How do I generate a new shipping label for a Return To Sender or failed delivery?

Last updated: October 23, 2025

Context

Sometimes orders need to be reshipped when they are returned due to failed delivery attempts or when customers don't pick up their packages. Merchants need to generate new shipping labels for these reshipments.

Answer

The process for generating new shipping labels depends on the order type and status:

For Commercial Orders:

There is an automated flow for creating new labels when orders are marked as RTS (Return to Sender):

  1. The order must be in either "Failed" or "Cancelled" status

  2. Access the RTS label creation flow through the system

  3. Follow the prompts to generate a new label

For Regular Orders:

Currently, regular orders should use the return order flow in the platform:

  1. Create a return through the order tracking page

  2. The system will automatically:

    • Generate a shipping label

    • Send the label to the customer via email

    • Track the return in the system

Note: If you cannot access these options or if the order is in "Completed" status, please contact support for assistance in generating a new label.

The development team is working on expanding the self-service label generation capabilities to include:

  • Support for "Completed" status orders

  • Direct label viewing/printing for regular orders

  • Additional order statuses for label regeneration