Return labels can fail to generate for several reasons. This article covers the most common causes and how to resolve them.

Before troubleshooting, find the exact error message. Go to Returns Dashboard → Return Request (RMA) → Order History and look for the system note that reads "Label generation failed" — the full error is included in this note.

For step-by-step guidance, see How to find a return label error.

If the carrier does not have a destination configured for the customer's country, labels cannot be generated. Check your carrier settings and ensure the destination is enabled. After updating, delete the affected return and resubmit it.

Address issues are a common cause of label failures. Check both the customer's address in the RMA and your return address in Settings → Company Details. Common problems include invalid postcodes, missing state or province codes, and city/postcode mismatches.

International shipments require HS codes and country of origin for all products. If these are missing, the carrier will reject the label request. Add the missing data in Shopify, then delete and reprocess the return.

If a product weight is not set in Shopify, Swap applies a default of 0.1 kg. This may cause failures if the weight is invalid for the carrier or service. Set the correct weight in Shopify and reprocess the return.

Some carriers do not support certain regions. If the destination is not supported for the selected carrier, switch to an alternative. You can also check whether the customer's country is enabled in your returns settings.

Some carriers require a phone number in the customer's address or in your company profile. Check both and add a valid phone number in international format if missing.

Labels can fail during carrier downtime. If regenerating the label does not help, check whether there is a known carrier issue and try again later.

QR codes require a valid customer address including a correctly formatted postcode. DHL does not support QR codes — use a printable label instead. Royal Mail QR codes also require the customer's first and last name to be present on the order.

If an order is closed in Mintsoft before dispatch, shipment data is not sent to Swap and labels cannot be generated. Reopen the order in Mintsoft, set the shipping method to SWAP, and mark for dispatch again.