Return Shipping Label Within Canada Through PayPal

[bassox333]

Hi, we're still printing out our labels through PayPal.  Nothing against Shippo, just not a huge fan of their work-flow.  We have plans eventually of migrating over that way however.  

We -will- use Shippo, and occasionally Canada Post's snap ship tool when PayPal does not have the options available to us for an order.  

We have found that we are able to send a return shipping label to customers in the US and Australia so far by creating a manual order.  No problems, and that's great.  But for a Canadian return label we get a message stating that the account can only be used for eBay transactions (the Canada Post Small Business number associated with our Shippo account).  

We can see the order in Shippo, it's recognised as an order through eBay that says fulfilled, but can't print out a return label.  I remember many years ago being able to create a domestic return label through PayPal but cannot re-create the steps.  

Could anyone please shed some light on how to create a return domestic shipping label through PayPal (preferably) or Shippo?  We do not wish to do so through Snap Ship but if that's the only option we can make due.  

Thanks in advance if you can help.  

[pjcdn2005]

You can no longer do it through Paypal...they changed it a few years ago.  Apparently it can be done on Shippo but I haven't done it.  There was a post about this fairly recently and I think that there was more info there. I'll see if I can find it.

[pjcdn2005]

I don't know if this will help..

https://support.goshippo.com/hc/en-us/articles/201772795-How-to-create-return-labels-in-Shippo

[momcqueen]

When you’re in Shippo, you have to get to the Return labels on the Orders page, not the labels page.

I can’t show you what I mean until I get to a desktop. But there are two places you can find your labels, only one gives you the Return label option.

I also was confused by this. I did their webinar a long time ago and had to search to find the right place to get to Returns.

[pjcdn2005]

You would go to returns even if you hadn't done the original label on Shippo?

[momcqueen]

I will go into the Shippo interface and do screenshots. Anyone who has a Shippo account can do the same as me. You don't need to have created the label on Shippo to create a return label on Shippo. 

[momcqueen]

You log into Shippo. Go to your Orders. Select the transaction as it appears on the page and click the dropdown menu to find Return Label. See below:

[bassox333]

Thanks momcqueen, but when we follow through with the steps it will search for shipping rates at the very end and fail every time. Is it because the original label was not created through Shippo? I know that we can create return US labels even though we didn't create the original label through Shippo. We get a message saying that the associated account number can only be used for eBay transactions. Very frustrating.

We've since just sent the Canadian customer funds through Paypal and they put the return in the mail this morning. But it would be really nice to find a solution. After all this time it seems the tables have turned, it's easier to create a return label for a US buyer than a Canadian one 😞

Thank you for your help as always everyone. Will keep investigating and let you know if I find what I'm after.

[retroman_studios]

You can also create return labels with Canada Post, I'll have to search for it, but it sets up an URL where your customers fill in info and they are emailed a label (and can download immediately from the form). I set mine up some time in 2017 and I disable it till I need it then either fill the info in for the customer or let them do it.

This return system is managed by your Small Business account by logging into Canada Post site directly.

Canada Post is down for maintenance at the moment so I can't login. I'll look tomorrow.

[bassox333]

Thank you. It would not be an ideal situation using the CP site (I'm not a fan of paying for things with credit card) but it would be -a- solution of sorts. We appreciate the help.

[momcqueen]

I'd ask Shippo to explain the failure to return rates in the meantime. 

[bassox333]

I'm pretty certain that the way that it works with Shippo is that you cannot create a return label to a Canadian customer unless you originally printed the label out with them. All of the other carriers have a Shippo account number, whereas CP has our eBay provided small business account number (remember when PayPal forced this a couple years ago? I think it's when eBay lost their rate with CP). Which sort of explains why we have been able to manually create return labels to US and Australian customers, through Shippo's account, but can't through our own.

[momcqueen]

I think Shippo needs to clarify if that is the case which seems unlikely to me. 

tyler@ebay 

[momcqueen]

I think a more likely explanation for the situation you face is the scheduled maintenance on the CPC site this weekend that has screwed up everyone’s labels. https://community.ebay.ca/t5/Seller-Central/Canada-Post-website-upgrades-Feb-9-and-10/m-p/418470#M10...

[tyler@ebay]

Thanks for the tag @momcqueen!

I'll be honest, return labels through Shippo is not more forte, but I've sent this thread to the gent that is and am hoping for a speedy response!

Tyler 

[tyler@ebay]

Hi @momcqueen - heard back on this one!

There is an issue specific to CPC that is impacting Shippo customers (inside and outside of eBay). It seems intermittent and Shippo is working with CPC directly to resolve it.

When it comes to the return label question, they had this to say:

" ... [I]f the initial label was printed on another platform, only the tracking number can be transferred to Shippo, sellers cannot create a return label. If the initial label is printed on Shippo, sellers are able to print a return label."

I hope this helps clear things up!

[momcqueen]

Thank you, Tyler. It does. But it’s oposite of the assurance Shippo gave us at the onset. Are you led to believe this will be corrected in future?

[tyler@ebay]

Hi @momcqueen - I haven't heard one way or the other. My go-to folks aren't with Shippo officially, they just work with the tech integration and support for eBay and Shippo. 

If you've worked with Shippo and they've indicated otherwise I would be hopeful that that is the (new) case. I'll see if I can get anything more definitive though!