Welcome to LateShipment.com! This guide will walk you through the process of setting up Returns Experience Management (REM) in your account, enabling a smooth and branded returns experience for your customers.

Step 1: Getting Started

1. Login to your LateShipment.com account.

2. Navigate to Returns Experience Management and click Get Started.

3. Connect Your Store:

   • Select your platform (e.g., Shopify).

   • Enter your Store URL, API Key, API Password, and Access Token.

   • Click Submit.

Step 2: Manage Return Methods

Click on Manage Methods to define how returns are processed:

Scenario 1: No Prepaid Label

• Select "No Prepaid Label".

• Choose whether to charge a restocking fee.

• Close the window and toggle the setting ON.

Scenario 2: Store Credit & Exchanges

• Follow a similar process to enable these options.

Scenario 3: Prepaid Labels Provided

• Click "Setup Auto Label Generation".

• Choose a carrier or select Ship Time by LateShipment.com.

• Fill in your preferred carrier, addresses, and click Submit.

 If using your own labels, choose from FedEx, Canada Post, USPS, etc.

Label Charges & Restocking Options

In Manage Methods, click Change Settings to configure:

• Prepaid Label

• Restock Fee

• Free Return

• Cost of Label (charge customer actual cost)

• Fixed Cost (e.g., $2.00)

Once selected, click Close and activate the toggle.

Step 3: Set Return Address

• Enter your return address(es).

• Click Submit to save changes.

Step 4: Setup Notifications

Go to Setup Notifications and choose how you want to notify customers:

• Via Email: Integrate with your email tools or select LateShipment’s native email notifications.

  • Make sure to verify your CNAME records.

• Via SMS: Choose Notify via SMS and follow the setup instructions.

Step 5: Customize Your Tracking Page

1. Navigate to Settings > Customize Tracking Page.

2. Add:

   • Your custom domain (e.g., returns.yourstore.com)

   • A header (e.g., "Track Your Returns")

3. Click Update.

Step 6: Go Live

1. Go back to Returns Experience Management.

2. Click Get Started and then Go Live.

3. Before finalizing, use the Test Drive feature to verify the portal design and settings.

4. If everything looks good, check the box under Take it Live and click Go Live.

Testing the Returns Portal

1. Copy your live returns portal URL.

2. Enter an Order ID and email address.

3. Click Start Return.

4. Select:

   • Return Method

   • Products to return

   • Reason for return

   • Upload any images if required

5. Review the Return Summary (label cost, restocking fee, etc.).

6. Click Next to proceed.

 During a test drive, no actual notifications are sent unless enabled.

Label & Shipping Info

• After initiating a return, the customer can:

  • Track their return using a link.

  • Download their return label.

Cancel a Return Request

1. Go to Manage Returns.

2. Search by Order ID.

3. Click:

   • Approve/Reject item(s), or

   • Cancel Request > Confirm

You’re All Set!

Your Returns Experience Management is now successfully configured on LateShipment.com. You’re ready to offer a branded, seamless return experience to your customers.

If you have any questions or need support, feel free to reach out to our support team. We're here to help!