Ezi Returns | Help Manuals

EZI CUSTOMER USER MANUALS

How to access your label portal settings

Your Ezi label portal has various settings and features to suit your needs and returns policy. Please spend some time to understand these before making any changes, if you need any help or advice please contact us and we will be happy to guide you through it.

In the top bar menu of your Ezi portal, navigate to the 'Label Portal' section. Hover over it and select 'Label Portal Settings'.

You can view and edit your settings here.

Setting up and editing your label portal

Your branding, messages, terms, and contact details

You can personalise your label portal in the following ways:

Your logo: Add your logo to display on the label portal home page

Home page image: Add a lifestyle or brand image to help your brand or product identity

Your website link: This can be displayed here for customers to visit your contact page for example

Your trading or store name: This will be displayed here in the opening message

Home page message (optional): You can add a short message to your customers to get them started with the returns process. Max 150 characters.

Instructions for your customers (optional)

You can add a message or instructions to your customers here that will appear on the returns page where customers select what they are returning, the reasons, and actions. For example, you can use this space for instructions regarding changes to the order, delivery address exchanges, etc.

Message in customer email (optional)

You can add any specific instructions or message to your customers. This text will appear in the confirmation email sent to your customer after generating the label.

Max 300 characters.

Ezi Tip:

Keep it to 1 or 2 short paragraphs. You could mention your refund/exchange processing times, specific requirements for packaging your products or anything else that may apply to your customers return experience.

Your website URL

In addition to appearing on the home page, this link will be included in the confirmation email sent. We recommend adding a link to your website contact page so your customers can contact you if they have a query regarding their return.

Your customer service email address

The email address supplied is included in the confirmation email sent to the customer.

Ezi Tip:

Publicising your contact or customer service details to your customers can result in a better experience and builds more trust. It also reduces the chance of frustration and bad feedback from customers when they do not know how to contact a seller.

Terms and conditions

Choose 1 of the 2 following options:

Add a link to your terms and conditions or returns policy on your website. This link will be included in the confirmation email sent to the customer.

Add your terms and conditions or returns policy text, and format it as required.

Ezi Tip:

We recommend option 1, link to your website T&C's or returns policy so you have up to date information for all your customers in one place.

Customer options

Reason options
Set which return reasons you want to offer your customers to select from. You can edit or remove the reasons shown, or add your own. Each new reason should be added on a new line.

Action options
Choose which actions you want to offer your customers. You can edit or remove the actions shown or add your own. Each new action should be added on a new line.

Ezi Tip:

Keep the number of reasons and actions to a minimum to avoid confusing your customers. Ensure they match your products and needs. The data collected over time can provide useful insights into returns and why they happen, identify problem products or listings issues, faulty items, etc.

Countries and service settings

By default, all the countries available in your account will be shown in the Service details table (see below). The regional account you are subscribed to is also shown.

Once you have decided what your returns policy will be, you can choose which services are available in each country.

'Include Self Post' should be ticked if you want your customers to have the option to print a label but pay for the postage themselves over the counter at their choice of local post office or courier.

By including both Self Post and Customer Paid labels, your customer will be presented with at least 2 services to choose from offering flexibility for them to select the most suitable option.

Self Post labels can also be used in countries where we do not currently have a courier label service.

Ezi Tip:

If your policy is for your customers to pay for returns, we recommend you offer your customer both options of 'Self Post' and 'Customer Paid'.

Service details

Label service: You can disable any countries or services you do not want to offer by unchecking the box to the left of each line.

Your costs: The cost to you charged at your default invoicing currency excluding VAT.

Selling currency:The local currency the customer will pay in if using customer paid options.

Selling price: To offer free post returns in a country to all your customers leave blank or 0.00. To charge your customers at checkout you can set the price here in each local currency.

Ezi Tip:

Offering free returns to your customers is a well proven way to gain trust with your customers and increase sales. Not sure? Why not trial it in a certain country?

Setting up customer paid labels

To have your customers pay for their return labels you can enter a selling price in the local currency for each country or service. Once a selling price is entered here it will activate the checkout process for your customer to pay for the label on the portal. When entering the prices remember to use the correct currency conversion.

We would advise you to keep the self post option available for each country. Self post labels mean the customer can register the return in the same way but then take the parcel to a post or courier service of their choice and pay over the counter for the postage.

Any income generated from label sales on your label portal from customer paid labels is recorded and will be credited against your invoice minus a 6% merchant/admin fee.

You can see all labels in your Labels Generated report.

(Please note labels take approximately 6 hours to appear in your labels generated report)

Discount codes

If you are setting your labels to be 'Customer paid' you may still need to offer free return postage to certain customers. This is useful, for example, if your customer has received an incorrect or damaged item. Discount codes are used to bypass the checkout/payment page.

Specify your own discount code and set an optional expiry date, or leave blank if no expiry date is required. You then send this code to any customers requiring a free post return with the following instructions:

“To obtain a free post label enter the following code where prompted on page 1 (Home page) or page 4 (Services
selection) of the label portal where you will see the message”

“If you have a voucher code from the seller click here”

"Your voucher code is ABC123"

Options and ideas for using discount codes

Set different discount codes for different customers, countries or sales channels
We suggest you change your discount code at least every month to avoid misuse
Set expiry date for a specific code or codes to avoid misuse

Ezi Tip:

You can now send your customers your Label Portal link with a pre-set discount code!

Simply add the suffix: /?discountcode=YOURDISCOUNTCODE

e.g. www.YOURLABELPORTAL.com/?discountcode=FREE15

Advanced settings

Advanced settings in this section are only available for customers with an API integration.

You can ignore this section if you are not integrated with us.

Days since order
Set maximum number of days that returns can be submitted since order date.

Minimum order values
You can set minimum order values in various currencies to prevent customers generating returns for low value items in various currencies.

Embed the label portal onto your website

Use this code to embed the label portal onto your website:

<iframe src="https://labels.eziretu rns.com/"></iframe>

You will need to change the URL from labels.ezireturns.com to your portal address.

This will then display the portal on your own website.

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