How to get API tokens from SendCloud

Navigate to Sendcloud Settings

Access your Sendcloud API credentials from the integrations settings.

1. 1Log in to your Sendcloud account
2. 2Navigate to Settings > Integrations within your Sendcloud dashboard
3. 3Look for the API integration section

Configure Your API Integration

Sendcloud uses two credentials for API authentication: Public Key and Secret Key.

1. 1In the API integration section, configure your API settings
2. 2Locate both the Public Key and Secret Key
3. 3Copy the Public Key - you'll need this for Returndotai integration
4. 4Copy the Secret Key - keep this secure as it won't be shown again
5. 5Save both credentials in a secure location (password manager recommended)

⚠️ Important Security Notes

🔒 Your Secret Key is sensitive - treat it like a password

• 💾 Copy and save both keys immediately in a secure place
• ⚠️ Never share your API credentials publicly or commit them to version control
• 🔄 If you suspect your credentials are compromised, regenerate them immediately in Sendcloud settings

Install Sendcloud App (Optional)

If you're using Shopify, you can install the Sendcloud app for additional features.

1. 1Visit the Shopify App Store
2. 2Search for "Sendcloud"
3. 3Click "Add app" to install Sendcloud to your Shopify store
4. 4Follow the installation prompts
5. 5This step is optional but recommended for full integration

Connect Sendcloud to Returndotai

Once you have your API credentials, connect Sendcloud to your Returndotai account.

1. 1Log in to your Returndotai Returns dashboard
2. 2Navigate to the Settings section in the left menu
3. 3Click on the "Logistics" tab
4. 4Look for Sendcloud in the list of logistics providers
5. 5Click "Connect" or "Set up" button next to Sendcloud

Enter Your Sendcloud API Credentials

Input the Public Key and Secret Key you obtained from Sendcloud.

1. 1In the Sendcloud integration form, you'll see two fields:
2. 2 • Public Key field - paste your Sendcloud Public Key
3. 3 • Secret Key field - paste your Sendcloud Secret Key
4. 4Double-check both credentials are correct (no extra spaces)
5. 5Click "Connect" or "Save" to establish the connection
6. 6System will validate your credentials with Sendcloud API

Verify Connection

After submitting your credentials, the system will confirm the connection.

• Green checkmark indicates successful connection
• You'll see "Connected" status next to Sendcloud
• If connection fails, verify your credentials are correct
• Your account is now ready to generate shipping labels via Sendcloud

Enable "Ship with Pre-paid Label" Method

Make sure the prepaid label method is enabled for customers.

1. 1In Returndotai Settings, locate Return Methods
2. 2Find "Ship with pre-paid label" option
3. 3Toggle it to ENABLED
4. 4This method will now be displayed on the customer return page
5. 5Customers can select this option when submitting returns

Configure Package Settings

Set up your default shipping preferences for Sendcloud.

1. 1In the Sendcloud integration settings, configure:
2. 2 • Default package sizes (Small, Medium, Large)
3. 3 • Default package types (Box, Envelope, Parcel)
4. 4 • Weight settings for automatic calculations
5. 5Save your package configuration
6. 6These defaults will be used when generating labels

Test Label Generation

Create a test return request to verify Sendcloud integration works correctly.

1. 1Go to your store's return page (customer-facing)
2. 2Create a test return request
3. 3Select "Ship with pre-paid label" as the return method
4. 4Submit the return request
5. 5In Returndotai dashboard, go to Return Management
6. 6Find the test return and click "Approve"
7. 7Select Sendcloud as the carrier
8. 8System will generate the prepaid label automatically
9. 9Verify the label contains correct addresses and tracking number

API Credentials Security

Never share your Public Key and Secret Key publicly

• Store credentials in a secure password manager
• Use environment variables if integrating via custom code
• Regenerate credentials immediately if compromised
• Only grant API access to trusted team members
• Review API activity regularly in Sendcloud dashboard

Operational Best Practices

Test the integration thoroughly before enabling for customers

• Create test returns with different package sizes to verify settings
• Monitor label generation for the first few days after going live
• Set up automated alerts for failed label generations
• Keep your return/warehouse address updated in Sendcloud
• Review shipping costs regularly to ensure accuracy
• Configure multiple carriers in Sendcloud for backup options

Customer Experience Tips

Enable "Ship with pre-paid label" only after successful testing

• Provide clear instructions on how to use the prepaid label
• Include label printing instructions in confirmation emails
• Offer alternative return methods for customers without printers
• Set customer expectations on label delivery time (via email)
• Monitor customer feedback on the label quality and usability

Common Issues and Solutions

Key points to understand:

• Issue: Connection failed when entering API credentials
• → Solution: Verify you copied both Public Key and Secret Key correctly. Check for extra spaces. Ensure your Sendcloud account is active.
• Issue: "Ship with pre-paid label" not showing on return page
• → Solution: Enable the method in Settings → Return Methods. Toggle "Ship with pre-paid label" to ON.
• Issue: Label generation fails with error
• → Solution: Check that your Sendcloud account has sufficient credit. Verify return address is configured correctly in Sendcloud.
• Issue: Invalid API credentials error
• → Solution: Regenerate API credentials in Sendcloud and update them in Returndotai settings.
• Issue: Label has incorrect address
• → Solution: Update your warehouse/return address in Sendcloud settings. Test with a new return request.
• Issue: Tracking number not updating
• → Solution: Wait 24 hours for first update. Check Sendcloud dashboard to verify shipment was created correctly.
• Issue: Carrier not available when generating label
• → Solution: Add the carrier in your Sendcloud account under Settings → Carriers.

Getting Support

If you encounter issues not covered above:

• For Sendcloud API issues: Contact Sendcloud support at support@sendcloud.com or visit their help center
• For Returndotai integration issues: Contact our support via live chat or email support@returndotai.com
• Provide: Your Sendcloud account email, error messages, and screenshots of the issue
• Reference this documentation article when contacting support