The Shipping tab controls how returned items get back to you — who generates the label, which carrier is used, and where the package goes.
Navigate to Settings > Returns > Shipping.
Settings on this page
Section | Settings |
Return Shipping Settings |
Return Shipping Settings
Return label provider
The return label provider finds the best rate and generates a label for each return. By default, Onward uses ShipSidekick, which provides competitive rates for USPS and allows merchants to bring their own carrier accounts from the 100+ carriers that integrate with EasyPost.
ShipSidekick — A prepaid label is generated when a return is approved and emailed to the customer, with a QR code option and automatic tracking. Requires a connected ShipSidekick account.
Manual — No label is generated by our system. Useful for specialized shipping or if you prefer to arrange for labels entirely outside of the app.
[Other] — If you wish to use a different label provider, please request an integration by reaching out to your Merchant Success Manager.
If no label can be generated by the label provider, the return is created as a manual shipment rather than failing.
Preferred returns carrier
Which carrier Onward uses when generating a label. Choose Lowest cost or a specific carrier that has been set up within ShipSidekick or your label provider. If no rates are available from your preferred carrier, Onward falls back to the lowest-rate label.
We recommend using Lowest cost as the base value and setting exceptions as-needed for specialized shipping situations, such as international returns or large items.
Products requiring Hazmat Labels
Set conditions to identify products that need hazardous-materials labeling — batteries, aerosols, flammable liquids — so the correct label is generated when they're returned.
If you don't see the Hazmat classification that you need, contact your Merchant Success Manager to request to have it added.
Return destination
Where you receive returns. Used as the destination on return labels and shown to customers in their return instructions. Click Edit Primary Destination to change it.
If you receive returns at more than one location, add Exceptions to route them by product category, region, or order type.
A note on Exceptions
Most settings on this tab have an Exceptions panel beneath them, letting you override the default for returns matching rules you define. They're evaluated in priority order and the first match wins. See Using Exceptions in Returns Settings.