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5 Tips to Make Holiday Returns Easier

December 19th, 2017 Comments off

Returns are an inevitable part of ecommerce, and particularly during the holiday season when shoppers with good intentions buy gifts for their loved ones but might pick out the wrong size, style or color for their intended recipient.

One study released earlier this year by Narvar found that Millennials (under the age of 30) and affluent shoppers place a strong emphasis on the online return experience. The generous returns policies offered by companies such as Zappos (fast and free, with a 365-day window)  make it easy for shoppers of any demographic to view returns as a natural part of the ecommerce buying cycle. They’ve come to expect convenience and transparency during the process, and might take their business elsewhere if they aren’t offered free returns—84 percent of those surveyed by Narvar said restocking fees would prevent them from making a purchase, and 74 percent said return shipping fees would prevent them from making a purchase.

Here are five steps an ecommerce seller can take to make returns easier, both after the holidays and all year long:

  1. Create a returns portal

Consider creating an online returns portal for your customers where they can input information about their return and print out the shipping label and other necessary documents. This allows you to control the return shipping label and the cost associated with returning the item so you can avoid customers expecting you to pay when they opt for higher-cost shipping options. This returns portal also gives you the ability to monitor data and generate reports on your product returns. Having this information readily accessible can help save you money in the future—you might find patterns in these reports that draw your attention to problems on your site, such as inaccurate product specifications or poor photo quality.

  1. Use a return merchandise authorization system

The Return Merchandise Authorization, or RMA, system can be a part of your returns portal. Having an RMA number allows your inbound shipping team to easily pull up the return details of the order, and coding that RMA number or other return information on the label makes for easier processing once a returned product arrives. This way your inbound shipping team knows what the product is and why it’s coming back, and your warehouse team has a view of inventory due back to the warehouse.

  1. Provide good return tracking

Tracking of a returned item is imperative. Transparency and tracking capabilities are critical in the returns process, which is why it’s imperative to provide good return tracking information to your customer. As a retailer, you should keep shoppers informed of return package status—consider sending an email when their return enters the mailstream or when you receive the package, so customers aren’t worried that their packages could be lost. It’s also important to keep them informed regarding their refund status so they know when to expect to see a credit posted to their account. Transparency by way of quality return tracking communication can also help alleviate the amount of inquiries coming into your customer support team.

  1. Allow customers to return online purchases in person

Shoppers want the option to return online purchases to a brick-and-mortar store—sometimes it’s easier to drop in than it is to print out a label, package up a return and ship it. In addition to making the return more convenient for your customer, this gives the store the opportunity to immediately recapture a sale and possibly upsell or cross sell since the buyer is already on site. Plus, an immediate refund helps foster that positive customer experience.

#5 Create (or improve your) returned product review process

Develop a good product review process for your returns so the team knows how best to handle returned items. Can the product be returned back to stock as new/unused? Would it be better to repair or otherwise fix the item so it can go back into stock as reconditioned? Does the product need to be flat-out destroyed?

Other things to think about when developing your returned product review process:

  • Which team initiates a refund or exchange once you’ve received the returned item?
  • How long does it take to process an exchange or refund, and are you clearly communicating this process with the customer?
  • Do you have accounting processes in place to handle the product coming back into inventory, reversing the sales tax collected and tax liability?

Yes, returns take some work, but if done right, they can help you attract customers and build brand loyalty.

Categories: Ecommerce Shipping Tags: Offers Shipping Cost Refunds for eBay Guaranteed Delivery Door-to-Door Program

December 11th, 2017 Comments off

According to Deloitte, 54% of e-commerce buyers want to receive their products within 2 days of placing their order, while 89% expect to receive their product within 3-4 days of placing their order.  Customer expectations are changing, and online retailers need to deliver packages quickly in order to stay competitive.


eBay(R) launched the Guaranteed Delivery Program, allowing buyers to easily find products that are guaranteed to be delivered within 3 days or less.  With this eBay program, sellers have two Guaranteed Delivery options:

  • Door-to-door: With this option, sellers determine and guarantee their own delivery dates based on their ability to deliver to various regions and their carriers’ service level by region.
  • Handling time: With this option, eBay determines and guarantees the delivery date. Sellers must guarantee same-day or one-day handling and must print their labels on eBay Shipping. Offers Refunds on Late USPS Deliveries
For eBay sellers who use the “Door-to-Door” option and print their labels on, we’re happy to announce that you will now receive refunds on shipping cost and return shipping labels if your orders are delivered late. This feature applies to all eBay Guaranteed Delivery “Door-to-Door” orders that are using one of the following shipping services:  Priority Mail Express, Priority Mail or First Class Package Service.

