1. Review the error
Open the affected return ticket.
Look for a shipping error in the ticket activity or customer chat.
Click Details to see more information, if available.
Read the error message and note the ticket number.
The message may explain why the shipping platform rejected the request—for example, that a service does not support the pickup country.
2. Check the shipment request
If the error details include a Request section:
Expand root and the relevant sections.
Look for the sender and delivery country codes.
Look for a shipping rate or service identifier. For example, in a Webshipper request, it may appear under relationships → shipping_rate → data → id.
Note the identifier so you can compare it with your shipping agreements in the next step. The fields shown may differ depending on your shipping platform.
3. Check your shipping setup
Shipping agreements
Go to Manage company → Advanced settings → Shipping agreements.
Find the Shipping identifier column. You may need to scroll horizontally.
Compare the identifier with the one in the failed request.
Example of a shipping agreements setup.
Return policy
Step 1: If you’re in Manage company, use the back arrow to return to your organization.
Step 2: Click Settings at the bottom left.
Step 3: Select Self-service portals.
Step 4: Find the relevant portal and click Manage.
Step 5: Select the return flow, then click Return policies.
Step 6: Find the policy for the customer’s region and select ⋮ → Edit.
Step 7: Under Return options, check which shipping agreements are selected.
4. Contact the right team
Contact your carrier or shipping-platform provider to check service availability, country restrictions and shipping-rate configuration.
Contact Claimlane support if you need help identifying which configuration or action generated the request.
When contacting Claimlane support, share the ticket number, so we can investigate.
Avoid changing settings or retrying the shipment until the issue is understood: a retry may create an additional label or incur a charge.