Manage Returns is an online tool from Canada Post that allows you to create policies that will:

• Manage customer returns
• Show incoming and past returns
• Set up notifications

If you need help using the tool or have questions, read our Manage Returns frequently asked questions.

Get started

To get started using the Manage Returns online tool, sign in to your business profile on the Canada Post website. If you don’t have one, you can create a business profile. Depending on your account type, you’ll need a parcel services agreement and/or a credit card to create a return policy.

On this page

• What is a return policy?
• Create a return policy
• Check inbound returns
• Managing return policies
• Setting up notifications

What’s a return policy?

A Canada Post return policy helps you automate customer returns. This will save your customers time and give them a smooth return experience through our website or at a post office.

Easily set up your return policy to govern processes, including:

• How and where your customers can get a return shipping label
• What shipping service to use for returns
• Your return address

Checking inbound returns

Returns for the next 5 days

The return forecast shows how many returns you can expect for the next 5 business days. You can also download the information in Excel and in comma-separated values (CSV) format. The numbers provided are estimates based on the latest tracking information available.

Returns received in the past 12 months

The 12-month report helps you see return patterns and trends. This information is available in a monthly, weekly, or daily view. You can also download the information in Excel and CSV format. The numbers provided are estimates based on the latest tracking information available.

Managing return policies

In the “Return policies” tab, you can view and manage your policies in a table.

In this table, you can:

• Open your policies
• Activate your policies
• Deactivate your policies
• Delete your policies

From this page, you can also:

• View your policy settings.
• Copy the direct return link (if your policy allows customers to get return labels online). Provide this link to your customers so they can create the label in a few steps.
• Update any policy details.
• Delete a policy.
  • Please note: You can’t restore your return policy after it’s deleted. This means your customers will no longer have access to return labels from that policy. However, any return labels already created with that policy number will still be valid and usable.
• Deactivate or activate a policy.
  • You can activate your policy again when you’re ready.
  • Please note: Any return labels already created with that policy number will still be valid and usable.

Suspended policies

A return policy can be suspended if your payment method is unavailable. For example, if your credit card has expired.

What should I do if my policy is suspended?

1. If you have a parcel services agreement with Canada Post, verify if your account is in good standing by calling Commercial Billing and Payment Support at 1-800-267-7651. Your return policy will no longer be suspended following verification.
2. If you use credit cards for return shipping payments, visit My Profile to make sure your credit card hasn’t expired and has credit available.
   1. If necessary, update your default credit card.
   2. Call Commercial Billing and Payment Support at 1-800-267-7651 to remove the suspension.

Please note: Have your suspended policy ID(s) ready so we can help you as quickly as possible.

Setting up notifications

Visit the “Notification settings” tab to set up email notifications for returns. You can add up to 4 email recipients. For each recipient, select what events to be notified about (for example, received, delivery, or exception events). Then, choose whether you want daily summaries or individual updates for each return.

Type of events for the updates:

• Received : The return has been dropped off at Canada Post
• Exception : There are events that could affect delivery
• Delivery : The return is complete