In the Shipping & Payments tab, you control which carrier services your customers can use and how you charge for return labels. Each carrier service can be turned on or off individually and has its own return label price, and you can choose to charge customers upfront, deduct the cost from their refund, or offer free returns.
Step 1: Open the Shipping & Payments tab
Log in to your At Last dashboard and click Configuration in the left-hand menu. Select your returns portal from the list — if you have more than one, they'll all be listed here. Then open the Shipping & Payments tab.
The tab has three sections: Customer payments, Carrier services, and Additional shipping options.
Step 2: Customer payments
Click Edit to set how customers are charged. Use Charge customers for returns to toggle between Yes and No (Free).
If you choose Yes, select a Payment type:
Upfront payment — customers pay the return fee in the portal (entering their payment details) before they can submit their return.
Deduct from refund — no payment is taken during the return. Customers see their expected refund with the return fee already deducted, and your team processes the refund separately.
Step 3: Carrier services
This section is a table of the carrier services you offer. Click Edit to make changes. The columns are:
Domestic / International services — the service name, logo, and maximum parcel weight and dimensions. These are the services customers can choose from.
Customer charge (inc. VAT) — the price customers pay for that service, VAT inclusive. Edit the amount directly in this field.
Country — where the service is available, shown by country code and flag.
Method — how the return is handled: Drop off or Collection.
Enabled — toggle each service on or off. Only enabled services appear in your portal.
To adjust a price, edit the Customer charge (inc. VAT) field. To control which services customers see, toggle them on or off. International carriers, if available, appear below your domestic options.
Example: DPD Parcel Drop Off priced at £5.00 and toggled on is active and visible to customers, while a service toggled off won't appear in the portal.
When you're done, scroll up and click Save.
Step 4: Additional shipping options
This section sets the identifier on the shipment label / customer reference — what's printed on the return's shipping label.
By default, At Last assigns a unique What3Words-style ID to every return, and this is used as the reference. Alternatively, you can display your Order Number from the return details instead.
Click Edit, choose the identifier you'd like on the label (the auto-generated ID or the Order Number), then click Save.
How each option looks on the label
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").
Auto-generated ID (default): the At Last What3Words-style return name is printed as the reference.
