Introduction
This guide helps customers troubleshoot issues when generating a return label through the Royal Mail link in the returns process. Use the steps below to identify common causes and resolve the problem quickly.
Issue description
Customers may be unable to generate a return label after clicking the Royal Mail return link. This can happen if the return details are incomplete, the browser is causing an issue, or there is a temporary problem with the Royal Mail label service.
Signs
- The Royal Mail return page does not load correctly.
- An error appears when generating the label.
- The label download button does not work.
- The return link opens but no label is created.
- The return process appears to time out or redirect unexpectedly.
Basic troubleshooting steps
Checklist:
- Confirm that you are using the most recent return link from your returns confirmation email or account page.
- Check that your return details are complete and match the order information exactly.
- Try opening the link in a different browser.
- Clear your browser cache and cookies, then try again.
- Disable browser extensions or pop-up blockers that may prevent the label from loading.
- Try again after a few minutes in case the Royal Mail service is temporarily unavailable.
Advanced troubleshooting steps
Step 1: Verify the return link and order details
Open the returns email or account page and confirm that the return link is valid. Make sure the order number, postcode, and any other required details are entered exactly as shown on the order.
Step 2: Retry from a clean browser session
Close all browser windows, reopen the browser, and try the return link again. If the issue continues, use an incognito or private browsing window to rule out cached data or conflicting extensions.
Step 3: Test another device or network
If possible, try generating the label on another device or on a different internet connection. This can help identify whether the issue is related to the device, browser, or network.
Step 4: Download the return label
If you're unable to download the return label from the return page, don't worry. The label is also sent to your email, so please check your inbox for a copy. Be sure to check your junk or spam folder if you can't find it straight away.
Step 5: Contact support
If you still have issues with the returns portal, contact support and include the following details:
- Your order number
- The email address used for the order
- A description of the error message you see
- The browser and device you are using
- A screenshot of the issue, if available