Common return issues on our returns portalUpdated 2 years ago

Returning items can sometimes be a hassle, but at Mars The Label we strive to make the process as smooth as possible. However, we understand that there might be occasions when you encounter difficulties while trying to create a return on our Returns Portal. In this article, we will address the common issues customers may face and provide solutions to help you navigate the process seamlessly.

1. Providing the Wrong Information:

One of the most common reasons is due to providing incorrect information. Here are some key issues:

Using the Barcode Number: 
Customers sometimes attempt to enter the barcode number from the packing slip when creating a return. Please note that the returns portal requires your order number, which can be found only in your order confirmation email. 

Missing the Hashtag: 
Ensure that you include the hashtag (#) when entering your order number. For example, use "#000000" instead of "000000." Including the hashtag is crucial for the system to recognize your order correctly.

2. Incorrect Email Address:

Another common issue arises when customers use an email address that is not associated with the order they wish to return. It's important to use the same email address you used when placing the order to ensure that the system can match your return request with the right purchase. 

3. Returns Time Frame:

You have 14 days after you received your order to register your return on the returns portal. If you attempt to create a return outside of this window, the system will tell you that you are outside of the time frame and won't let you create the return.
If you are within the allowed period, the portal will guide you through the return process.

We hope this article has clarified some of the common issues you may encounter when using our returns portal and provided solutions to address them.

If you still face difficulties or have any questions, please don't hesitate to contact our customer support team.