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Common issues and error messages

Error messages are most commonly encountered in the legacy Consumer portal or ReturnBear RMA Portal and the ReturnBear Admin.

Issues can occur or error messages can appear:

Starting a return request

The following error messages may appear after the Order Number and Email have been entered into the legacy Consumer portal or ReturnBear RMA Portal and the Start Return button is clicked.

Error Message

Solution
An unexpected error occurred
 If you encounter this error message, contact us with the return details for assistance.
Admin session expired. Please close this browser tab and start from your merchant admin to create a new return. Any incomplete return initiations have not been saved

Admin Mode sessions last approximately 30 minutes before resetting. If you see this error, close the tab and start a new session by clicking Create Return in the ReturnBear Admin.

If the issue continues, log out, clear your browser’s cache and cookies, log back in, and try again.

Avoid keeping the legacy Consumer portal or ReturnBear RMA Portal open in Admin Mode. Open it only when needed and close the tab after submitting each return.
This order only contains exchanged items and cannot be returned

ReturnBear is unable to support the creation of returns for items received as part of an exchange at this time. For more information, see Handling exchanges.

Incomplete address validation

Errors such as "Could not match the inputted street name to a unique street name. No matches or too many matches were found. This address has been partially verified down to the city level. This is NOT the highest level possible for the data provided", appear when a shipping label cannot be generated for a Mail-in return in the legacy Consumer portal due to an issue with the customer's shipping address.

This can't be fixed in the legacy Consumer portal. Instead:

  1. In Shopify, open the customer’s order.

  2. Go to Customer > Shipping address.

  3. Check for:

    • Typos

    • Incorrect info in Address Line 2 (only use for apt/unit/PO box)

    • Missing street type

    • Other inaccuracies

  4. Use an address validator (e.g. Canada Post AddressComplete) to confirm formatting.

  5. If needed, update the address in Shopify: click the three dots next to Customer > Edit shipping address > Save.

  6. Ensure the Phone number field contains only a valid number.

Return to the legacy Consumer portal, refresh, and try again. If the error persists, contact us with the return details.

Submitting a return request

The following error messages may appear on the review page of the legacy Consumer portal or ReturnBear RMA Portal after the Submit Return or Request Return button is clicked.

Error Message

Solution
Could not submit this return An unexpected error occurred

If you encounter this error message, first follow the solution under Incomplete address validation.

If the issue persists or if you do not find any issues with the customer's shipping address, something else might be causing the issue. Contact us with the return details for assistance.
Could not submit this return. No shipping aggregators have been enabled for this store
 If you encounter this error message, contact us with the return details for assistance.
Could not submit this return. Unable to create a label

If you encounter this errors message, follow the solution under Incomplete address validation.

If the issue persists, contact us with the return details for assistance.

Approving a return request

The following error message may appear in the ReturnBear Admin when clicking Approve on a pending return request.

Error Message

Solution
Sorry, we were not able to approve [Customer name]'s return

If you encounter this error message when clicking Approve on a return case in the ReturnBear Admin, please contact us with the return details for assistance.