR.

Question 4

Can I use Shopreturns with just a few returns per month?

Accepted Answer

Yes, there is no minimum volume - you can use the service even for a single return per month. Up to 50 returns a month you are on our Basic package, which has a fixed monthly fee plus the cost of each return. Above that you move to Standard, with no monthly fee. Your package is set automatically based on your volume, with nothing to arrange.

Question 5

Can I include a return label with the outgoing parcel?

Accepted Answer

Yes. You are not charged for the label until your customer actually hands the return over to the carrier, so unused labels cost you nothing. This requires an integration and is available on the Enterprise plan.

Question 6

Do I need to sign a long-term contract or pay hidden fees?

Accepted Answer

No. No minimum contract period and no notice period - you can close your account at any time from your dashboard.

Question 7

Can I cancel my account at any time?

Accepted Answer

Yes. You close your account yourself in the dashboard. Returns already on their way to us are completed as normal and settled on your final invoice.

Question 8

How the 100% guarantee works?

Accepted Answer

We guarantee a refund of 100% of the product value, based on your invoice, if a return does not reach you within 10 business days - 30 days for the UK - from the scan at our foreign warehouse. The same guarantee covers parcels that arrive damaged or empty. This is written into our policy with a fixed timeframe, not assessed case by case.

Question 9

How are return costs settled?

Accepted Answer

We settle monthly. You attach a payment card when you register, and each month you receive an invoice with a detailed breakdown of every return.

Your rates are recalculated every month based on your volume from the previous month, so the price per return can differ from one month to the next. There is nothing to arrange - the new rates apply automatically from the first day of the month.

Question 10

Do I need to pay a monthly fee?

Accepted Answer

It depends on your volume. Up to 50 returns a month you are on Basic, which has a fixed monthly fee. From 50 to 300 returns a month you are on Standard, with no monthly fee - you pay per return only. Above 300 returns a month, Professional pricing is prepared individually for your business. Your package is set automatically each month based on your previous month's volume, with nothing to arrange.

Question 11

What are the maximum parcel dimensions under the standard pricing?

Accepted Answer

Width plus height plus depth under 150 cm. Larger returns are handled individually.

Question 12

From which countries can I organise returns?

Accepted Answer

Nine: the United Kingdom, Germany, France, Spain, Italy, Austria, the Netherlands, Belgium and Poland.

Question 13

Which carriers do you use, and are the return addresses real?

Accepted Answer

We work with the leading operator in each market: DHL in Germany, Colissimo in France, Royal Mail and Evri in the UK, GLS in Italy, Correos in Spain, PostNL in the Netherlands and Belgium, and Post AT in Austria. Unlike operators who rely on virtual addresses, we provide real physical return points in every country, which builds trust with customers and removes the risk of rejected parcels.

Question 14

How fast does Shopreturns verify returns?

Accepted Answer

Within 48 hours of the parcel being received at our return point in your customer's country. From that moment you have the return status in your dashboard, so you can process refunds faster, keep a strong rating on marketplaces such as Amazon, Zalando and eBay, and stay in control of your stock and customer communication.

Question 15

Where can I find the foreign return addresses?

Accepted Answer

In the dashboard, under Virtual addresses. They are available as soon as the account is active, ready to be published in the shop's return policy and in marketplace seller settings.

Question 16

What integrations are available?

Accepted Answer

Marketplaces: Amazon and eBay. Shop platforms: Sellasist, IdoSell, PrestaShop, Shopify and PlentyMarkets. If your setup isn't on the list, a custom integration is available. You'll find them in the dashboard under Integrations, in the account menu - click your avatar in the top right corner. Some connect directly, others come with an installation guide for the module. Webhooks are available in the same menu.

Question 17

What can I configure in the dashboard?

Accepted Answer

You can set delivery addresses, define quality check preferences for your products, and download reports and labels.

Question 18

Can I see all returns in real time?

Accepted Answer

Yes. You get full visibility of every shipment, from the scan at the foreign warehouse to final delivery at yours, in a dashboard built specifically for online sellers rather than adapted from a general logistics tool.

Question 19

Can I download a monthly report?

Accepted Answer

Yes. All reports export to Excel or PDF.

Question 20

How do I get a return label or QR code?

