Return QR Code Troubleshooting Guide

Introduction

This guide helps customers resolve common issues with return QR codes, including missing QR codes and QR codes that do not scan or work as expected. Follow the steps below to find your return QR code or request a new one.

Issue description

A return QR code may be missing from your return confirmation, or the QR code you received may not be working at the drop-off point or with the carrier’s scanner.

Signs

• You cannot find your return QR code in your email or account.
• The QR code appears blank, broken, or blurred.
• The scanner at the return location does not recognise the QR code.
• You received a return request but no QR code was included.

Basic troubleshooting steps

Checklist:

• Check your email inbox, spam, and junk folders for the return confirmation.
• Sign in to your account and open your order or returns section.
• Make sure you are viewing the latest return confirmation message.
• Increase your screen brightness if you are showing the QR code on a phone.
• If you printed the QR code, check that it is clear and not cut off.
• Confirm that the return label or QR code has not expired.

Diagnostic tools/resources

• Your order confirmation email
• Your account order history or returns page
• A QR code scanner app, if available
• The carrier or drop-off point’s return instructions

Advanced troubleshooting steps

Step 1: Reopen the return confirmation

Open the original return email or return portal and look for the QR code again. If the code is embedded in a PDF or attachment, download it and reopen it in a different app or browser.

Step 2: Request a new return QR code

If the QR code is missing or still not working, request a new return QR code from your account or contact support with your order number and return details. If available, include a screenshot of the issue.

Step 3: Test the QR code on another device

If you are using a phone, try opening the QR code on another device or printing it again. This can help rule out display or scanning issues caused by screen quality or file corruption.

Contact support

If you still need a QR code for your return, contact support and provide the following details:

• Order number
• Email address used for the order
• A description of the issue
• A screenshot, if the QR code is visible but not working

Additional resources

For more help, visit [Returns help centre link] or review [Carrier return instructions link].

Conclusion

Most return QR code issues can be resolved by checking your return confirmation, reopening the code, or requesting a replacement. If you still cannot access your QR code, support can help issue a new one.

Disclaimer

Return QR code availability and replacement options may vary depending on the return method, carrier, and order status. Please follow the instructions provided for your return and contact support if you need further assistance.