How to return an item

You can return items to owners through in-person collection or by posting the item.

Return by customer collection

1. Search the customer’s item following these steps or using the unique reference number in the top search bar.
2. The item will appear, including the storage location if it was registered.
3. When the item has been handed back to the customer, make sure to select Mark as Returned in the NotLost platform.
4. The customer will then receive an email as confirmation that their item has been collected.

Return by post

Only for venues that work with our Return Postage Labels (RPL) system.

1. Once you are confident you have found their item, go to the tab Actions > Return Options.
2. Enter the customer’s contact details.
3. Select a return option according to the size of the parcel to be sent.
4. Click Send Return Options – the item will be found in Outgoing > To Be Posted on the left sidebar.
5. The customer will receive an email with instructions and, once they pay for postage, the item will be found in Label & Post.
6. Click the actions tab to view the return information, such as address and contact details.
7. Post the item back to the customer with the selected courier choice.
8. Make sure to edit the item as Mark as Posted. The customer will receive a confirmation email that their item has been posted.

Watch the videos below for step-by-step guides.