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Frequently Asked Questions

These Frequently Asked Questions (FAQ) provide answers to commonly asked
The UPS Store 360 Simple Returns
questions. ®

Program
The UPS Store® 360 Simple Returns is an agreement between The UPS Store, Inc.,
UPS and certain retailers that provides customers with easy, convenient, and free
returns of unwanted merchandise. This FAQ provides answers to some common
questions about the 360 Simple Returns program.

About the 360 Is this a Mobile Returns program?

Simple Returns This program is similar to the current Mobile Returns
Program program. However, there are a few things that are
unique to 360 Simple Returns. For example, 360
Simple Returns customers bring in unpacked items
and mobile return barcodes.
The procedure itself differs as well. You will place
unpacked items into an opaque The UPS Store
branded Shipping Pak, remove any void in the
shipping pak by folding it over, affix the shipping
label, seal, and set aside for UPS daily pickup.

Legal Notice: This FAQ is provided to you by The UPS Store, Inc. (“TUPSS”) to help you develop your knowledge of the FAQ subject matter (“Information”). TUPSS strives to include accurate and up-to-date
Information but makes no claims, promises or guarantees about the accuracy, completeness, or adequacy of this Information; the Information is provided on an “as-is” basis. TUPSS reserves the right to make
improvements to, or correct any errors or omissions in any portion of the FAQ at any time and without prior notice. This FAQ is not intended as a forecast, promise or recommendation of the performance or results you
may or should expect and is not intended to provide legal, financial or other professional advice. This FAQ is confidential and proprietary to TUPSS. No part of this Information may be reproduced, programmed into
any electronic storage or retrieval system, or transmitted in whole or in part, in any form or by any means, without TUPSS’s prior express written permission. Any unauthorized use or distribution of the Information may
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Copyright © 2020 The UPS Store, Inc. All rights reserved. Confidential and proprietary information.

Updated 7/27/2020 Page 1 of 6

 How do I know
whether an item is
a 360 Simple
Return?
The CMS drop-off
dialog box indicates
that the return is for
the 360 Simple
Returns when you
scan the customer’s
mobile return
barcode.

Use of the Shipping Can The UPS Store branded Shipping Paks
Paks provided by UPS be used for the Amazon 360
program? Can they be sold?
No. The UPS-provided shipping paks are to be used
for the 360 Simple Returns program only.
They are opaque and are designed for shipping; the
360 Returns for Amazon.com consolidation program
will continue to use clear poly bags.
They cannot be sold to customers.
UPS monitors and tracks shipping pak usage and
return volume ratio per center.

How do I reorder shipping paks?

Contact the UPS Preferred Line at 1-800-877-1760
and provide your UPS shipper number and item
number(s) to reorder shipping paks. The paks are
available in quantities of 50. Please be prudent when
reordering; limited quantities are available for now.
Transit time for reorders is five days; plan
accordingly.
 Large The UPS Store® Returns Shipping Pak -
Item #01880250775
 Small The UPS Store® Returns Shipping Pak -
Item #01880250776

Copyright © 2020 The UPS Store, Inc. All rights reserved. Confidential and proprietary information.
Updated 7/27/2020 Page 2 of 6
 What should I do if I run out of shipping paks?
Please monitor the daily and weekly returns volume
so that you can order before you run out.
Reorder by calling 1-800-877-1760 to reorder
shipping paks in quantities of 50.
 Large The UPS Store® Returns Shipping Pak -
Item #01880250775
 Small The UPS Store® Returns Shipping Pak -
Item #01880250776

Packing Questions What should I do if the item being returned is

too large for either of the shipping pak sizes?
Scan the mobile barcode in CMS to print the shipping
label and receipt. Provide the receipt to the customer
and send them on their way. Contact your Field
Support Representative or Support at 1-800-546-
8008 or for further instructions.

What should I do if a customer brings in multiple

items with one mobile barcode?
Scan the mobile barcode in CMS and select a shipping
pak size which you can pack all the items. Multiple
items are allowed on an RMA.

What should I do if the customer’s item is

already packed?
If the packaging is in good condition to ship, follow
these steps:
1. Scan the mobile barcode in CMS.
2. Select the Pre-packed check box.
3. Select Print to print the shipping label and
receipt.
4. Place the shipping label on the pre-packed box
or mailer.

What should I do if the customer’s packaging is

in poor condition?
If the customer’s item is already packaged and the
packaging is not in good condition, follow the normal
CMS process rather than the “pre-packed” process.

