Who pays for the return label?

Whatever your return policy says. A free label for faulty or wrong items and a fee for change-of-mind returns is a common split.

Can Aide start the return before the label goes out?

Yes. Once returns are enabled, Aide creates the Shopify return request for a verified shopper, or gives them a button into your returns portal. The label then follows your usual process.

What if the return label has expired?

Send a new one and note the date. Check your carrier account first, so you do not pay for both labels.

Can the customer use their own shipping?

Usually, if they keep the tracking number. Tell them up front if their postage will not be refunded.

Return label email template

Where the return label comes from.

Say who sends the label, when it arrives and what to do if it never shows up, so the customer can ship today.Updated November 3, 2026 · By Ziyad Basheer

Use this template free See the template

Short answer

A return label is the shipping label that sends an item back to the store, usually emailed once the return is approved. Tell the customer when to expect it, how it arrives, and what to do if it is missing.

The templates

Fills in from Shopify, with a fallbackYours to fill in

EmailLabel attached

Subject: Your return label for order.name

Hi customer.first_name, Your return for order.name is approved. The return label is attached to this email: print it, stick it over the old shipping label, and drop the package at any carrier location. No printer? Show the QR code at the drop-off counter / ask the carrier to print it for you. Please ship within 14 days so the label does not expire.

ChatLabel missing

Sorry the label has not reached you. Return labels come from our team once the return is approved, usually within 1 business day. Please check your spam folder; if it is not there, I will ask the team to resend it.

Internal noteBefore you reply

Label requested on order.name. Check the return is approved, then send the label from returns app / carrier account. If one was already sent, resend it and note the date.

When to use

The customer asks where their return label is or how to get one. Not when they ask who pays for return shipping.Aide picks a procedure from its When to use. Paste this into your procedure, then edit it for your store.

Only if

They ask for the labelYour return label topic is detected, such as “How do I print my return label”.

An order to matchOrder exists is true. Without one, ask for the order number first.

Example conversation

Customer

How do I get a return label for the candles on #1071?

Aide

Return labels for #1071 come from our team once the return is approved. Expect yours by email within 1 business day of approval. If it has been longer, check your spam folder, then reply here and we will resend it.

✓Answered from your return policy · Order #1071

Frequently asked questions

: Whatever your return policy says. A free label for faulty or wrong items and a fee for change-of-mind returns is a common split.
: Yes. Once returns are enabled, Aide creates the Shopify return request for a verified shopper, or gives them a button into your returns portal. The label then follows your usual process.
: Send a new one and note the date. Check your carrier account first, so you do not pay for both labels.
: Usually, if they keep the tracking number. Tell them up front if their postage will not be refunded.

Return requestThe customer wants to send an item back.Email · Chat · Internal note Return statusWhere the return is, from label to refund.Email · Chat · Internal note Return shipping costWho pays to send a return back.Chat Exchange requestSwap an item for a different one.Email · Chat · Internal note

Send this with the order filled in

Aide fills in the Shopify order and tracking, then drafts or sends the reply, as you choose.

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