Using My Returns
- About My Returns
- Before you start
- Creating a parcel return policy
- Description, retrieval location(s), shipping service
- Return authorization options
- Additional information
- Display your company logo
- Parcel pickup options
- Customer assistance information
- Completing your policy
- Understanding 5-day return forecasts
- Understanding returns in the past 12 months
- Configuring email status updates about your returns
About My Returns
My Returns is on online tool from Canada Post. With My Returns you can:
- Create parcel return policies. This enables you to provide your customers with return shipping labels for parcel returns. They can access the labels either online or at a Post Office depending on your policy selections.
- View 5-day return forecasts to help you plan for upcoming parcel returns. Numbers are estimates based on the latest tracking information available.
- View returns in the past 12 months to help you understand return patterns and trends in a monthly, weekly or daily view.
- Get email status updates about your returns. Choose what events trigger an email and opt for daily summaries or individual updates.
Before you start
To use My Returns you need:
- A parcel services agreement with Canada Post. Need one? Call 1 866 747-3870.
- Your username and password for the Canada Post website. Need them? Sign up
Creating a Returns Policy
Before you can provide your customers access to return labels, you must create a parcel return policy. In this policy, you will define:
- How and where your customers can get a return shipping label
- What shipping service to use for returns.
- Whether you require an authorization number for returns.
- And more...
Description, retrieval location(s), shipping service
- When you’re signed in to the Canada Post website, select My Returns.
- Select Create Policy.
- Under Description, enter a brief name for your policy. If you plan to have more than one policy this will help you identify them later.
- Select where you want your customers to be able to retrieve a shipping label. You have 3 choices:
- at Post Offices only
- Online only at canadapost.ca
- At Post Offices and online
- Select the shipping service you want to use for returns. (If you need more information about each one, see Shipping Products & Services).
Return authorization options
Under Return Shipping Authorization, select one of the following three options:
- Returns do not require authorization. Your customers will not have to provide an authorization number to retrieve a return label.
- Use one return authorization number for all returns under this policy. Your customers will have to provide an authorization number to retrieve a label. Enter the number in the field provided. This number will be used for all returns. Clearly communicate with your customer that they will need to provide this number to retrieve a return label. Note: Your authorization number can include up to 15 alphanumeric characters and can include special characters.
- Check every return authorization number by calling my web service at this address (URL). This means that your customers will have to provide an authorization number to retrieve a label, but you will have unique return authorization numbers rather than just one static number. This option requires that you host a web service where you house your authorization numbers. We will call your web service to check the validity of the numbers. If you wish to use this approach, see Web Service Requirements for Return Authorization Numbers REST | SOAP.
Enter the address (URL) for your web service in the space provided. If a username and password are required to access your list, enter the credentials in the appropriate fields.
Select whether your web service uses REST-XML software architecture, REST-JSON software architecture, or SOAP protocol.
In the event that your web service is temporarily unavailable for any reason, please select whether you would like to allow customers to retrieve labels anyway or if you want them to contact your customer service.
Important: If you change the URL for your web service, you must update your policy with the new address (and username and password if applicable).
Additional information
To assist you with reporting or record keeping, you can choose one additional piece of information to collect from your customers when they are retrieving their return label. For example, you may want your customers to provide the serial number or an RMA number.
If desired, choose one additional piece of information from the list. Be sure to inform your customers that they will need this number and provide them with details on where they can find it.
Display your company logo
If your policy includes the option for customers to retrieve return labels online, you’ll be providing them with a link to print a label from the Canada Post website. You have the option to display a copy of your company logo on this Canada Post web page.
You will not be uploading your logo, but providing a URL address to your logo. The easiest way to do this is to use the URL address of the logo that appears on your home page.
To find the URL for your company logo
- From your website, right-click your company logo to view the properties or image info.
- Copy the contents of the Address (URL) or Location field.
- Paste the link you just copied into the URL field in the Create Policy screen. For example: http://www.mysite.com/images/logo.gif
Parcel pickup options
If you have a third-party on-demand pickup agreement with us, you can opt to extend pickup service to your customers for returns. Fees will be charged as per your agreement. Don’t have an agreement? Call us at 1-800-260-7678 to request one.
Customer assistance information
If for any reason your parcel return policy is inactive, suspended or if the return shipping authorization number is invalid or fails, your customers will not be able to get return labels. In these cases let us know whether you want us to direct your customers to contact you by phone or email or either.
Completing your policy
After you have defined your parcel return parcel, read the terms and conditions and then select Agree and Continue.
Review your policy choices and edit if necessary. Then select Create Policy. Your policy will appear in My Returns in the list of My Parcel Return Policies. You can review your selections at any time, edit them, or deactivate and then activate a policy.
Understanding 5-day return forecasts
The return forecast helps you plan by letting you know how many returns you can expect to receive daily for the next 5 business days. You can also download the information in Excel and CSV format. Please note:
- Numbers provided are estimates based on the latest tracking information available. For the exact numbers required for accounting purposes, please see the returns section of My Orders.
- Numbers include all returns generated with a Return Policy ID.
Understanding returns in the past 12 months
The 12 month returns report will help you understand return patterns and trends. The information is available in a monthly, weekly or daily view. You can also download the information in Excel and CSV format. Please note:
- Numbers provided are based on when items are delivered according to the latest tracking information available. For the exact numbers required for accounting purposes, please see the returns section of My Orders.
- Numbers include all returns generated with a Return Policy ID.
- Depending on the view selected, returns are based on the last month, week or day.
Configuring email status updates about your returns
Get email status updates about your returns. You can enter up to 4 email addresses that will receive notifications. For each email address, select what events you want to be notified about. Then select whether you want daily summaries or individual updates.