Easy Return
A simple service that allows your customer to return an unfit item after receiving it.
Advantages
This service is free of charge for returning documents and parcels up to 30 kg
Send and receive goods either from a parcel locker, branch, or by courier
Order this service in a few clicks
Track orders under which a customer returns the goods
Free shipping applies to standard delivery. Additional paid services (e.g. address-specific delivery or delivery to a supermarket) are charged separately at the applicable rates.
How can your customer benefit from the service
Send these guidelines to the customer.
You can order this service and track the delivery status via the mobile app or business account.
To do so, the customer must:
- Access the "My shipments" section and select the parcel to be returned.
- Select the Easy Return service in the Manage your parcel field.
- Select the reason for returning the goods from the list.
- Send the parcel to the seller based on the created waybill.
How to track returns
in your business account
- Go to the Inbox section
- Copy and paste the express waybill (EW) number in the Easy parcel return column.
in a mobile app
- Go to the My parcels section
- Click on the Easy parcel return field and copy the express waybill (EW) number.
How to inform customers about the return service
- Place information on your website about the new service from Nova Post, update your Return Policy and inform your customers about the Easy Return service.
- Display the Easy Return button on the product card.
- Add a note about this free service to the shopping cart when ordering delivery via Nova Post.
- Share the free Easy Return service in your social media and newsletters.
Resources to help you tell a great story about the new service from Nova poshta
Terms of service
Nova Post doesn't settle the financial matters between you and the customer. To return the goods, the customer must negotiate the terms with you
The customer can return the goods within 14 days after receipt
Cargo exceeding 30 kg, pallets, and tires/wheels are not covered by this service and are calculated as a new shipment at regular rates
The goods must be packed, with marketable appearance, all tags, a sales receipt, and a warranty certificate
When ordering a courier delivery, you must pay 50 UAH for the address service
*When returning goods to supermarket chains using the ‘Easy Return’ service, an additional paid service called ‘Delivery to Supermarket’ is added. Its cost is calculated according to the current rates of Nova Post.
To avoid any issues with refunds, we suggest that you discuss the terms and conditions of the refund with the seller when purchasing the goods
Within this service, we can only deliver parcels. You must discuss the possibility and rules for returning goods, as well as the terms and conditions of the refund with the customer.
Before refunding, the seller will inspect the goods at the branch and check their marketable appearance, tags, receipts, and warranty.
Frequently asked questions
- A customer has ordered several products on my marketplace. Can they return only part of the goods from the entire parcel?
Yes, as part of the Easy Return service, the customer can return some of the goods from the entire parcel.
However, Nova Post is only responsible for the delivery of goods as part of the service. Thus, the customer must first contact you to agree on the refund and return of goods.
- Is it possible to refund the customer with Nova Post?
- How long does it take to return goods via Easy Return service?
- Can I order Easy Return via API or in the seller's business account?
- Why can't a customer apply for the Easy Return service?
- How can I change the address if I accept a return to a different location?
- The customer failed to warn me about the return. What should I do?
- The customer returned the wrong product or a product of poor quality. What should I do?
- How can I find out which order is being returned using the API?
- Does Nova Post check what the customer is returning?
- Part or all of the products I sell are non-returnable. What should I do when customers still return such products?
- I have a Non-standard Return Shipping set up: all returns are sent to the same address. Where will I receive the EW when ordering Easy Return?
- How does the return cost change if I accept goods in supermarkets?
Please contact your personal manager or contact center for additional questions and suggestions on how to improve the service.