Set up a returns plan before an order goes wrong

10 October 2026 · ShipEtsy

The essentials

Confirm the return address, authorisation and costs before giving buyer instructions.
Keep a single incident record with photos and proof of value.
Review damaged batteries separately before arranging return transport.

Confirm the return destination

Do not assume a local return address is available. Confirm the country, receiving arrangement and authorisation for each service.

Decide the handling

Set a decision path for inspection, repacking, reshipping or disposal. Separate your buyer refund policy from the warehouse’s physical work.

Make the handover useful

Share an order reference, issue description and relevant evidence. Avoid uploading unnecessary buyer personal data. Confirm transport and handling costs before authorising work.

Keep the evidence before changing the parcel

For a damaged arrival, retain the goods and original packing until the claim or inspection is complete, or the responsible team confirms they can be disposed of. Save photos and value evidence. Carrier deadlines and who may file vary, so contact the team promptly. A buyer refund and a carrier claim follow different decision paths.

Check the return product condition

The outbound route may not be suitable for a returned item. Batteries with damage or safety concerns need a separate review before a return label or posting instruction is issued. Confirm the receiving location, handling, fees and next approval point.

Your editable checklist

Build your returns plan

Prepare a decision path before anyone sends a return. A local return address, available handling and all charges still need confirmation.

This draft stays on this page. Copy or download it to keep it before leaving or reloading.

Up to 350 characters per field. More detailed documents can follow separately.

1. Explain the issue

Internal order or case reference (optional)

Use an internal reference; do not include the buyer’s name, address or payment information.

Issue and requested next step (optional)

Describe what happened and the remedy you want the team to review.

Evidence available (optional)

Describe the relevant product or packing evidence. Remove buyer details from screenshots or photos.

2. Confirm the physical handling

Return destination to confirm (optional)

State the country and proposed receiving arrangement only. Do not instruct a buyer to ship before the destination and authorisation are confirmed.

Authorisation and approval roles (optional)

Record who approves the return and each remedy. A completed plan does not authorise any work.

Inspection, repacking, reshipping or disposal (optional)

Describe the requested handling and which decisions need separate approval.

3. Agree responsibilities and costs

Costs to confirm before action (optional)

List transport, receiving, inspection, materials, storage, replacement, reshipment or disposal charges to review.

Buyer policy and refund responsibility (optional)

Separate your shop’s buyer-facing decisions from physical warehouse work. Record any responsibility that needs agreement.

Status updates and completion evidence (optional)

Describe the updates or evidence you need and which role closes the case.

Nothing is sent automatically. Do not include passwords, payment details or buyer personal data.

Sources behind this guide

Public carrier and industry resources inform these preparation notes. The team confirms the requirements for your product and route.

FedEx: claim documents
A carrier example of evidence and packing preservation for inspection; the actual shipment’s claim conditions apply.
IATA: 2026 battery guidance
Battery cargo guidance shows why damaged or safety-defective goods need a separate transport review.

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