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Returns Tab — Processing Customer Return Labels (Ops Monitor)

Audience: Support / Ops team Location: Voiply Ops Monitor → Orders group → Returns Owner: John Michael Dugenio (jmdugenio@voiply.com) Last updated: September 30, 2026

What this tool is

The Returns tab lets you issue a prepaid return shipping label for any customer — US or Canada — directly from the Ops Monitor. It's the same label the portal sells during cancellation, without the customer having to go through the portal themselves.

Use it when:

  • A customer on the phone, chat, or a ticket needs to send their adapter (or internet router) back
  • The customer couldn't complete the return through the portal
  • Support decides to comp the label for free (goodwill), which the portal cannot do

You choose per label whether the customer pays the fee or gets it free.

What the customer pays (when charged)

Destination Fee
US returns (Austin or Ramsey) Flat $5.99 — same as the portal
Canadian returns (Gentek) The actual label cost, rounded up to the next .99 — e.g. $11.22 postage → customer pays $11.99. Canadian postage varies a lot by distance, so the fee follows the real cost. Preview always shows the exact amount — quote the customer that number, never $5.99.

How to issue a label (step by step)

  1. Open the tab. Ops Monitor → Orders → Returns. Make sure you're on the Process Label view (the first pill).
  2. Look the customer up. Enter any ONE of these in the search field and click Look up (or press Enter):
    • Order ID (e.g. rebeccamekler033)
    • Email address
    • Phone number
  3. Select the customer. If more than one match appears, click the correct card. Check the card for warnings:
    • ⚠ "return label already on record" — they may already have one; ask before issuing a duplicate (see Troubleshooting)
    • "No default payment method" — the paid option won't work for them; free only
  4. Check the ship-from address. The address fields pre-fill from the customer's record. What is shown in the fields is exactly what ships, so:
    • If the customer moved, type their current address over the pre-filled one
    • If the fields come up empty ("no address on Stripe"), type the address they give you
    • Name, street, city, state/province, and ZIP/postal code are required — empty required fields highlight orange
  5. Pick the two toggles:
    • Free label or Charge — default to charging, same as the portal. Free is for support goodwill; use your team's comp guidelines. (The paid button reads "Charge $5.99" for US destinations and "Charge label cost (.99)" for Canada.)
    • Destination — pick by what and where:
      • Adapter → Austin, TX — Voiply phone adapters/ATAs, US customers
      • Internet router → Ramsey, NJ — Voiply Internet routers, US customers
      • Canada → Gentek (Trenton, ON) — any Canadian customer's device
      • Returning both an adapter and a router? Issue two labels.
      • The customer's address country must match the destination (US address → US dock, Canadian address → Gentek). The tool refuses a mismatch — pick the right destination instead.
  6. Click Preview rate. This verifies the address with the carrier and quotes the postage — and for Canada, the exact fee the customer will pay. Nothing is bought or charged at this step. If the address fails verification, fix it and preview again.
  7. Click Generate label. This is the real step:
    • If charging, the customer's card on file is charged first — if the card declines, no label is bought and you'll see the decline reason
    • The label PDF opens in a new tab automatically, and a Download label (PDF) link appears in the result
  8. Get the label to the customer. Download the PDF and attach it to their ticket/email reply. Tell them: put the device in any box, stick the label on, hand it to the carrier or drop it in a mailbox.

Changing the fee option, destination, or any address field after a preview disables Generate until you preview again — that's intentional, so you always see the final rate, fee, and address before anything is bought.

What happens automatically after you generate

You don't need to do any of this — it's wired in:

  • Tracking is stamped on the customer's HubSpot contact (tracking property)
  • A purchase alert posts to Slack within a few minutes (return-label alert channel), with a refund-eligibility preview attached
  • When the package is delivered back to us, the existing automation issues the customer's refund where eligible — same flow as portal-bought labels
  • The label is recorded permanently (who issued it, for whom, paid or free, fee amount, tracking, postage cost) — visible in the "Recent labels from this tab" table, with a re-download link if the customer loses the PDF

The Return Data view (second pill)

Answers two questions for the team:

  1. How many adapters actually come back vs labels we generate — monthly counts of labels issued, delivered back, still in transit, and "label bought but never shipped," plus an overall return rate. Covers all three docks (Austin, Ramsey, and Gentek).
  2. How many labels are paid vs free — fee charges collected vs total labels (free is estimated as the difference), plus the exact paid/free split for labels issued from this tab

Default window is 90 days.

Troubleshooting

What you see What it means / what to do
"No Stripe customer matched..." Try a different identifier (email instead of phone, or the order ID). If they truly have no billing record, escalate to JM.
"no address on Stripe — type one into the ship-from fields below" Normal — just type the address the customer gives you.
Orange highlighted fields A required address field is empty. Fill it and preview again.
"from_address_country_does_not_match_destination" US address with the Canada dock selected, or vice versa. Pick the destination that matches where the customer lives.
"no_rates_returned" on a Canadian preview Canada Post briefly timed out on the rate quote. The tool already retries once automatically — if it still fails, wait a minute and click Preview again.
"fee_charge_failed ... card declined" The charge didn't go through. Either ask the customer to update their card, or switch to Free label if you're comping it.
"RETURNS_LABEL_WRITES_ENABLED is not true" (or FEE flag) The feature has been switched off by an admin. Contact JM.
Label PDF didn't open Pop-up blocked. Use the Download label (PDF) link in the result, or the "label ↗" link in the Recent labels table.
Customer already has a label on record Labels expire after roughly 90 days. If theirs is recent, resend that one's PDF from the Recent table (if issued here) instead of buying another. If it's old or was bought through the portal and lost, issuing a fresh free replacement is fine.

Good to know

  • Postage is a real cost to Voiply (~$6 US, ~$11+ Canada). The fee roughly covers it on paid labels; free labels are a real expense — use comp judgment.
  • Every label is logged with your name as the issuer (from your SSO login).
  • Package spec is fixed (small box, 9×4×4 in, 6 oz) — right for adapters and routers; this is not a general shipping tool.
  • Return docks — this is where the boxes go; customers don't need the address, it's on the label:
    • VOIPly LLC, 2200 Wheless Lane, Austin TX 78723 — US adapters
    • Voiply LLC, 500 Lake Street, Ramsey NJ 07446 — US internet routers
    • Gentek / TDL Canada, 75 Huff Ave, Trenton ON K8V 0H3 — Canadian returns, via Canada Post
  • Canadian pricing is cost-based on purpose: a Toronto return costs ~$11.22 to ship (customer pays $11.99), while remote-address returns cost more — the .99 rule always covers the label. Always run Preview and quote the customer the exact fee it shows.

Questions, bugs, or access issues → John Michael (jmdugenio@voiply.com) or the #tech channel.