Knowledge Base

Handling Label Generation Issues in SyncTrack Returns

29 6 September, 2024

This guide addresses two common scenarios in SyncTrack Returns where automatic label generation fails

☑️ Issue: Label generation fails due to Unavailable Shipping Routes

Issue: Shipping carriers you are using cannot generate a label due to unsupported routes.

Causes

  • International returns (customer in a different country from the store)
  • Unsupported domestic routes (even within the same country)
  • Restricted areas or remote locations

Detailed Solution

  1. Inform the customer that automatic label generation is not available.
  2. Explain that they need to arrange shipping manually.
  3. Provide your store’s complete return address, including:
    • Store name
    • Street address
    • City, State/Province
    • Postal/ZIP code
    • Country
    • Any specific instructions (e.g., “Attn: Returns Department”)
  4. Suggest reliable international or domestic shipping carriers they can use.
  5. Request the customer to share the following once shipped:
    • Tracking number
    • Carrier name
  6. Track the package using the provided information.
  7. Process the refund or exchange upon receiving the returned item.
  8. Incorrect or Invalid Address Information

☑️ Issue: Label generation fails due to address problems.

Cause

  • Missing information (e.g., apartment numbers, ZIP codes)
  • Incorrect details (e.g., misspelled streets, wrong state codes)
  • Format issues (e.g., abbreviations, special characters)
  • Recently changed addresses not yet updated in databases

Detailed Solution

  1. Contact us to check which details of address are incorrect or missing
  2. Review all address fields for both sender and recipient, including:
    • Street number and name
    • Apartment/Suite/Unit number
    • City
    • State/Province
    • Postal/ZIP code
    • Country
    • Phone number
  3. Contact the customer to verify and correct information:
    • Use email or phone, depending on urgency
    • Clearly explain which parts of the address need verification
    • Ask for any missing details
  4. If corrected, attempt to generate the label again:
    • Double-check the entered information
    • Ensure proper formatting (e.g., no special characters)
  5. If issues persist:
    • Inform the customer that they need to arrange shipping manually
  6. Document the issue and resolution in the customer’s record for future reference

Additional Tips:

  • Use address verification tools when available to catch issues early
  • Keep a record of problematic addresses or regions for future shipments
  • Consider offering store credit or covering shipping costs for customer-arranged returns to maintain goodwill

☑️ Issue: Label generation fails due to unfulfilled orders.

Because of unfulfilled orders, Shopify doesn’t return customer address to Synctrack. Therefore, couriers is not able to generate return labels as lack of information.

Make sure the original order is fulfilled before generating a label