Published: June 1, 2026
📌 The Quick Tip: for tickets with automatic return labels: If the customer request is clear from their first message and they're not asking for further support, there's no need to add a public message when the auto-return label is created.
Respond only if the customer is requesting help from you. For example: if the issue can be resolved by providing some advice, inform the customer what to do and ask them if this helped.
- Will the ticket go overdue if you don't respond? No!
When a return label is automatically created, the ticket is set to Pending. These tickets don’t count toward your SLA and don’t require any reply, unless the customer sends a new message. - Do you need to close the ticket after the auto-return label is issued? No!
If there’s no customer follow-up, it will be automatically solved after 5 days. - Can you avoid unnecessary returns? Yes!
Even if the customer downloads the return label, you can still contact them via chat and resolve the issue remotely, whenever it is possible. - Will the refund be automatically issued? No!
If refund is the right solution, you will refund the customer after receiving and checking the product, as per the usual procedure.
For the full FAQ, please visit: Automatic Return Labels
🎯 Why It Matters
Leveraging the automatic return labels reduces manual work for you while makes the returns process faster, leading to higher customer satisfaction.