If an order that is part of the eBay Guaranteed Delivered “Door-to-Door” program is delivered late from the USPS, the seller will have the following options:

eBay Guaranteed Delivery (Door-to-Door) Options for Late Delivery on eBay Orders
Buyer Options: Seller Responsibility: Offers:
Return the item purchased 1) Refund item price
2) Refund shipping costs
3) Provide free return shipping label
1) will provide credit for shipping costs

2) will provide credit for return shipping label cost

Keep the item purchased – shipping fee paid by buyer 1) Refund shipping costs 1) will provide credit for return shipping label cost
Keep the item purchased – product included free shipping 1) No action needed by seller (eBay will provide buyer with $5 voucher on next purchase) 1) No action by (eBay will provide buyer with $5 voucher on next purchase)


Requesting Refunds for eBay Guaranteed Delivery Program through is offering the same guarantee that eBay provides for sellers who use the Guaranteed Delivery Door-to-Door option. When a guaranteed item doesn’t arrive in allocated delivery time communicated to the buyer, you can request a refund for postage paid through

To request a refund, send an email to  In the email, please include:

A) Your Username:
We use this to verify shipments and will apply refunds to your account balance.

B) Package Tracking Number (for product delivered late):
We use the package tracking number to verify that shipments meet our Guaranteed Delivery requirements using the following information:

  • Order Date
  • USPS Arrival Scan Date and Time (Must be scanned into the USPS before the end of the business day following the order date.)
  • USPS Delivery Scan Date and Time

C) Refund Requested (Shipping Cost and/or Return Shipping Label Cost):

  • Shipping Refund only:  Enter the amount eBay refunded to buyer.
  • Return of Item plus Shipping Costs:  Enter the shipping cost to the buyer as well as the cost for the return label.

D) Proof of Compensation:
Go to the eBay listing in question, print the details of eBay compensation to buyer as a PDF, and include it in the email. will review the eBay Guaranteed Delivery refund request(s) and respond within 7 days.  Any refunds will be applied to your account balance.

Get more info on the eBay Guaranteed Delivery program.

Source: Deloitte – 2017 Holiday Survey: Retail in Transition

New: System Status Page

December 5th, 2017 Comments off is excited to announce the launch of our System Status page, located at We built this page to provide you with real-time, 24/7 information on the status of servers and networks. If we experience an interruption in service, we will post a notice on the page and will continue to update the page as changes occur.

With this new page, you can find up-to-date information on:

  • System status—Confirm service availability for the website, software and API services
  • Outages and incidents—We’ll provide details and communication on any service outage
  • Maintenance—Find information and updates about server maintenance and upgrades.

Here’s an example of what you’ll see on the System Status page:

You can also subscribe to receive System Status updates via email, SMS text or an Atom/RSS feed.

Categories: Software Updates Tags:

Post Offices with Extended Hours Help Holiday Stress

November 30th, 2017 Comments off

Wishing you could give yourself the gift of more time this busy holiday season? If you’re working long hours and trying to figure out when you’ll have a moment to pop over to the Post Office to ship all those holiday packages, don’t stress. Most cities have a Post Office that stays open beyond the standard 5 p.m. closing time, with Post Offices in some cities remaining open well into the night.

With that in mind, here is a list of the top 25 U.S. metropolitan areas with the information for at least one Post Office with after-hours closing time. This way you can give yourself a break and stop stressing about finding time to drop off holiday packages.

Use the USPS Find Location tool to search for local Post Office locations and hours. Just input your ZIP Code to find a Post Office in your area:

Categories: USPS News Tags:

Save time and money with automation tools

November 28th, 2017 Comments off

As your online business grows, you’re likely looking for ways to make the workflow easier so you can get orders out the door as efficiently as possible. This is where automation comes in handy. The robust software offers automation tools to help ecommerce businesses streamline tasks while minimizing or eliminating the chance for human error.

Here are three ways can help save you time and money through automation:

  1. Automatically import orders

Manually typing in address information for a shipping label is a time-consuming task, and one that could lead to errors. Eliminate this process by automatically importing your orders via the Order Import tool. has direct integrations with eBay, Etsy, Amazon and many other shopping carts. Once connected, will automatically import orders, allow you to print multiple labels, and will then send the tracking information back to your order source.

  1. Increase fulfillment processing speed

The faster you can process an order and get the product to the buyer, the happier your customer will be. The longer it takes to deliver packages, the more likely customers are to contact your support center looking for the whereabouts of their package.

Use’s Preset feature for your commonly shipped items. If you find that you are using the same shipping options on many orders, you can create various templates for these options. These templates can consist of mail class, weight, dimensions, and even customs form information. When this template is applied to your order or a group of orders, all of the various shipping choices defined in the template will be applied to the orders selected. also offers the Shipper Toolbar, which can save you time if your orders are in a database or spreadsheet and you process them individually.  Simply scan a barcode or type an order number and all of the order information will populate, and your shipping label will be ready to print.

  1. Lower shipping costs

Shipping costs change every year and identifying the lowest cost option can be challenging. Don’t leave this decision up to your shipping staff.

The BestRate USPS Shipping Rate Comparison Engine automates mail class and shipping rate selection for your packages. Once you set up these rules, will automatically select the best mail class for your package based on the attributes for that specific package, such as box size, delivery time, shipping rate and destination. Want to only ship using Priority Mail? The BestRate tool will select the lowest cost option among all Priority Mail options. Want to save as much money as possible and aren’t worried about delivery times? Try the “Use least expensive mail class” option.

Have any questions about how can help you with automation? Contact us at 1-855-889-7867.

Categories: Software Updates Tags:

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