How do returns work?

This page will guide you through the different return processes of OGOship warehouses.

Warehouse

1. JKT
2. GOT
3. SKP
4. TLL
5. VNL
6. PFS
7. UTL
8. PLN

FI-JKT

Domestic

Returns in Finland are easily made with Posti Helposti return code.

1. The customer takes the parcel to the local Posti service point.
2. Provides Posti Return code 633917 to the staff.
   • If the order is returned in the original packaging Posti can scan the original shipping label to create a return for it.
3. Return gets registered with the code and arrives at our JKT warehouse. 

International returns with GLS

With GLS you can create a pick-up point label via myOGO, video instructions here. 

GLS Pick & Return Service: Pick-Up Process

1. Contact our Merchant Care team by clicking the  "ask a question considering order" button on the order that needs to be returned.
2. Inform customer name and wished pick-up date.
3. The Merchant Care team will book a pick-up appointment for the customer with GLS and inform you once confirmed.
   • Or in case they do not wish to have a pick-up appointment the customer can then go and take the parcel to GLS service point as well.

International returns with DHL Express

With DHL Express your customers can arrange pick-up collection themselves with the carrier for the return. The process goes per the following:

1. Log in to myOGO.
2. Open the order you wish to create labels to.
3. Start creating the label with the button "Return order".
   • Choose DHL Express as the return method.
4. • Add return reason.
   • Create a tracking link with the green plus icon next to the tracking field.
   • Save.
   • Click Create a label on top of the page.
   • Send labels to your customer either via myOGO or download them and send via your own email.
     • To send via myOGO click on the email button on top of the page.
     • The attachment can be found a little further down under attachment on the left-hand side of the page.
   • Customer will receive an email from DHL where they can arrange the home pick-up as well in case needed

International return with DB Schenker - Collection Point Service

1. The customer should take the parcel to DB Schenker service point
2. Provide staff with the outbound shipments tracking number
3. The parcel will be then taken in and returned to the warehouse
   • Customer will receive tracking for the return

SE-GOT 

Domestic returns with DHL service point - Video instructions here.

You can create domestic DHL service point return labels right in myOGO with the following easy steps. 

1. Log in to myOGO.
2. Open the order you wish to create labels to.
3. Start creating the label with the button "Return order".
   • Choose DHL Service Point Return as the return method.
   • Add return reason.
   • Create a tracking link with the green plus icon next to the tracking field.
   • Save.
   • Click Create a label on top of the page.
   • Send labels to your customer either via myOGO or download them and send via your own email.
     • To send via myOGO click on the email button at the top of the page.
     • The attachment can be found a little further down under the attachment on the left-hand side of the page.

EU returns with DHL Parcel Connect - Video instructions here

1. Log in to myOGO.
2. Open the order you wish to create labels to.
3. Start creating the label with the button "Return order".
   • Choose DHL Parcel Connect Return as the return method.
     • Choosing DHL Parcel Connect Return will create EU region labels with DHL Parcel Connect.
   • Add return reason.
   • Create a tracking link with the green plus icon next to the tracking field.
   • Save.
   • Click Create a label on top of the page.
   • Send labels to your customer either via myOGO or download them and send via your own email.
     • To send via myOGO click on the email button on top of the page.
     • The attachment can be found a little further down under attachment on the left-hand side of the page.

Non-EU returns with UPS

1. Contact our Merchant Care team by clicking the  “Ask a question considering order” button on the order that needs to be returned.
2. Merchant Care team will create the needed documents and send them to you.
3. You can then share them with the customer.
4. The customer will then ship the return per instructions to the warehouse.

SE-SKP

Domestic returns 

DHL service point - Video instructions here

You can create domestic DHL service point return labels right in myOGO with the following easy steps. 

1. Log in to myOGO.
2. Open the order you wish to create labels to.
3. Start creating the label with the button "Return order".
   • Choose DHL Service Point Return as the return method.
   • Add return reason.
   • Create a tracking link with the green plus icon next to the tracking field.
   • Save.
   • Click Create a label on top of the page.
   • Send labels to your customer either via myOGO or download them and send via your own email.
     • To send via myOGO click on the email button on top of the page.
     • The attachment can be found a little further down under attachment on the left-hand side of the page.

Budbee

Budbee returns can be created on the Budbee service portal. 

EU returns with DHL parcel Connect - Video instructions here

1. Log in to myOGO.
2. Open the order you wish to create labels to.
3. Start creating the label with the button "Return order".
   • Choose DHL Parcel Connect Return as the return method.
     • Choosing DHL Parcel Connect Return will create EU region labels with DHL Parcel Connect.
   • Add return reason.
   • Create a tracking link with the green plus icon next to the tracking field.
   • Save.
   • Click Create a label on top of the page.
   • Send labels to your customer either via myOGO or download them and send via your own email.
     • To send via myOGO click on the email button on top of the page.
     • The attachment can be found a little further down under attachment on the left-hand side of the page.

