EasyPost FAQs

OVERVIEW

This article goes through common questions that arise around EasyPost.


In this article—

What happens if a shipping label does not generate for a customer? 


Temporary carrier issues account for 90% of label failures. In these cases, Loop will display a message to the customer letting them know that they will receive an email when the label successfully generates. Then, Loop will retry every 15 minutes for 24 hours until a label is generated.  For the other 10% of label failures, the customer will see a message stating that the label has failed. Recommended troubleshooting is to check for missing phone number, address discrepancies or special characters in the name or email. In both cases, the return will also have a No label Shipping Status in the Returns section of the Loop Admin where the return can be opened and the label can be manually re-attempted by clicking the Email Shipping Label button under Shipping information. If this does not resolve the error, please review our Troubleshooting Label Errors article for additional guidance.


What happens to expired return labels? 


If a return with a USPS label expires without label movement, Loop will request a refund on your behalf from EasyPost. If you’d like to cancel a label manually for any reason, you can do so under Shipments in your EasyPost account. If a return with a label from your own carrier expires without label movement, those labels will not need refunding since they are bill-on-scan.


What happens when packages are overweight? 

It is up to the discretion of the carrier, see details below: 

USPS

USPS will automatically bill your EasyPost for the difference between what was originally paid and the actual cost of the label. 

Whenever there are adjustments from USPS, EasyPost will automatically send a webhook event for each shipment to notify users that adjustments have been made on your account. You can then generate a shipment_invoice report via API which will contain all the adjustments during the timeframe specified. 

Other carriers

Regarding other carriers, customers may have to pay the difference at drop-off. If you would like to be billed for the difference instead, we recommend contacting the carrier directly to evaluate options.  

If you have any questions about how Loop calculates package weight, we recommend reviewing the Weight section of the Shipping Overview article. 


Can additional information be added to barcodes? 

Yes, depending on what carrier you use and what information you would like to add. 

Supported carriers

  • USPS
  • FedEx (FedEx Smartpost not supported)

Supported variables

  • Order number
  • Return ID

If there is a carrier or variable not listed that you are interested in, please reach out to support@loopreturns.com and we will let you know if we are able to support it. 


Can I use a free general domain email address (ex: gmail, yahoo, hotmail) to set up my EasyPost account? 


Yes, although EasyPost will require that you answer a few brief anti-fraud questions when doing so. Please answer the following questions and email them to support@easypost.com to activate your account. 


  1. What city and zip code will you be mostly shipping from?
  2. What kind of product are you generally shipping?
  3. About how many packages per month do you intend to ship through EasyPost?
  4. Can you provide us with the website and phone number for your business?

When do I get charged for labels? 

When using EasyPost's default carrier accounts (i.e., USPS and DHL Express), labels will bill on generation.

When you use your own carrier accounts with your own rates (i.e., FedEx, UPS, CanadaPost, etc.) the labels will bill on scan.


Are there any additional steps for setting up FedEx Smartpost? 

Yes, if you are setting up FedEx Smartpost, EasyPost will have to manually enable returns on the backend of your account. To do this, please contact support@easypost.com and request this action. 

Once this step is complete, notify your Onboarding Manager or email support@loopreturns.com, as some additional technical steps may be required.


How do I test processing events with labels? 

  1. Use the "Test API Key" from your EasyPost account (Account > API Keys > Test API Key)
  2. In Loop, go to Settings > General and paste the Test API Key into the EasyPost Key field
  3. Go through the returns portal and submit a return for a test order
  4. EP will by default send webhooks at random intervals after label creation 
  5. EasyPost begins rolling through the statuses 1 minute after label creation and about 15-20 minutes after creation, the label is marked as delivered

Does Loop support UPS Surepost label service? 

Unfortunately, at this time UPS Surepost does not support return labels.


Can I use the same EasyPost account for multiple Loop instances? 

Yes, and unless there is a specific reason for keeping them separate, we recommend using the same one.


Does EasyPost offer shipping insurance?

To learn more about EasyPost's insurance program, you can reference this article or contact EasyPost directly at support@easypost.com.

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