Accepted Answer

It depends on how the shop you bought from has set up returns. It may be a dedicated page where you pay for the return, a link in your email leading to a page where the label is generated, or another solution the shop has chosen. Follow the return instructions from the shop - everything you need is there.

Question 21

Do I need to print anything?

Accepted Answer

Usually not. Where the carrier supports it, you can use a paperless QR code. If the carrier doesn't, or if you prefer paper, you can download a PDF label and print it.

Question 22

Do I need an account to make a return?

Accepted Answer

Yes. You create an account before starting your return, which also lets you track it at every stage.

Question 23

Where can I drop off my parcel?

Accepted Answer

At your carrier's drop-off point, using the QR code or PDF label you receive. Where you can drop it off depends on the carrier and the country - you'll see the details together with your label.

Question 24

How long does it take for my return to reach the shop?

Accepted Answer

Usually 5 to 10 working days, depending on the country and courier.

Question 25

Can I use Shopreturns with just a few returns per month?

Accepted Answer

Yes, there is no minimum volume - you can use the service even for a single return per month. Up to 50 returns a month you are on our Basic package, which has a fixed monthly fee plus the cost of each return. Above that you move to Standard, with no monthly fee. Your package is set automatically based on your volume, with nothing to arrange.

Question 26

Which marketplaces do you support?

Accepted Answer

Return flows aligned with Amazon, eBay, Zalando, Allegro, Temu, Otto, Kaufland, About You and Etsy, plus additional regional and niche platforms. Beyond that, we have direct integrations with Amazon and eBay, with more platforms coming.

Question 27

Is marketplace pricing different from standard returns?

Accepted Answer

Yes, a marketplace return is priced lower, because the marketplace covers the cost of the local return leg in the customer's country. A standard return from your own shop doesn't have that, so the full journey is on our side. Warehouses, verification and the guarantee are identical either way.

Question 28

Do marketplaces require a local return address?

Accepted Answer

In several European markets a local return address is effectively an expectation rather than an option. Without one, sellers usually pay more for reverse shipping and lose control over processing speed.

Question 29

Does my returns setup affect how I perform on the platform?

Accepted Answer

Yes, in two ways. Late responses to return requests and refund behaviour feed into account health scoring on most large platforms. And on most of them delivery time is a ranking input, so sellers shipping from a local address in the customer's country compete on the same terms as domestic sellers.

Question 30

Can the marketplace refund my customer automatically once the parcel arrives?

Accepted Answer

Yes. Enable the integration with your marketplace and set automatic refunds on the platform side - the refund is then triggered once we confirm the return. Availability depends on what each marketplace allows.

Question 31

Do you use the return carriers preferred by Zalando?

Accepted Answer

Yes. In every country where we operate we use the carrier Zalando requires - no other carrier is accepted on that platform.

Question 32

How can I track my return?

Accepted Answer

Once you hand the parcel over at the carrier's drop-off point you receive a tracking number and a link showing every stage of its journey. It can take a few hours before the first status appears. You are notified again as soon as the return is scanned at the Shopreturns warehouse.

Question 33

What happens if my parcel gets lost or damaged?

Accepted Answer

If your parcel doesn't arrive, we refund you the cost of the return. Damage is different: pack your return properly, because if a parcel arrives damaged due to inadequate packaging we can't file a claim with the carrier - carriers reject those claims.

Question 34

Who decides about my refund, Shopreturns or the shop?

Accepted Answer

The final decision is always made by the shop. Shopreturns manages the logistics and provides full documentation.

Question 35

What are my rights when shopping online in the EU?

Accepted Answer

You have the right to withdraw from your purchase within 14 days without giving any reason. The shop must accept the return and issue a refund.

Question 36

Can I include a return label with the outgoing parcel?

Accepted Answer

Yes. You are not charged for the label until your customer actually hands the return over to the carrier, so unused labels cost you nothing. This requires an integration and is available on the Enterprise plan.

Question 37

Can I use Shopreturns with just a few returns per month?

Accepted Answer

Yes, there is no minimum volume - you can use the service even for a single return per month. Up to 50 returns a month you are on our Basic package, which has a fixed monthly fee plus the cost of each return. Above that you move to Standard, with no monthly fee. Your package is set automatically based on your volume, with nothing to arrange.

