Contents
What is it?
International Basic would allow for merchants without International return policies to still inform their shopper on how to return their products back to the merchant without generating labels (they are not pre-printed) and custom forms for them. An example screen is shown below:
Additionally, if a country is not supported in our International Returns country list, the default International Basic messaging would appear. A list of supported countries can be found here.
Important: Returns and exchanges will not be offered to international shoppers where orders are not placed in the same currency as the merchant. For example, if the shopper places their order in GBP and the merchant operates in USD, the shopper will not be able to initiate a return or exchange. They will see a similar screen as to what's shown below, with a call to action of directly contacting your support team.
How do I set it up?
You are able to customize the International Basic experience within the Return Confirmation page. This can be done under the merchant Dashboard > Customize > Custom Text > Customer satisfaction survey
Next, they will click on Shipping Instructions.
Scrolling down, you'll find two text fields:
- Cross Border Without Shipping Label Title with the default text being "Send Back Your Package".
- Cross Border Without Shipping Label with the default text being: "You're almost done! Please send your package back via the carrier of your choice by {date}. We recommend you send your package via a trackable method. Please send your package to:"
You can customize this more deeply or to your liking. Below is a template that you can use (simply copy and paste this and make your preferred modifications) on your Returns Policy page:
How can I make an international return?
To initiate an international return please start your process here by entering the email address you used on the original purchase. Follow the steps and once complete, please ship your items to the address displayed. At this time we do not offer exchanges on international orders and any shipping costs are the responsibility of the purchaser.
Frequently Asked Questions
How can I make this process easier for my shoppers?
We recommend updating your Return Policy page to communicate this change to your customers. We’ve pulled together a template for you below:
“How can I make an international return?
To initiate an international return please start your process here by entering the email address you used on the original purchase. Follow the steps and once complete, please ship your items to the address displayed. At this time we do not offer exchanges on international orders and any shipping costs are the responsibility of the purchaser.”
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What should I include in international packages?
As international shoppers will not have the ability to download and print any shipping label or packing slip information, we recommend including necessary documentation in any outbound international shipments to make it easier for your customers in the event of a return. Having this information will also assist the warehouse in processing packages more quickly.
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What happens to the RMA for items returned with International Basic?
The RMA associated with a return initiated through International Basic will not be automatically processed (they will not automatically be transitioned into an in-transit or delivered status) and will need to be manually addressed within the Returnly Dashboard. However, RMAs can be automatically settled like any other RMAs once they have moved into the proper status.
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If no shipping label is provided, how do I know which return correlates to which RMA?
We recommend that you customize the shopper message to include any requirements you may have for return processing at the warehouse, such as including a slip of paper with the RMA number included.
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If Returnly does not generate the shipping label, how will my shoppers get customs documentation?
The shipping carrier your shopper chooses to use will provide customs documentation when they purchase their label. All the shopper has to do is take the package to the carrier of their choice and pay for the return shipping.
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Are there limitations to which shipping carrier our shoppers can use to return their package?
No! Shoppers can use whichever carrier they prefer. We recommend sending via a trackable method so the shopper has visibility into where the package is in transit.
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What happens if we have multiple warehouse locations?
If you have multiple warehouses configured in Returnly, the default warehouse location will be shown. You will be unable to route these returns to a different location.
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Does International Basic work with third party international returns providers?
Typically, we would not recommend leveraging International Basic if you are already utilizing a different international returns processing software. If you are using a third party to help process returns for international customers, please reach out to your CSM to help turn off International Basic.
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Does Instant Credit work with International Basic?
No. Instant Credit will not be offered for returns initiated with International Basic.
+ Related: Setting Up International Returns
