Eng
Buyer Returns
integration
For Business clients

Returns

Buyer-initiated post-delivery returns

Automate the return process when a buyer wishes to return goods partially or in full after receiving them.

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

  • Independent return processing in accordance with the seller's terms and conditions and the requirements of applicable law, without involving the seller in the return delivery process.
  • Return processing by the seller via the Nova Post API upon request from the buyer.

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

  • Local shipments within Poland
  • Shipments within Europe
  • Shipments from Ukraine

Advantages 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

Advantages 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 item within the period specified by you, the buyer has the option to arrange a partial or full refund using Nova Post.

    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.

Methods of sending returns by the recipient

From the recipient in Europe

  • From the branch
  • From the address
  • From point

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

From the recipient in Ukraine

  • From the branch

 Shipping from post offices and points in Ukraine is not available.

Return tracking

You’ll always know exactly which order is being returned.
Delivery status and return updates are available in:

  • Nova Post’s tracking service
  • Business customer account
  • Via API

How to get started

Return services are available to all Nova Post business customers with an active service agreement.

To set up return conditions:

  1. 1
    Submit a request to enable the service by contacting your account manager or sales team:
  1. 2
    Agree on key service parameters:
    • Rates,
    • Storage periods,
    • Return periods,
    • Return address.
  1. 3
    Once confirmed, the service will be activated for all parcels sent after the confirmation.

How to initiate a return as a buyer

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

  • In any branch  *only for recipients in Ukraine

    1. 1
      Inform the operator of your desire to send an international return and provide the number of the original parcel.
    2. 2
      The operator will process the return and provide shipping documents.

  • Contact the seller

    The buyer can only send a return after getting your approval.

  • 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 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

Cost

  • Across Poland
    from 20 zł
  • Across Europe
    from 40 zł
  • From Ukraine
    from 20 zł

The cost depends on parcel weight and dimensions.

For detailed rates, contact your account manager or sales team:

Return delivery fees are charged to the sender

Additional services

Frequently asked questions

  • What types of returns are available for businesses?

    Nova Post offers three types of international returns:

    1. 1
      Auto-return: Activated automatically without seller involvement if the buyer refuses the parcel or the storage period expires.
    2. 2
      Post-delivery return: Initiated by the buyer after receiving the goods (full or partial return).
    3. 3
      Pre-delivery return: Initiated by the seller before the shipment is delivered to the buyer.

  • Which shipment types are eligible for return services?

    Documents and parcels 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, 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. Contact your account manager to update the address. The new address will apply to all new returns created after the changes are made. Previously created returns are not affected.

  • Can I return only part of my parcel?

    Yes. The buyer can process full or partial returns via the Nova Post app or at any branch.

  • Should the buyer print or label anything?

    No. All documents are auto-generated by the system. The buyer does not need to print or stick labels.

  • Should the buyer sign the documents for the return?

    Only buyers from Ukraine. For post-delivery returns, the buyer signs the invoice and shipping documents when handing over the goods at the branch.