Resolving Issues with HazMat Labels for Returns in WeSupply

When handling returns for products classified as hazardous materials (HazMat), such as power banks or lithium batteries, it’s essential that the return labels are generated with the correct HazMat designation. If a label is created without this designation, it can cause issues with the carrier and delay processing.

Why HazMat Labels May Not Generate Correctly

In some instances, the system may misinterpret whether a return is being initiated by a customer or an admin. This can lead to incorrect label generation — particularly the omission of HazMat indicators required for certain product types.

This can typically occur if:

• The return is initiated from an admin account rather than the customer-facing portal
• Session or cache conflicts affect the return logic
• The return was not started in a clean (incognito/private) browser environment

How to Resolve the Issue

To ensure a HazMat-designated return label is generated correctly, follow these steps:

1. Archive the Incorrect Return Request
   • Go to the Returns section in WeSupply
   • Locate the affected return request (RMA)
   • Click Archive to remove it from the active processing queue
2. Open a New Return Using an Incognito Window
   • Open your browser in Incognito (or Private Browsing) mode
   • Navigate to the order in question from the Orders section
   • Click Start Return and follow the return flow again
   • This ensures the system treats the return as customer-initiated and applies the correct logic, including HazMat designation if applicable

By using an incognito window, you help avoid any cached session or role confusion that could affect the return setup.

For more help with HazMat returns or shipping label configurations, please reach out to our support team.