Bring & Posti returns

1. Contact our Merchant Care team with the “Ask a question considering order” button on the order that needs to be returned.
2. The Merchant Care team will create the needed documents and send them to you.
3. You can then share them with the customer.
4. The customer will then ship the return per instructions to the warehouse.

Non-EU returns with DHL Express

1. Contact our Merchant Care team by clicking the “Ask a question considering order” button on the order that needs to be returned.
2. Merchant Care team will create the needed documents and send them to you.
3. You can then share them with the customer.
4. The customer will then ship the return per instructions to the warehouse.

EE-TLL

Returns from Finland

Returns from Finland go to TLL warehouse with the Posti Helposti return code.

1. The customer takes the parcel to the local Posti service point.
2. Provides Posti Return code 633917 to the staff.
   • If the order is returned in the original packaging Posti can scan the original shipping label to create a return for it.
3. Return gets registered with the code and arrives at our Vantaa warehouse first, then they ship the return back to TLL.

International returns with GLS

With GLS you can create a pick-up point label via myOGO, video instructions here.

GLS Pick & Return Service: Pick-Up Process

1. Contact our Merchant Care team by clicking the  "ask a question considering order" button on the order that needs to be returned.
2. Inform customer name and wished pick-up date. 
3. The Merchant Care team will book a pick-up appointment for the customer with GLS and inform you once confirmed.
   • Or in case they do not wish to have a pick-up appointment the customer can then go and take the parcel to GLS service point as well.

International returns with DHL Express

With DHL Express your customers can arrange pick-up collection themselves with the carrier for the return. The process goes per the following:

1. Log in to myOGO.
2. Open the order you wish to create labels to.
3. Start creating the label with the button "Return order".
   • Choose DHL Express as the return method.
4. • Add return reason.
   • Create a tracking link with the green plus icon next to the tracking field.
   • Save.
   • Click Create a label on top of the page.
   • Send labels to your customer either via myOGO or download them and send via your own email.
     • To send via myOGO click on the email button on top of the page.
     • The attachment can be found a little further down under attachment on the left-hand side of the page.
   • Customer will receive an email from DHL where they can arrange the home pick-up as well in case needed

International DB Schenker - Collection Point Service

1. The customer should take the parcel to DB Schenker service point
2. Provide staff with the outbound shipments tracking number
3. The parcel will be then taken in and returned to the warehouse
   • Customer will receive tracking for the return

NL-VNL

1. Contact our Merchant Care team by clicking the “Ask a question considering order” button on the order that needs to be returned.
2. Merchant Care team will create the needed documents and send them to you.
3. You can then share them with the customer.
4. The customer will then ship the return per instructions to the warehouse.

GB-PFS

Domestic returns with Royal Mail

With our PFS warehouse, you may instruct your customers to do returns via Royal Mail return portal with the following instructions:

1. Go to: https://www.royalmail.com/track-my-return/pick-a-retailer.
2. Choose “OGOship Return” in the dropdown and press “GO”.
3. Confirm the parcel meets the size and weight requirements.
4. Fill in the needed information - remember to use the tracking from the original shipment you are wanting to create the return to.
5. Either arrange a pickup or dropoff based on your preferences.
6. If no paperless return is available, choose either to print the labels or have them printed as per the guidance on the page.
7. Remember to save the receipt of the return until you get a confirmation about the return arriving and being accepted from your merchant.

Domestic returns for big parcels & international returns

1. Contact our Merchant Care team by clicking the  “Ask a question considering order” button on the order that needs to be returned.
2. In your message inform
   • SKUs that wished to be returned, number and weight of the parcels
   • Prefered pick-up date and adders
   • Contact person name and number
3. Merchant Care team will contact the warehouse and they will make a booking for pick up with DPD
4. You can then share the details with the customer once Merchant Care confirms the pick-up date for you. 
5. DPD will collect the parcels from the customer. 

US-UTL

In the UTL warehouse returns are created in the ShipStation portal. Make sure you have first received the account creation instructions from our Customer Success team. Once you have the account use the following instructions to create the labels. 

1. Log into the system.
2. Click on the Rate Calculator in the top ribbon (a logo of a calculator).
3. Click Ship From drop-down and select your company name.
   • Select Country, add City and Postal Code
   • Fill in Weight, Size and Package Type
     • Original parcel size details can be found on the outbound tracking of the order.
4. Click on browse rates.
5. Select carrier.
6. Click Configure Label.
7. Click Create a Return Label.
8. Fill in the required information.
9. Click on Email Label or Download Label.
   • If you select email, you can email the consumer.
   • If you choose Download, you will save and then email it to the customer.

CZ-PLN

EU returns with GLS

OGOship suggests using the MyOgo Returns-feature, which allows consumers to create their own returns. Please contact OGOship for more information on pricing.

International returns with Fedex or DHL economy select

1. Contact our Merchant Care team by clicking the “Ask a question considering order” button on the order that needs to be returned.
2. Merchant Care team will create the needed documents and send them to you.
3. You can then share them with the customer.
4. The customer will then ship the return per instructions to the warehouse

How to make a return label in myOGO