Returns FAQ

What are the different types of return services supported by Metapack?

Metapack covers all of the ways that your customers can return goods:

  • Drop-off return

    The customer is given a return label that can be attached to the parcel and then returns the parcel  by dropping it off at any of the carrier’s drop-of points.

  • Collection from home with an integrated pickup request

    The return is collected from a customer’s home. When the return is created, a specific pickup date (and time for some carriers) needs to be provided by the customer. This data is passed to the carrier, which will pick up the return from the customer’s home on the provided date.

  • Collection from home without a pickup request

    The return is collected from a customer’s home, but the pickup is scheduled outside of the Metapack carrier integration. The customer is expected to contact the carrier and arrange for pickup on a day and time convenient for both parties. In this case, the customer is given a return label and the shipper usually provides instructions for arranging pickup. This information is not generated by Metapack because it might depend on the agreement that the shipper has with the carrier.

  • Generic return

    This type of service provides the most flexibility for shoppers because they are given return labels that can be attached to parcels, which can be dropped off at carrier's drop-off points or picked up by the carrier.

Does Metapack offer any plugin options for eCommerce platforms?

As at September 2021, not yet, but the capability is under consideration.

Will my returns appear in Delivery Tracker?

Short answer: Yes.

Long answer: No.

Technically, a return will appear in Delivery Tracker if you use the same order number as the outbound. However, at the moment, Delivery Tracker is not designed for handling return parcels, so it cannot provide clear return delivery updates.


When submitting an order (example order number: 01234 ) as a return, Metapack recommends appending a Returns reference ( RET) to the end of your order number (01234RET). This will prevent Delivery Tracker from displaying the order as a return because it exact matches information against an order number.

When is a Pick-up type a Pick-up and a Delivery type a Delivery?

The Pick-up transaction type should be used only for returns that include integrated pick-up request.

The Delivery transaction type should be used for all other types of returns (drop-off returns, collection returns without pickup request, and generic returns that combine the two options).

How should the recipient and sender addresses be set?

Recipient address is the address that the shipper wants the sender to use to return the goods.

Sender address is the address of the customer who received the goods or the address of the person returning the goods (if different from the original recipient).