This article shows you how to let customers self-serve a parcel collection from your returns portal, and how to book a Royal Mail or FedEx collection yourself if you're arranging one on a customer's behalf.
Letting customers self-serve a collection
You can add collection information directly to your returns portal, so customers can book their own carrier collection using the tracking number from their return label.
Go to your Swap dashboard.
Head to Returns → Design → Portal.
Scroll down and add your collection text to the Confirmation Page Text box.
For Royal Mail, make sure the text tells customers to select the printed label option — the QR code isn't supported for collections.
Booking a Royal Mail collection
Collections aren't currently booked directly through the returns portal. If you're arranging a Royal Mail collection yourself, on behalf of a customer:
Go to royalmail.com/collection.
Enter the tracking number from the return label.
Select "I have a label" (the printed label option).
QR codes aren't supported for collections — the customer must have selected the printed label when the return was created.
Booking a FedEx collection
If you're arranging a FedEx collection yourself, on behalf of a customer:
Go to fedex.com/pudo.
Enter one 12-digit tracking number from the shipment.
Enter the collection postcode (the ship-from address).
On the next screen, add the total number of parcels, total weight, and your preferred collection time.
You only need one tracking number to get started — the rest of the shipment details are added on the following screen.
This is for UK collections only. For international shipments, arrange the collection by contacting us via the widget. If no international orders are ready for pickup on a scheduled collection day, let us know by email before the usual collection time, to save an unnecessary FedEx visit.
If you run into any issues booking a collection, reach out and we'll help.