What is the return label reference?
Claimlane prints a reference on every return label it generates. Your warehouse team uses this reference to match an incoming return package to the correct ticket or order in Claimlane, without needing to open the package or ask the customer for details.
By default, the reference is the Claimlane ticket number. You can change this to include the order number instead, or combine both, and different return policies can each use their own format.
Set the return label reference format
This setting applies to return labels that Claimlane books automatically. Follow these steps:
Go to Settings then Self-service portals then Manage.
Open the relevant flow.
Open Return policies and select a policy.
Find Return label reference format.
Enter the reference format you want, then save.
You can use variables in the format, such as:
{{ticketNumber}}: the Claimlane ticket number.
{{orderNumber}}: the order number.
{{ticketNumber}}-{{orderNumber}}: a combined ticket and order number.
Editing the reference on manually booked labels
When you book a return label manually from a ticket, you can edit the reference directly in the Book shipment window before creating the label, regardless of the format set on the return policy.
Tips
Default format: if you have not set a custom format, the reference is the ticket number.
Different formats per policy: each return policy has its own setting, so different flows or policies can each use their own reference format.
Older setting replaced: the previous "Enable order reference as return label reference" toggle has been replaced by Return label reference format. If you used the old toggle, check the new setting to confirm your reference still looks the way you expect.
FAQ
Can different return policies use different reference formats? Yes. Each return policy has its own Return label reference format setting, so different flows or policies can each use their own reference.