Sometimes packages will come back to you as returns. Fortunately, this doesn’t happen very often however, it is part of the shipping process. There are different types of returns:
- Return shipments that are undeliverable and that the carrier returns to the sender (RTS)
- Customer returns which are shipments your customers return directly.
How returns are handled depends on the original destination. For example, Canadian returns have a different process than U.S. and international shipments since they have to clear Canadian customs.
In the next section, we will go through the handling of Canadian shipments versus U.S. and international shipments.
Canadian Returns
A Canadian shipment that is undeliverable and returned to the sender by our partner carrier will be sent back to one of our hub branches. Chit Chats will then return the shipment to you by your preferred method:
- Pick up at a branch
- Return shipments can be picked up at your selected branch and are held for 15 business days
- Mailed back to you (shipping costs apply)
- Return shipments are consolidated over a two week period and then mailed back to your address on file in your Chit Chats account
- Sent with your scheduled pickups
- Available only to approved Chit Chats pick up clients
Review your return settings to update and select your preferred method. Remember to also be clear and communicate to your Canadian customers how returns should be sent back for any orders whether it’s in your email messaging, check out page and on your ecommerce website. Some options that could be used is using a PO Box or your own business address for any customer returns. Find the fees for Canadian return shipments here.
💡If you ship with Chit Chats the return address on the Canadian shipment will display a different region as the return address as it will be associated with the destination region of the shipment. No need for alarm as this will ensure that the package if returned is sent back to the correct branch.
U.S. & International Returns
All U.S. and international shipments require a U.S. return address. There are 3 options available:
- Chit Chats U.S. Return Address
- Your Own U.S. Return Address
- U.S. Disposal Address
At this time, Chit Chats does not offer a return service for International shipments. If an international shipment is undeliverable it will not be returned so remember to verify the address with your customer and include their phone number or email so they can be notified in case customs or the local post authority delivery the packages needs to contact them.
Sometimes international shipments will be held at the local post off for pick up and a notice will be sent to the recipient. There are instances where the window for pick up is short so it helps to keep your customers informed and how they can proactively get their shipment.
1. Chit Chats U.S. Return Address
By default, any U.S. and international shipments created in your Chit Chats account will use Chit Chats’ U.S. return address. If you prefer to manage your own returns or dispose of them you must update your return address settings to avoid additional return fees.
To use our U.S. return address and have returns brought back into Canada two things are required: a completed Power of Attorney (POA) form and registration with CARM. The CBSA is introducing a new digital initiative called CARM (CBSA Assessment and Revenue Management) and registration will be required in order for our customs broker to clear your shipments back into Canada.
Both your POA form and CARM registration requires your federal business number.
- Find instructions in our Help & Support on how to submit a POA from your return settings.
- Our customs broker must approve the POA in order for the return to be brought back into Canada and returned to you by your preferred return method.
All return shipments managed by Chit Chats will incur return fees. Read more
If your return settings are not updated, any return shipments will be held for 15 business days before they are disposed of. You will be notified directly by email and dashboard notification.
2. Your Own U.S. Return Address
Add your own U.S. return address to manage your returns and avoid return fees. Make sure your customers know to send any returns to this address by outlining a clear return policy on your website, check out page and any email communication.
3. U.S. Disposal Address
Select the U.S. Disposal Address to have any undeliverable returns disposed of at no charge.
Note: We do not permit the use of our U.S. return address for the purpose of importation. Only U.S. and international returns originally shipped through Chit Chats will be managed and processed.
Chit Chats Return Labels
Another alternative for returns is to provide a Chit Chats return label. Include a return label with the order to your customer, this way if they want to return the order you can provide an easy option that also ensures you receive the return where you want it to be sent. Learn more about which services offers this benefit in the blog below.