Manage Returns guide

Manage Returns is an online tool from Canada Post that lets you:

  • Create return policies
  • Manage customer returns
  • See incoming and past returns
  • Set up notifications

This article covers the basics. For more help, check our Manage Returns FAQ. For advanced tips, see Managing your returns with return policies.

Get started

To get started using the Manage Returns online tool, sign in to your business profile on the Canada Post website. If you don’t have one, you can create a business profile. Depending on your account type, you’ll need a parcel services agreement and/or a credit card to create a return policy.

What’s a return policy?

A Canada Post return policy helps you automate customer returns. This will save your customers time and give them a smooth return experience through our website or at a post office.

Easily set up your return policy to govern processes, including:

  • How and where your customers can get a return shipping label
  • What shipping service to use for returns
  • Your return address

Creating a return policy

Policy information

You can add details to your return policies to help manage customer returns. Add the following information to create your return policy:

  1. Policy name (optional) - Naming your policies will help identify them if you have more than one.
  2. Decide if you want to allow box-free label-free returns on your policy for eligible items. What are box-free label-free returns?
  3. Choose if you want to provide secure return labels for your policy. Both options require customers to drop off their return at a participating post office.
    • If you choose to provide secure return labels, your customers can have a label printed at a post office with a secure QR code.
    • If you choose not to provide secure return labels, your customers can print their return label at home or bring a QR code to a post office to have their label printed.
  4. Decide which shipping service applies to your policy. Depending on your account type, you may choose from some of or all of the following shipping services for returns:
    • Priority™
    • Xpresspost™
    • Expedited Parcel™
    • Regular Parcel™

Please note

You’ll only be charged for a return label when a customer creates a label based off your return policy and uses that label for return shipping. The shipping rate is determined by your account contract or Canada Post Solutions for Small Business™ savings level.

Return authorization

You determine whether your returns need a return authorization (RA) number or not. You can choose from 3 options:

  • Use one RA number for all returns under this policy
    Your customers will need an RA number to get a label. Enter the number in the field provided. This number will be used for all returns. Inform your customers that they’ll need this number to get a return label. Please note: The RA number can have up to 15 letters, numbers, or special characters. It’s also case-sensitive.
  • No RA number is required
    Your customers won’t need an RA number to get a return label.
  • Check every RA number by calling my web service
    Your customers will need a unique authorization number to get a label. The unique authorization numbers will be different for each return. This option requires that you host a web service for your unique authorization numbers. Follow the instructions in the application to set up this option.

Additional information

You can request 1 additional piece of information from your customers. The information you collect will be printed on the return label. For example, you may want your customers to provide a product SKU or invoice number. Make sure you let customers know that they’ll need this number and where to find it.

Return address

Your return policy must include your company name and the address where the returns should be sent. This information will show up on your customers’ return labels.

Add the following information to your policy:

  • The company name that’s receiving the return
  • The address

Your profile address is automatically used but you can change this address using AddressComplete or enter an address manually.

Company logo

When customers get a return label online, they’ll visit the Canada Post website. On the site, you can display your company logo. Add this optional logo to your return policy page by using a URL address (for example, http://www.mysite.com/images/logo.png).

Customer assistance information

Your customers can only get return labels if your policy is active and they have the correct return authorization (RA) number (if applicable). If your customers have any issues, we’ll provide them with the contact information in your return policy.

Checking inbound returns

Returns for the next 5 days

The return forecast shows how many returns you can expect for the next 5 business days. You can also download the information in Excel and in comma-separated values (CSV) format. The numbers provided are estimates based on the latest tracking information available.

Returns received in the past 12 months

The 12-month report helps you see return patterns and trends. This information is available in a monthly, weekly or daily view. You can also download the information in Excel and CSV format. The numbers provided are estimates based on the latest tracking information available.

Managing return policies

In the “Return policies” tab, you can view and manage your policies in a table.

In this table, you can:
  • Open your policies
  • Activate or deactivate your policies
  • Delete your policies
From this page, you can also:
  • View your policy settings
  • Copy the direct return link (if your policy allows customers to get return labels online) and provide it to your customers so they can create the label in a few steps
  • Update any policy details

If you delete a policy

You can’t restore your return policy after it’s deleted. This means your customers will no longer have access to return labels from that policy. However, any return labels already created with that policy number will still be valid and usable.

If you deactivate a policy

  • You can activate your policy again when you’re ready.
  • Any return labels already created with that policy number will still be valid and usable.

Suspended policies

A return policy can be suspended if your payment method is unavailable. For example, if your credit card has expired.

What should I do if my policy is suspended?
  1. If you have a parcel services agreement with Canada Post, verify if your account is in good standing by calling Commercial Billing and Payment Support at 1-800-267-7651. Your return policy will no longer be suspended following verification.
  2. If you use credit cards for return shipping payments, visit My Profile to make sure your credit card hasn’t expired and has credit available.
    • If necessary, update your default credit card.
    • Call Commercial Billing and Payment Support at 1-800-267-7651 to remove the suspension.

Please note

Have your suspended policy ID(s) ready so we can help you as quickly as possible.

Setting up notifications

Visit the “Notification settings” tab to set up email notifications for returns. You can add up to 4 email recipients. For each recipient, select what events to be notified about (for example, received, delivery or exception events). Then, choose whether you want daily summaries or individual updates for each return.

Type of events for the updates:
  • Received
    The return has been dropped off at Canada Post
  • Exception
    There are events that could affect delivery
  • Delivery
    The return is complete