Send a customer a return label
Buy postage for a parcel coming back to you, on the same carrier account you send with, so a return is not the customer's problem to solve.
- Who can do this
- Owner, Admin
- Plan availability
- Compare current packages
- Last checked
- September 20, 2026
What this does
Buys a label for a parcel travelling back to you. It is the same purchase as an outgoing label with the addresses reversed, bought on your own carrier account at your own rates.
Before you start
- EasyPost connected, as for outgoing labels.
- A returns address saved in Settings → Shipping & fulfilment. This can be different from your ship-from address, and often should be — a store that ships out of a warehouse does not always take returns there.
- An open return on the order.
Steps
- Open the order and find the return under Returns.
- Select Get return rates.
- Choose a rate and buy it. The price is shown before anything is charged.
- Select Print return label and send it to your customer.
What happens next
The label goes from your customer's address to your returns address. The order can hold one outgoing label and one return label at the same time — they are separate shipments and do not overwrite each other.
Common problems
It says to add the address returns come back to. Your returns address is empty. Set it in Settings → Shipping & fulfilment; there is a switch for "same as my ship-from address" if they are the same.
I want the customer to pay for the return. Torva does not charge the customer for return postage. Set your returns policy to say the customer pays and let them post it themselves, or absorb it and use a label.
Still stuck?
Ask Torva from inside your account. It knows everything in this article and can also see what your own store is currently doing, so it can answer for your situation rather than in general.