Playbook: Handle Dangerous Goods Returns
How to set up and run compliant dangerous goods return operations with auto-generated documentation and carrier routing.
This playbook shows you how to handle dangerous goods returns correctly — with automated compliance documentation, intelligent carrier routing, and zero manual paperwork.
The Goal
Every DG return shipment should be classified, documented, and routed to a compliant carrier automatically. Your team shouldn't be filling out transport documents by hand.
Step 1: Configure Your DG Product Catalogue
Go to Settings > Product Catalog (Dangerous Goods) and add every product that contains or is a dangerous good.
For each product, configure:
- UN Number — e.g. UN3481 for lithium ion batteries packed with equipment
- Proper Shipping Name — e.g. "Lithium ion batteries"
- DG Class — e.g. Class 9
- Packing Group — if applicable
- Packing Instruction — e.g. PI 967 Section II
- Watt-hour rating — for lithium batteries
ReturnMate uses SKU matching to auto-detect DG items when an RMA is created. No manual classification per RMA.
Step 2: Configure DG Surcharges
Go to Settings > Carrier Surcharges and set up DG surcharges.
Most carriers charge extra for dangerous goods handling. Configure a percentage or fixed-amount surcharge so the cost is visible and accounted for.
Step 3: Understand the Automatic Safeguards
When your team generates a return label for a DG item, ReturnMate automatically:
- Blocks Australia Post — AusPost doesn't carry dangerous goods. The option is greyed out.
- Routes to StarTrack or TNT — Only DG-compliant carriers are available
- Generates the transport document — ADG 7.1 compliant Dangerous Goods Transport Document with UN number, class, packing instruction, shipper/consignee details
- Attaches the document to the label email — Customer receives both the label and the DG declaration
- Flags the item — The RMA shows a DG badge throughout its lifecycle
Your team doesn't need to remember any of this. The system enforces it.
Step 4: Train Your Team on What to Look For
Even with automation, your team should know:
- DG badge appears on RMA detail and list views — this means special handling
- DG Declaration button in the shipping section — download or print the transport document
- Carrier restrictions are enforced — if someone tries to select AusPost for a DG item, it's blocked
- Print the transport document and include it with the physical package
Step 5: Handle Mixed Shipments
If a customer is returning both DG and non-DG items:
- The entire shipment is treated as DG (most restrictive classification applies)
- AusPost is blocked for the whole shipment
- Transport document covers all DG items in the shipment
What Can Go Wrong
| Issue | Cause | Fix |
|---|---|---|
| DG item not detected | SKU not in DG product catalogue | Add the SKU to Settings > Product Catalog |
| AusPost not blocked | Product not classified as DG | Check DG classification on the product |
| Transport document missing data | Incomplete product DG configuration | Fill in all required fields (UN number, class, packing instruction) |
Frequently Asked Questions
Can I ship dangerous goods with Australia Post?
No. Australia Post does not accept dangerous goods. ReturnMate automatically blocks Australia Post for DG-classified items and routes to StarTrack or TNT instead.
What dangerous goods classifications does ReturnMate support?
ReturnMate supports all UN-classified dangerous goods including Class 2.1 (flammable gases), Class 3 (flammable liquids), Class 8 (corrosives), Class 9 (lithium batteries), and all other ADG classes. You configure the UN number, proper shipping name, and packing instructions per product.
Does ReturnMate generate dangerous goods transport documents automatically?
Yes. When a return label is generated for a DG-classified item, ReturnMate automatically generates an ADG 7.1 compliant Dangerous Goods Transport Document and attaches it to the customer email alongside the shipping label.
What lithium battery UN numbers does ReturnMate support?
ReturnMate supports UN3480 (lithium ion standalone), UN3481 (lithium ion packed with equipment), UN3090 (lithium metal standalone), and UN3091 (lithium metal packed with equipment). Both Section I and Section II are supported.