Creating a Manual Return Label in ShipBob

Creating a Manual Return Label in ShipBob

Purpose/Goal

This SOP outlines the steps for creating a return in ShipBob. You can create a return label in two ways:

1. Order Menu: Navigate to the Order menu to create a return label.

2. Receiving Orders Menu: Alternatively, you can create a return label under the Receiving menu.

Resources Needed

•  Shipbob

• Customer Service Process FAQs (Question 4)

• Gorgias

Loom Video of SOP Being Done

• https://www.loom.com/share/b4b2894346d5427d8cd5d26fcc0a6e07?sid=47c2e43d-b34e-49bb-a6f0-413c085e7b4b - through Receiving orders

• https://www.loom.com/share/baeaa49e19e548659fc5812906c353fa?sid=03563bc4-16da-4233-8403-7fcabdf2cd20 - through Order Menu

Step 1 - Create a Receiving Order in Shipbob

Step 2 - Email the Customer & Attach the Label

BEFORE YOU START: Ensure you are logged into Shipbob on the dashboard and have asked the customer for their shipping address. 

1. Click Receiving Orders

2. Select Send Inventory

3. Check the customer shipping address and pick the warehouse closest to them. Choose only between GA and CA. For example, if they live in Tennessee, select the Georgia warehouse.

4. Click save & continue.

5. Ensure to select the correct product(s); if it is a full-sized product, ensure it does not say sachet or sample.

6. Fill out the quantity to be returned. 

   1. If you do not have the lot and expiration, you do not need to fill it out; just put "N/A." 

7. Make sure it is not marked as a dangerous item

8. Click save & continue

9. Select Parcel (standard shipping) Limit of 50 boxes

10. If there is only one product, select One SKU  

    1. The only time you will hit multiple SKUs per product is if there are multiple products. For example, if a customer is returning Brawn & Blast. If the customer is returning multiple of the same product, then you can select one SKU per box.

11. Select Discounted printable shipping labels from us (origin US only)

12. Enter the customer’s address

13. Put in standard box dimensions (shipbob will adjust the price once the customer returns the product)

14. Put 1 box unless the customer specifies otherwise or it is an order with more than 2 products

    1. standard box dimensions are 8x8x8, 

    2. Enter 1lb for the weight; for a bigger product like brawn, you can put in 2-3 lbs; shipbob will adjust the price of the label once the customer returns, so we do not need exact measurements. 

15. Click save & continue.

16. Select the cheapest label.

17. Click save & continue.

18. Review the order, select purchase labels, and submit (we should only complete this step if we are 100% doing a return in Shipbob since they will charge us even if the customer does not use the label). 

BEFORE YOU START: Please ensure you downloaded the label before emailing the customer back. 

1. Attach Label to message.  

2. Use the “Return Label Attached” template and send the response.

• Always double-check your steps in Step 1 to ensure the label was created correctly. Shipbob typically gives you an error message if incorrect information is entered or selected.

• If there is an error with the label or receiving the order you created, such as a carrier missing when you send the label to the customer, you can cancel the receiving order. 

  • Search the order in the Receiving Order section of Shipbob (the receiving order number is on the second page of the label you created). 

  • Under actions, click cancel. 

  • Restart steps from the beginning to create a new label if needed. 

Step 1 - Create Label in Shipbob

Step 2 - Email the Customer & Attach the Label

BEFORE YOU START: Have order open in Shipbob.

1. Click actions 

2. Click create return

3. Remove any product that is not being returned 

4. Click restock and adjust the quantity 

5. Click done

6. Check the customer shipping address and pick the warehouse closest to them. For example, if they live in Tennessee, select the Georgia warehouse. Shipbob should automatically do this, but please double-check. 

7. Click done

8. Click generate one for me for the RMA ID

9. Select Purchase ShipBob Optimized Label

   1. Shipbob will auto-populate the cost and carrier

10. Click submit a return (we should only complete this step if we are 100% doing a return shipbob, which will charge us even if the customer does not use the label). 

11. Download label 

BEFORE YOU START: Please ensure you downloaded the label before emailing the customer back. 

1. Attach Label to message 

2. Use the “Return Label Attached” template and send the response.

●  Always double-check your steps in Step 1 to ensure the label was created correctly. Typically, Shipbob will always give you an error message if incorrect information is entered or selected.