There can be several different reasons for your customer not being able to create a return shipment through your Return Portal.

Here's a description of some of the most common issues and solutions.

Outstanding payments

If there's any outstanding older than 3 days on your Shipmondo account, your customers won't be able to create return shipments through your Return Portal.

Log into your Shipmondo account, settle your outstanding and the Return Portal will become active again. You can enable automatic settlement of outstanding to prevent this from happening again.

Low balance

If you're using your own freight agreement on your Return Portal, you need to make sure that there are sufficient funds on your Shipmondo account. 

If your balance is too low at the time of creation, booking of the return simplent will fail. 

Add funds to your balance and try again. Enable the auto-refill function to avoid that your account runs out of funds. 

Invalid shipping product

Not all shipping products can be used with the Return Portal. 

Make sure to choose a valid freight product for your Return Portal.

If you haven't already done so, we recommend that you set up a separate shipment template, containing desired freight product and weight, to be used with Return Portal. 

Please find an overview of products you can use with your Return Portal in the link below. 

The chosen shipment template is missing weight

You have to set the weight for your return return shipments. 

The weight must therefore be specified through your chosen shipment template, in order for the shipment to be created through your Return Portal. 

If you haven't already done so, we recommend that you set up a separate shipment template, containing desired freight product and weight, to be used with Return Portal. 

Please find an overview of products you can use with your Return Portal in the link below. 

 


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