This article explains how the consolidated return label works and how to enable it for your store.
Overview
Normally, every return submitted through the portal generates its own shipping label and carries its own return fee. Consolidated return label lets a customer add further items to a return they've already started, so all the items ship back on a single label without a second return fee being charged.
This is useful when a customer's order contains items with different outcomes — for example, a sale item that's only eligible for credit or exchange, alongside a full-price item that's eligible for a refund. Without this feature, the customer would need to submit two separate returns for the same order.
Enabling the consolidated return label
Open the Returns drop-down in the sidebar.
Go to Settings.
Select the Returns tab.
Locate Consolidated return label and enable it.
When active, customers are prompted at the end of the return flow to add further items to the same return.
Portal messaging
Two message blocks appear in the portal when the feature is enabled. Both are configurable with a custom title, body text, and background colour.
Message | Default text | Location |
Return items list message | "Heads up: If you'd like to add additional items to the return, or get a refund for one and credit/exchange for another, you'll be able to at the end — once you've selected your first item." | Banner on top of the returns screen |
Add items prompt | "Would you like to add additional items to this return? You can add more items from this order." | Bottom of the final summary screen |
Customer portal experience
The customer logs in and selects their first item(s) for return.
They complete the standard return flow — selecting a credit type, carrier, and submitting.
On the final page, a prompt appears at the bottom: "Would you like to add additional items to this return? You can add more items from this order."
If the customer selects Yes, add more, they return to the item list. Remaining eligible items from the original order are shown. If no further eligible items exist, the prompt doesn't appear.
If the customer selects No, I'm done, the return is submitted.
When additional items are added:
The original label is replaced with a new consolidated label covering all items.
No additional carrier fee is charged for the subsequent return.
A new confirmation email is sent to the customer with the updated label.
How returns are processed
Each item group added to a consolidated return generates a separate RMA, but all RMAs linked this way share the same label and tracking number. Tracking updates apply to all linked RMAs simultaneously.
On the RMA detail page in the dashboard, each linked return shows a Connected to this RMA section listing the other RMAs sharing the label — including RMA number, order number, and status — so the full group is visible at a glance. Deleted RMAs aren't included in this list.
Instant Exchanges are supported — each RMA charges for its own return items independently.
Limitations
Only items from the same order can be added to a consolidated return — combining separate orders onto one label isn't currently supported.
Split shipments aren't supported. All items in a consolidated return are assigned to the first item's location.
If a return label fails, the consolidated return flow continues as normal. If the label is regenerated, the updated label is applied to all linked RMAs.
The fee from the first return applies to the full consolidated return, even if a subsequent return would have a higher carrier fee.