Return shipping, prepaid labels, and tracking

Customer-arranged postage

The customer buys a label from a carrier. After handing the parcel to the carrier, they reopen the Opus order page and record the carrier and tracking number. The request moves from Waiting for return to Return in transit. Your team may upload a prepaid label as an exception.

• State whether tracking is required.
• Provide a complete deliverable return address, including suite, unit, or mailbox number when applicable.
• Tell the customer what to include inside the parcel, such as the order or Opus request number.
• Do not promise a prepaid label when the customer is responsible for postage.

Merchant-uploaded prepaid label

1. 1

   Purchase the label through your normal carrier or shipping app

   Opus does not sell postage or charge a carrier account by default.

2. 2

   Open the new request before approval

   In Prepare return shipping, confirm instructions and the return address.

3. 3

   Upload PDF, JPEG, PNG, or WebP under 10 MB

   The label is stored privately and becomes available on the exact customer order page.

4. 4

   Approve the request

   Approval remains unavailable until required shipping information and the merchant-provided label are ready.

How the merchant knows it shipped

When the customer records the shipment, the request status changes to Return in transit, tracking appears in the request detail, and the queue identifies the shipment. If a staff member receives tracking through another channel, they can record it from the Waiting for return request.