Contents
This article covers general questions about International Returns.
Q: Who can use International Returns?
A: Specific merchant requirements include:
- US or CA based
- Ecomm platform: Shopify and Shopify Plus
- Approved carriers: DHL, FedEx, and UPS
- Supported return-from countries: Canada, UK, Ireland, Germany, Netherlands, Sweden, Spain, Denmark, Italy, Malta, France, Belgium, Luxembourg, Czechia, Switzerland, Austria, Lithuania, Australia
Q: Does International Returns work with instant credit and exchanges?
A: At this time, we are not supporting instant credit and exchanges for International Returns.
Q: What are the instant credit versus automated exchange (on scan) capabilities for Canada versus elsewhere?
A: At this time, we are not supporting instant credit and exchanges for International Returns. Exchange on scan capabilities are the same for International Returns as US based returns.
Q: Can we support non-US native merchants?
A: Not at this time, but we do plan on supporting merchants in countries beyond US/Canada.
Q: How do merchants charge shoppers for international returns shipping?
A: Returnly requires merchants to input a flat rate for international returns. Merchants are responsible for calculating the cost of the route based on the carrier of choice. Please contact your carrier for pricing.
Q: Can the merchant offer free international returns?
A: Absolutely. Merchants can input “$0” into the flat rate to cover the cost of shipping for their shoppers.
Q: Is there a separate URL which international users will leverage?
A: Depends on the merchants configuration and preference.
Q: Who is responsible for translating content into additional languages?
A: Merchants are responsible for translating content and inputting into Returnly.
Q: For merchants with a single return center and single currency that want to allow international returns, can Returnly restrict the countries in which the merchant can offer cross-border returns? For example, allowing returns from CA but not UK?
A: Not at this time.
Q: Can merchants use multiple shipping carriers with one return center?
A: Yes, we can. This can be turned on by speaking with your Onboarding Project Manager, Customer Success Manager, or Customer Support Representative..
Q: Can you configure different carriers by country?
A: The carrier in which a return shipping label would be generated from can still be driven by applying the rtly-carrier-account-tag:{tag} Returnly Tag on orders based on country; however, this would fall on the merchant to be able to apply these order-level tags appropriately on their end.
Q: Is Puerto Rico considered domestic or international shipping?
A: Support for Puerto Rico is based solely on the shipping carrier's classification. For example, UPS, and DHL classify Puerto Rico as international while Returnly's USPS account (via EasyPost) and Fedex SmartPost consider it domestic.
Q: How do taxes work for International returns?
A: These are factored into the charges calculated for the shopper and merchant. Duty taxes are charged by the carrier to the merchant so those will be billed outside the Returnly platform. The shopper could reclaim duty tax but needs to file forms in their local jurisdiction.
Q: Who generates the customs forms for cross border returns?
A: Returnly generates two copies of the shipping label and custom forms for the shopper via the shipping carrier.
Q: Can we currently support any Asian countries?
A: Not at this time.
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