Automatic Label Creation (How it works)

How does the feature work?

When a customer opens a valid return ticket for an order placed less than 35 days before, they can download the return label directly via the customer service interface.
The ticket will be created and visible in the ticketing system and the merchant interface.
Even if the customer downloads the label, you can still communicate with them through the customer service interface and resolve the issue remotely, whenever possible, to avoid unnecessary returns and provide a top-level customer experience.
If you use our rates, you will be invoiced directly by us, with the total amount of the return labels used by the customers.

For which orders can the customer create a label automatically?

Customers can download the label for orders placed within the 30-day free return window by opening a refund or repair/exchange request.

What ticket topics are eligible for the automatic return label?

The automatic return label is generated for the following ticket topics:

• Refund Requests
  • TopicRefundRequestNoLongerNeedTheProduct
  • TopicRefundRequestWrongConfigurationOrWrongDevice
  • TopicRefundRequestMoreSignsOfUsageThanExpected (+ all sub-topics: Camera, Dirt, Display, Frame, Keyboard, Other)
  • TopicRefundRequestDefectiveProduct (+ all sub-topics: Audio, Battery, Buttons, Camera, Display, Network, Keyboard, Software, Other)

  • TopicRefundRequestOther

     

• Repair or Exchange Requests
  • TopicRepairOrExchangeRequestMoreSignsOfUsageThanExpected (+ all sub-topics: Camera, Dirt, Display, Frame, Keyboard, Other)
  • TopicRepairOrExchangeRequestWrongConfigurationOrWrongDevice
  • TopicRepairOrExchangeRequestDefectiveProduct (+ all sub-topics: Audio, Battery, Buttons, Camera, Display, Network, Keyboard, Software, Other)
  • TopicRepairOrExchangeRequestOther

Basically, all tickets that fall under:

"repair_or_exchange_request" or "refund_request" are eligible. This does not include add-ons and does not include "request refund/repair" tickets when the customer selects the option for "charger."

Can I activate automatic return labels but still choose to create the labels manually?

No. This is not possible.

If the customer selects an eligible ticket topic within the 35-day return window (for example “Changed my mind”), the system will automatically generate and attach the return label.

In these cases, the seller cannot override this flow or create the label manually.

Sellers can decide to create labels themselves only in the following situations:

The ticket topic is not eligible for automatic labels

The return request is outside the 35-day trial period

The seller decides, within the Zendesk ticket, that a return should take place for a non-eligible case

For these scenarios, a Create return label button will be available inside the Zendesk ticket, and the seller can manually generate the label, which will then be attached to the conversation.

🆕Can I change the shipping address on a label?

Yes. If label creation fails due to address issues, you will see an error message in the order (e.g. invalid or incomplete address - see screenshot below). From there, you can use the “Edit shipping label address” feature in the Seller Interface to update it and create the label again.

• This does not change the original customer address (used for invoicing and legal purposes)
• The updated address is used only for label generation
• You can edit it as many times as needed

⚠️ Important: Changing the address may void Klarna/PayPal protection, meaning you take responsibility in case of disputes

How to issue an automatic return shipping label via Zendesk 360 App

A feature in the Zendesk 360 app allows you to manually generate a label when needed in specific cases. As of December 3, 2025, there are no restrictions applied to manual label generation, meaning you can create return labels for any ticket topic (not just the ones eligible for automatic generation) at any point in the ticket lifecycle.

1. Scroll down to the bottom of the ticket in the 360 App

2. Click Issue return shipping label

   

3. Returns label is being generated

   

4. Returns label has been issued

   

If the shipment doesn’t fall under the returns programme a warning will appear instead of the button.

If an error occurs during label generation a failure message will appear. In this case please contact shipping@refurbed.com

How to add or update returns address

• Adding a return address (first time setup)
  1. Login into the Seller Interface (quick link here)
  2. Click Shipping profiles in side menu (Main menu)

  3. Click Return address in top menu (Tabs)

     

  4. Click Add Returns address

     

  5. Fill in the form with the following information:

     • First and Last name (will be visible on the shipping label)
     • Company name (must be visible for driver upon delivery)
     • Street name (maximum 35 characters)
     • Building number
     • Post-code
     • Town
     • Phone number (will be visible on the shipping label)

     

• Updating an existing return address
  1. Login into the Seller Interface (quick link here)
  2. Click Shipping profiles in side menu (Main menu)
  3. Click Return address in top menu (Tabs)

  4. Click Edit to update the address:

     

Can I use the automatic return label if I have multiple return warehouses?

Currently, only one return address can be used for the automatic return label. If you operate multiple warehouses, you will need to choose one address to receive all returns.

What does the shipping label look like? Can I add my own reference?

When you use Refurbed’s DHL Express agreement, the label automatically includes a system-generated reference containing both the order item ID and the order ID.
For security reasons, customer details and the item description are hidden (DHL “neutral label”) to reduce the risk of theft and claims.

Currently, it is not possible to add a custom reference — the system-generated reference will be used.

For example:

Ref No: RF-OIID-12345678 (OID-12345678)

What does the feature look like for the customer?

There are three main steps a customer needs to take, in order to initiate a support ticket where the automatic shipping label for e.g. a return is an outcome of the process.

Please note that the attached screenshots are the current status of our product development efforts. We will continuously improve the experience and details may change.

1. Customer Login to refurbed account
    

   

   
   In order to open a support ticket of any kind customers first come to the refurbed website, log into their account and navigate to the order.
   By clicking the “get help” button they start the ticket creation process.
    

2. Customer sees the options and chooses the correct one (Example: Defective):
    

   

   
   Currently only the “Item is defective or part(s) do not work as expected” or “The article is fine, but I don’t want it” lead to the return label.
   During the first 2 days “Cancel item” is visible, after the 2nd day they see “The article is fine, but I don’t want it”
    

3. Customer sees other options to select depending on the type of issue:

   

4. After that, customer can choose the desired solution:

   

   
   When the customer chooses “Ask the seller for help first,” the system will not generate an automatic return label, allowing the seller to address the request directly.
    

5. Customers needs to inform current state of the item:

   

   
    

6. Customer needs to input some description and photos:
    

   

   For flows where automatic label can be created, photos are always mandatory.
    

   

   
    

7. Customer sees instructions that they will receive a return label + nudge to confirm they will sign off from accounts:
   Button is only enabled if customer ticks the checkbox:
   
   
    

8. Ticket is created, customer receives the return label and instructions and seller can follow up:
    

   

   
   
   Depending if it is a refund or repair the 5. part of the message changes.