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Easy Return
integration

Easy Return

A simple service that allows your customer to return an unfit item after receiving it.

Advantages

  • This service is free of charge for returning documents and parcels up to 30 kg
  • Send and receive goods either from a parcel locker, branch, or by courier
  • Order this service in a few clicks
  • Track orders under which a customer returns the goods

How can your customer benefit from the service

Send these guidelines to the customer.

You can order this service and track the delivery status via the mobile app or business account.

To do so, the customer must:

  1. 1
    Access the "My shipments" section and select the parcel to be returned.
  2. 2
    Select the Easy Return service in the Manage your parcel field.
  3. 3
    Select the reason for returning the goods from the list.
  4. 4
    Send the parcel to the seller based on the created waybill.

How to track returns

in your business account

  1. 1
    Go to the Inbox section
  2. 2
    Copy and paste the express waybill (EW) number in the Easy parcel return column.
  3. 3
    Check the delivery status through the EW tracking.

in a mobile app

  1. 1
    Go to the My parcels section
  2. 2
    Click on the Easy parcel return field and copy the express waybill (EW) number.
  3. 3
    Check the delivery status through the EW tracking.

How to inform customers about the return service

  • 1
    Place information on your website about the new service from Nova Post, update your Return Policy and inform your customers about the Easy Return service.
  • 2
    Display the Easy Return button on the product card.
  • 3
    Add a note about this free service to the shopping cart when ordering delivery via Nova Post.
  • 4
    Share the free Easy Return service in your social media and newsletters.

Resources to help you tell a great story about the new service from Nova poshta

Terms of service

  • Nova Post doesn't settle the financial matters between you and the customer. To return the goods, the customer must negotiate the terms with you
  • The customer can return the goods within 14 days after receipt
  • Only those goods regulated by the Consumer Rights Protection Resolution can be returned
  • Cargo exceeding 30 kg, pallets, and tires/wheels are not covered by this service and are calculated as a new shipment at regular rates
  • The goods must be packed, with marketable appearance, all tags, a sales receipt, and a warranty certificate
  • When ordering a courier delivery, you must pay 35 UAH for the address service

To avoid any issues with refunds, we suggest that you discuss the terms and conditions of the refund with the seller when purchasing the goods

Within this service, we can only deliver parcels. You must discuss the possibility and rules for returning goods, as well as the terms and conditions of the refund with the customer.

Before refunding, the seller will inspect the goods at the branch and check their marketable appearance, tags, receipts, and warranty.

Frequently asked questions

  • A customer has ordered several products on my marketplace. Can they return only part of the goods from the entire parcel?

    Yes, as part of the Easy Return service, the customer can return some of the goods from the entire parcel.

    However, Nova Post is only responsible for the delivery of goods as part of the service. Thus, the customer must first contact you to agree on the refund and return of goods.

  • Is it possible to refund the customer with Nova Post?

    As part of the Easy Return service, Nova Post is only responsible for delivering the goods. You should discuss all financial issues with the customer directly: when and how the funds will be returned.

  • How long does it take to return goods via Easy Return service?

    Returns arrive within the regular delivery time of Nova Post:

    • 1
      24 hours between major cities
    • 2
      up to 48 hours between regional centers.

  • Can I order Easy Return via API or in the seller's business account?

    No. The Easy Return service is available only in the mobile app or customer's business account in Nova Post.

  • Why can't a customer apply for the Easy Return service?

    Easy return may not be available to the customer if:

    • 1
      a forwarding or return option was enabled in the waybill
    • 2
      the recipient moved this parcel to the Archive
    • 3
      more than 14 days have passed since the parcel receipt
    • 4
      the category of goods is not subject to return according to the law: medicines, underwear, etc.

    Please specify the number of your shipment for us to figure it out.

  • How can I change the address if I accept a return to a different location?

    The customer can return the goods only to that person and that address, parcel locker, or branch from which you sent them.

    However, if you have the Non-standard Return Shipping option, the parcel will be returned to the address specified therein.

  • The customer failed to warn me about the return. What should I do?

    We suggest that you contact the customer and discuss this issue directly.

    Nova Post doesn't require you to pick up the goods and refund them if the customer hasn't notified you and discussed the return of the goods with you.

  • The customer returned the wrong product or a product of poor quality. What should I do?

    We advise you to proceed according to the Law of Ukraine "On Consumer Rights Protection". The customer can return only those goods regulated by this law.

    The goods that the customer intends to return must be in good condition, with original packaging, intact and properly preserved tags, and a warranty card.

  • How can I find out which order is being returned using the API?

    The tracking bundles of a waybill through Easy Return with the original waybill are totally different compared to, for example, a refusal in the branch/auto-return.

    When ordering the service, the bundle is tracked by incoming EWs, which makes it easier for you to control the return.

    In response to the getStatusDocuments request, you get the following parameters:

    • 1
      PossibilityLightReturn is a parameter indicating the possibility of ordering a service for the specified EW
    • 2
      LightReturnNumber is the number of the primary EW under which the Easy Return was ordered
    • 3
      UndeliveryReasonsSubtypeDescription is a list of reasons that the customer specified when ordering Easy Return service. These may include:
      • 3.1
        unfitting color or size
      • 3.2
        the product is different than expected
      • 3.3
        doesn't match the description or photo
      • 3.4
        the product is of poor quality
      • 3.5
        partial return
      • 3.6
        other reason

  • Does Nova Post check what the customer is returning?

    No, Nova Post employees do not check the contents of the shipment. The company is only responsible for delivery.

  • Part or all of the products I sell are non-returnable. What should I do when customers still return such products?

    If you have no option to return products or sell items that are not subject to return under the Law of Ukraine "On Consumer Rights Protection", such as underwear, swimwear, medicines, etc., we suggest that you proceed within the applicable law.

    Nova Post doesn't require you to pick up such returns.

  • I have a Non-standard Return Shipping set up: all returns are sent to the same address. Where will I receive the EW when ordering Easy Return?

    If you have a Non-standard Return Shipping option, returns will be sent to the address specified in this setting.

Please contact your personal manager or contact center for additional questions and suggestions on how to improve the service.