Question 38

Why are returns from the UK priced individually?

Accepted Answer

Because each return has to be matched to the exact original shipment it came from not a similar one, the specific one. Our people in the UK make that link by hand, and it's what allows the return to re-enter the EU with no VAT to pay on import. Get it wrong and the seller pays VAT on their own returned goods.

That work depends on volume, product category and how the goods were originally exported, so a published rate would be misleading for most sellers.

Question 39

Do you handle the customs paperwork?

Accepted Answer

Yes, all of it - including matching each return to its original shipment, which is what keeps the goods free of import VAT. One condition: we need the data about the original shipment before we can start processing returns, so this is set up at the beginning of the cooperation.

Question 40

Do I pay import duty again on my own returned goods?

Accepted Answer

We handle the full customs documentation for you, and matching each return to its original shipment is what keeps the goods free of import VAT. For this to work we need the data about the original shipment before we start processing your returns - that's set up at the beginning of the cooperation.

Question 41

How does consolidation reduce customs cost?

Accepted Answer

We process customs clearance in bulk - one cleared shipment covering many returns, instead of one declaration per parcel. The per-return share of the clearance cost falls as your volume rises.

We also use AI to assign HS codes accurately and to automate the exchange with customs systems, and almost every part of the clearance is handled in-house. That makes it cheaper and considerably faster than routing it through an external agency.

Question 42

Is my customer affected by any of this?

Accepted Answer

No. They drop the parcel at a local point in their own country using a local carrier. Everything cross-border happens afterwards, on our side.

Question 43

Do returns within the EU require customs paperwork?

Accepted Answer

No, as long as the goods were shipped from within the EU in the first place. Returns moving between EU member states stay inside the customs union, so there is no export declaration, no import duty and no commercial invoice to prepare.

It works differently if the original order was shipped from outside the EU - from the UK, for example. Those returns follow separate rules, so contact us and we will go through your setup.

Question 44

What happens after the parcel reaches your warehouse?

Accepted Answer

We scan the EAN and check the return against the data in your account. Our operator then goes through the checks you selected in your settings - the list is yours to choose from, so one seller may want to know whether the goods are wet, another whether they're dirty. If there's a problem, we photograph it and mark the item as damaged in the system. Everything is visible in your dashboard, and you decide what happens next: restock, refund, donate or recycle.

Question 45

What do you need in order to verify my returns?

Accepted Answer

EAN numbers in the system. Verification works by matching the scanned product against your data, so without EANs we can't check quantities and quality checks may not be possible either, since a quality check can run without a quantity check, but not without identifying the product.

Question 46

Do you offer product quality and quantity verification?

Accepted Answer

Yes. Quality Check verifies the condition of returned products and Count Check verifies quantities. You define the criteria for your own products.

Question 47

Are returns sent back individually or in bulk?

Accepted Answer

In bulk. Returns from all countries travel to our central warehouse in Poland and go back as one consolidated shipment to the delivery address set in the dashboard.

Question 48

When will returns be sent back from Shopreturns?

Accepted Answer

Within 10 days of the parcels being received at the foreign return point. If the volume fills a collective carton or a pallet sooner, the shipment leaves earlier. If a return has passed that window, open a ticket in the system and we will check where it is.

Question 49

The tracking shows delivered, but the return hasn't reached Shopreturns.

Accepted Answer

What should I do? Tracking alone is not confirmation of delivery. Go to Returns in the dashboard, find the return and click its tracking number to see the current status.

Question 50

What if a return doesn't reach my warehouse?

Accepted Answer

We guarantee a 100% refund of the product value, based on your invoice, if a parcel does not arrive within 10 business days - 30 days for the UK - from the scan at our foreign warehouse. This is written into our policy with a fixed timeframe rather than assessed case by case.

Question 51

What if a parcel arrives damaged or empty?

Accepted Answer

The guarantee covers this, but only if you have quality and quantity verification enabled on your account. We check every return within 48 hours of receiving it, and if the parcel is damaged or the contents are missing at that point, the guarantee applies.

Verification is what makes the claim possible - without it we have no record of the condition the parcel arrived in, so there is nothing to base a refund on.

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