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Staff Workflow for Manual Prepaid Labels
Staff Workflow for Manual Prepaid Labels
Andrej Janev avatar
Written by Andrej Janev
Updated over a week ago

The following outlines the steps necessary to successfully send manually uploaded prepaid labels to your customers:


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.


  1. Return arrives as "Pending" in the merchant dashboard

  2. Staff clicks "Edit" for the return

  3. Staff clicks "Upload" and uploads the label

  4. Staff changes Return-Status to Approved

  5. 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.

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