At SWAP, we understand how frustrating it can be when return labels fail to generate properly. These errors can happen for various reasons—like long names, unrecognised characters, incorrect package dimensions, or carrier-specific issues—and often leave customers waiting longer than expected.
We've introduced a label tool to improve your experience and give you more control! This tool allows you to quickly fix and regenerate failed labels directly in the dashboard without relying on support teams for every issue.
Here’s a detailed guide on how to use this tool.
Why the Label Tool is a Game-Changer
Before this tool, our support team handled label errors manually. They would identify the issue, recreate the label using carrier websites, and manually update tracking numbers. This process was time-consuming and often delayed email notifications to customers.
With the label tool, you can:
Easily Identify Failed Labels: A filter in your dashboard highlights orders with label issues.
Fix and Regenerate Labels: Edit label details like customer name, address, or package dimensions to correct the problem.
Change the carrier: change the chosen carrier to a new one and regenerate a new label (currently limited to carriers with the same fees only)
Send Confirmation Emails: Once the label is fixed, you can automatically send the updated label to your customer with the return confirmation email.
Save Time: The tool reduces reliance on support teams, making the entire process faster and more efficient.
How to Use the Label Tool
Follow these steps to resolve label issues quickly:
1. Locate Failed Labels
The RMA will be created with the “Needs Review” status
Use the “Failed Labels” filter to view orders that need attention.
2. Edit Label Details
Click on the RMA with the failed label.
Check the History log at the bottom of the RMA screen for any additional information about the label failure
Update the necessary fields on the right side of the RMA (e.g., customer name, address, package weight, or dimensions). Fields will be pre-filled with existing information, making it easy to spot and fix errors.
3. Regenerate the Label
It is possible to send the email directly within the “Regenerate Label” process by checking the box in the popup presented after clicking on the Regenerate button
When clicking Regenerate- The system will attempt to create a new label with the updated information.
When created successfully
The new label will be added to the RMA and will be downloadable
The tracking number will update automatically
RMA will move to “open” state
If you want to send the email later, you can always use the “resent email” button. This will not regenerate a new label but will send the same confirmation email with the current label exiting in the RMA. It is not possible to send a confirmation email if the label was not created.
4. Optional actions possible after creating a Label
If the label generation is successful:
Download the label directly.
Send it to the customer via the “Resend Email” button.
If the label still fails, the tool will notify you, and you can escalate the issue to our support team.
Additional Features
The label tool also includes these helpful capabilities:
Carrier Selection: If a different carrier is required, you can select one from the available carriers directly in the dashboard. The dropdown menu will only show carriers compatible with the customer’s address and your shipping settings.
Edit Tracking Information: You can manually update tracking numbers and save the changes with a clear log added to the order history.
Resend Confirmation Emails: If customers misplace their email, you can quickly resend the label email once the issue is resolved.
Action Notifications: Orders with failed labels will now appear under “Needs Review,” marked with clear notifications for quick action.
What Happens If Regeneration Fails?
In rare cases where the label cannot be regenerated (e.g., due to unresolved carrier issues), the tool will guide you to contact our support team for further assistance. Support can address more complex cases, such as:
HS Code updates.
Issues with the carrier’s service availability.
Payment account problems with carriers.