The following outlines the steps necessary to successfully send manually uploaded prepaid labels to your customers:
Setup
Since the label has to be uploaded manually, these types of returns cannot be auto-approved.
make sure that returns are NOT auto-approved (this is the default setting when installed)
Dashboard / Return-Settings / General / Disable "Automatically accept returns" / Click save
The corresponding email template is enabled
Dashboard / E-Mail Settings / Your customers / Select "Approved Return (Manually Uploaded Prepaid Label)" / check the settings
Note: if you use our Advanced Rules Builder and you have some returns with manual prepaid labels and others that do not you can also selectively auto-approve returns. For a start see Overview.
Workflow
Return arrives as "Pending" in the merchant dashboard
Staff clicks "Edit" for the return
Staff clicks "Upload" and uploads the label
Staff changes Return-Status to Approved
Staff clicks "Update"
The email template "Approved Return (Manually Uploaded Prepaid Label)" is then sent out automatically to the customer with the dynamic variable {MANUAL_LABEL_DOWNLOAD_LINK} replaced with the link to the actual label.
If staff regularly uploads a second document (e.g. commercial invoice, etc) make sure to include the dynamic variable {MANUAL_LABEL_SECOND_DOWNLOAD_LINK} in the same email template. This too will then be replaced by a link to the second document uploaded or in case there is none it will not show anything at the place of the variable.