By default, a return produces one shipping label. Some returns can't travel in one parcel — a bulky item that shipped in its own box, or several units of the same product that each need their own package.
Split labels lets the customer say how many boxes they are sending back and generates a return label for each one. All boxes go to the same return address.
This is different from split return shipments, where routing rules you configure send items from one order back to different destinations. The two work together: on a return that has been split across destinations, the customer can add extra boxes to each shipment separately.
Enabling split labels
Open the Returns drop-down in the sidebar.
Go to Settings.
Select the Returns tab.
Find the Split labels card and enable Allow customers to split labels.
Click Save.
The setting is marked Available for domestic returns only. Returns to an international destination continue to generate a single label, and the multi-box option isn't shown in the portal.
Split labels and consolidated return labels can't both be active
If Consolidated return label is enabled, the split labels toggle is greyed out and hovering over it shows: "Turn off "Consolidated return label" to use this setting."
Customer portal experience
When the setting is enabled, a customer reaching the Summary screen can choose to send their return back in more than one box, and add or remove boxes before submitting.
Up to 5 labels per shipment can be created.
Return shipping fees multiply with the number of labels. A free return stays free however many boxes are added.
Removing the extra boxes returns the fee to its original amount.
Items are not assigned to individual boxes. Every label covers the full item list for that shipment. This keeps the item data on the return accurate for your integrations and reporting.
Labels and emails
On the confirmation page, the customer gets one label card per box, each with its own label, QR code and commercial invoice download, if applicable.
The return email lists a label, QR code and invoice block for each box, so a customer who closes the confirmation page still has every label.
Managing a multi-box return in the dashboard
On the RMA, each box appears nested under its shipment. For each box you can:
View its own tracking number, tracked independently of the other boxes.
Regenerate that box's label without affecting the others.
Download that box's commercial invoice.
Resending the return email sends every label for the return. There is no per-box resend.
Limitations
Domestic returns only. International returns generate a single label, due to customs limitations.
Maximum of 5 labels per shipment.
Items aren't split across boxes. Each label covers the same item list.
The consolidated return label can't be used at the same time. The two settings are mutually exclusive, so choose whichever suits your customers better: one label covering items added across several visits, or several labels for one return.
Faulty items aren't covered at this stage. Returns containing a faulty item aren't supported by split labels.
Pre-order items and return to store. No label is created, as with any other return.
If a label fails to generate for one of the boxes, see Troubleshooting return label generation issues.