Copyright © 2020 The UPS Store, Inc. All rights reserved. Confidential and proprietary information.
Updated 7/27/2020 Page 3 of 6
 What do I do if the customer’s item is in its
original retail box?
Hard goods (such as boxes) are eligible for this
program. Simply place retail boxes – for example,
shoes in a shoebox – in a shipping pak as you would
with soft goods.
Note: Never put a label on the manufacturer’s retail
packaging.

Can I use other bubble mailers or shipping poly

bags with an unpacked item?
No, centers should not use other mailers or bags for
360 Simple Returns items. In a worst-case situation –
that is, you have forgotten to reorder Shipping Paks –
you may use a generic, unbranded bag for a 360
Simple Return to prevent a delay.
The branded Shipping Paks are provided free of
charge; centers will not be reimbursed for the cost of
an unbranded generic bag used for a 360 Simple
Return item.

Scanning Problems What should I do if the mobile return barcode

doesn’t scan?
If the mobile barcode won’t scan, follow these steps:
1. Confirm that the CMS is online – The UPS Store
360 Simple Returns does not operate in offline
mode.
2. Scan the mobile return barcode again or enter
it manually.
3. If the mobile return barcode still does not
validate, advise the customer to contact the
retailer.

What should I do if the mobile return barcode

scans but nothing prints?
Try scanning it again.
If the CMS indicates that the label has previously been
used, use Reprint in the CMS to reprint the label.
If issue still exists, contact Tech Support at 800-546-
8008.

Copyright © 2020 The UPS Store, Inc. All rights reserved. Confidential and proprietary information.
Updated 7/27/2020 Page 4 of 6
 What should I do if I scan the barcode and an
error message appears indicating that that the
code was previously used?
Ask the customer to confirm that they are providing
the correct barcode for the return.
If they are providing the correct barcode and it
continues to give the same error message, refer the
customer back to the retailer.

Customer Service A customer dropped off an unwrapped item. I

Issues have no information to process the return. What
should I do?
Follow your center’s operating procedures for
abandoned items.

What should I do if the customer has a mobile

barcode but says the item is in the car?
DO NOT scan the mobile barcode. Ask the customer
to bring the item in to the center along with their
mobile barcode.

I scanned the barcode and the label printed.

Now the customer says they do not want to ship
the item after all. What should I do?
The transaction can be voided in the iShip system via
CMS, but the drop-off scan event was sent to UPS
when the barcode was scanned. This means that the
retailer has been notified of the drop-off, so the
customer may not be able to re-process it later.
There is currently no way for the drop-off event to be
rescinded.
Explain this to the customer.
Make a copy of the printed label (or keep the original
if the customer doesn’t want it) and file it in case you
need to re-visit the transaction later. Be sure to
confirm that the customer is dropping the item off for
return before selecting Print to generate a label.

What should I do if the customer has issues with

their return or refund?
Refer the customer back to the retailer.

Copyright © 2020 The UPS Store, Inc. All rights reserved. Confidential and proprietary information.
Updated 7/27/2020 Page 5 of 6
 Can the customer track their package with the
tracking number provided on their receipt?
Yes, the receipt provides a 1Z tracking number that
can be tracked through UPS.

Eligibility Do I need to verify the condition of the item?

No. This program does not require center associates
to assess the condition of returned items.

An associate mistakenly accepted a hazmat item

[or other ineligible item]. What should I do with
it?
Contact your Field Support Representative or Support
at 800-546-8008 for further instructions. Do not ship
it (even if Support advises you that you can ship it,
you should receive such instruction in writing before
shipping).

How should I pack an eligible item that seems

fragile?
Fragile items are not eligible for the program, but do
not turn the customer away. Scan the item in CMS,
then print the shipping label and receipt. Contact your
Field Support Representive or Support at 800-546-
8008 for instructions on how to ship the item.

Reconciliation How do I reconcile to ensure I’m properly

compensated for every shipment?
360 Simple Returns transactions appear on your UPS
Programs Compensation Statement with a drop-off
type of ARS3. They are summarized at the end of the
report under return category “360 Simple Returns.”
You can reconcile paid ARS3 transactions to your drop
off report in CMS.

Copyright © 2020 The UPS Store, Inc. All rights reserved. Confidential and proprietary information.
Updated 7/27/2020 Page 6 of 6