The Shipping & payments tab controls what customers pay for a return, which carrier services they can choose, where returns are sent, and what appears on the shipping label.
Open the tab
Go to Configuration in your dashboard, choose your returns portal, then select Shipping & payments in the sidebar. The page has four sections: Charge for returns, Carrier services, Address book and Additional shipping options.
Saving your changes
Every field on the page can be edited straight away. When you change something, Save and Cancel appear at the top of the page. Click Save to apply all your changes at once, or Cancel to discard them. The returns address is the exception: it saves from its own window (see Address book below).
1. Charge for returns
Use Charge customers for returns to choose whether returns are free.
No (Free): customers aren’t charged for a return.
Yes: choose a Payment type:
Upfront payment: customers pay in the returns portal before they submit their return. This needs a connected bank account. If the option is greyed out, contact your account manager to set one up.
Deduct from refund: the charge is taken off the customer’s refund.
Collected charges are paid out to your account twice a month.
On the Free plan, customer charges are set by the At Last team and can’t be edited from this page.
2. Carrier services
This section lists the carrier services available on your portal, split into Domestic services and International services. Each service shows:
Customer charge (inc. VAT): what the customer pays for this service. You can edit it when charging for returns is switched on.
Country: where the service collects from.
Method: Drop off or Collection.
Enabled: only enabled services appear in your returns portal.
If your portal has no carrier services yet, click Contact support and our team will set them up.
3. Address book
This is the address your returns are sent to. Every return label created from your portal is addressed to it.
Add your address
Click Add address.
Fill in Address line 1, Town/City and Postcode. Address lines 2 and 3 are optional.
Click Add address to save.
The country is set to the United Kingdom.
Change your address
Click the ⋯ menu beside your address and choose Edit.
Update the fields you need to change.
Click Save.
Check the address carefully before you save. A wrong address sends parcels to the wrong place. Labels that have already been created keep the old address, so only new returns go to the updated one.
You can store one returns address at the moment, so Add address is greyed out once an address is saved.
4. Additional shipping options
Under Identifier on shipment label, choose the reference printed at the bottom of each return label. You can match it to the return in your dashboard.
Return name (default): the unique name At Last generates for each return.
Order: the customer’s order number.
How each option looks on the label
Return name (default): the At Last What3Words-style return name is printed as the reference.
Order Number: the value from your order field is printed as the reference — usually a sequence of numbers or letters (e.g. "Customer reference Test 3" or #1330).
