Handling a Used Return Label That Cannot Be Voided in WeSupply

If a return label has already been used by a customer — even in cases where the shipment is being returned to the customer due to a carrier error — it cannot be voided in WeSupply. This article outlines the recommended steps to manage this scenario effectively.

Why This Happens

Once a return label is scanned or used in transit, it is considered "active" by the shipping carrier (e.g., UPS), and cannot be voided or refunded, even if the shipment is ultimately returned to the sender due to a carrier mistake.

This may happen in situations such as:

• The label was used and the carrier failed to deliver it
• The package was returned to the sender due to a routing error
• The customer already dropped off or shipped the item

How to Resolve the Issue

If you need to issue a new return for the customer after a used label cannot be voided, follow the steps below:

1. Archive the Original Return Request
   • Go to the Returns section in your WeSupply dashboard
   • Locate the affected return request
   • Click Archive to close and remove it from active processing
2. Initiate a New Return Request
   • Navigate to the Orders section
   • Find the original order and click Start Return
   • Proceed with creating a new return label for the customer
   • Ensure that all updated shipping details are correct before finalizing

This workflow ensures that the customer still receives support while allowing you to keep your return records accurate and up to date.

If you have any questions about managing return labels or need further assistance, feel free to contact our support team.