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Returns by buyers
integration
To business customers

Returns

Returns by buyers after receipt

Automate the return process if a buyer wishes to return some or all of the goods after receipt.

The service allows you to accept returns from buyers in the manner of your choice:

  • Independent processing of returns in accordance with the seller's terms and conditions and the requirements of current legislation, without involving the seller in the return delivery process.
  • Return processing by the seller via the Nova Post API at the buyer's request.

You specify which return methods will be available to your buyers when you activate the service.

Benefits of returns for e-commerce

  • You set the return period
    Define a single return period for all shipments
  • Single return address for all shipments
    Parcel is returned to the specified address, regardless of the sender’s address
  • No double customs clearance
    We handle all customs paperwork
  • Fast return delivery
    from 1 day for local returns;
    from 3 days for returns from Ukraine
  • Fully automated
    No need to manually process requests from buyers

Benefits of returns for the buyer

  • Partial or full returns
  • Registration in a familiar application*
  • No label printing required

* Buyers in Ukraine can also arrange a return at any branch if the seller allows independent return processing.

How does it work

  • The buyer arranges the return independently

    After receiving the goods within the period specified by you, the buyer has the option to request a partial or full refund.

    1. 1
      The recipient completes the return via the app* and sends the parcel back for return delivery.
    1. 2
      Nova Post delivers the parcel to the address specified by the seller for returns.

    * Recipients in Ukraine can arrange returns at any branch.

  • You issue a return invoice for the buyer

    After receiving the goods, the buyer informs you that they wish to return them.

    1. 1
      You process the return via the Nova Post API.
    2. 2
      Send the shipment number or file with the digital label to the buyer.
    3. 3
      The buyer sends the goods under this number.
    4. 4
      Nova Post delivers the parcel to the address specified by the seller for returns.

How to get started

Return services are available to all Nova Post business customers who have signed a service agreement.

To set up the return conditions:

  1. 1
    Please contact your personal manager or the sales department with a request to connect the service:
  1. 2
    Agree on the main parameters of the service:
    • rates,
    • storage terms,
    • return terms,
    • return address.
  1. 3
    After agreement, the service will be activated for all parcels sent after the service activation.

How to initiate a return as a buyer

The seller determines the methods of return available to the buyer.

  • At any branch *Only for recipients in Ukraine

    1. 1
      Inform the operator that you wish to send an international return and provide the original parcel number.
    2. 2
      The operator will process the return and provide the shipping documents.

  • Contact the seller

    The buyer can only send a return after agreeing with you.

  • Via the app

    1. 1
      Find the parcel number for your order in the app and go to the parcel details.
    2. 2
      Press the “Return to sender” button.
    3. 3
      Select the branch from which the return will be sent, or specify the shipment from the address.
    4. 4
      Confirm the creation of the return.
    5. 5
      Send a parcel:
      • through a branch: provide the number of the return invoice and hand over the parcel to the operator,
      • by courier from the address.

Additional services

Methods of sending returns by the recipient

From the recipient in Europe

  • From a branch
  • From an address
  • From a point

 Returns can only be sent from Nova Post branches. Partner branches do not accept returns for shipment

Від одержувача в Україні

  • From the branch

 Shipping from parcel lockers and points in Ukraine is not available

Return tracking

You will know exactly which order is being returned. The tracking numbers for the return and the original parcel are linked.

Information about the delivery and return status is available:

  • in the Nova Post tracking service
  • in the business client's personal account
  • in the API

Frequently asked questions

  • What types of returns are available for businesses?

    Nova Post offers three types of international returns:

    1. 1
      Automatic return - activated without the seller's involvement in case of refusal by the buyer or expiration of the storage period.
    2. 2
      Return after receipt - initiated by the buyer after receiving the goods (full or partial).
    3. 3
      Return before receipt - initiated by the seller before the shipment is delivered.- ініціюється продавцем до моменту вручення відправлення.

  • For which types of shipments can return services be ordered?

    Documents and parcels weighing up to 30 kg
    Maximum dimensions:

    • length up to 300 cm
    • width and height up to 170 cm

  • Do I need to manually initiate each return?

    If the seller has allowed buyers to process returns themselves, then no additional action is required from the seller. If the seller has chosen to process returns from buyers themselves, they create each return independently via the Nova Post API.

  • Can I change the return address?

    The delivery address can only be changed for new returns. To do this, contact your personal manager. The new address will apply to all new returns created after the change is made. This does not affect previously created returns.

  • Is it possible to return part of the goods from a parcel?

    Yes. The buyer can arrange for a full or partial return in the mobile app or at a Nova Post branch.

  • Does the buyer need to print or label anything?

    No. All documents are generated automatically by the system. The buyer does not need to print or affix any labels.

  • Does the buyer sign any documents upon return?

    Only buyers from Ukraine. In case of return after receipt, the buyer signs the invoice and transport documents when handing over the goods at the branch.