# Communication and labeling: Informing customers correctly

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# Communication and labeling: Informing customers correctly

Clear labels and messages reduce questions, protect your brand and make returns easier. Templates for recycling, returns and legal notices for pharmacy shipping.

19 September 2026

## Quick answer

Inform customers clearly and correctly: place visible recycling and return instructions on the parcel and include legally relevant notices in the shipping confirmation and on the return label. This reduces confusion, streamlines returns and protects confidential content in pharmacy shipments.

## Why clear information matters

Clear labeling and standard notices save time. Customers immediately know how to dispose of packaging, how returns work and what rules apply to contents. For pharmacies, protecting sensitive health data is especially important.

## Where to place notices

Place notices in three places: 1) on the outside of the shipping box, clearly visible; 2) on the return label; 3) in the customer email or SMS with tracking. On large or multi-printed parcels, use a high-contrast label on the largest face.

## Template: recycling note for parcels

Recycling note (short, visible): “Cardboard packaging – please recycle. Remove plastic and foam before placing in paper recycling.” For inner packaging add: “Dispose inner materials separately: plastic/foil to plastic waste.”

## Template: return label (for customers)

Header: “Return – Send back to: [Pharmacy Name], [Address]” Next to it: “Customer ID: __________ | Order no.: __________” Quick steps: “1. Use original packaging. 2. Mark reason for return: ________ (Defect / Wrong item / Other). 3. Return postage? Yes / No (tick).” Include a field “Data protection note”: “Contains customer data. Please handle confidentially.”

## Template: legally relevant notices for pharmacy shipments

Short text for shipping confirmation or return label: “Contains prescription medication. To be opened by recipient only. If undeliverable return to sender. Data protection: patient data confidential.” For prescription items add: “Delivery may require personal handover. ID verification possible.”

## Phrases for customer messages (email/SMS)

Shipping confirmation (example): “Your order [Order no.] has been dispatched. Tracking: [Tracking]. Notes: Remove external stickers before recycling. Returns: use the enclosed return label or create one at [link]. For questions: [contact].” Keep language simple and give clear actions.

## Frequently asked questions

Should pharmacies use more discreet labeling on the outside? Yes. Avoid explicit health details on exterior labels. Use neutral language such as “Important personal delivery – confidential” instead of medication names.

What must a return label include in Switzerland? A return label should show sender address, clear return instructions, order or customer number and a data-protection note. Legal specifics vary by product. Have a legal review for sensitive items.

How do I make recycling notes compliant? Use factual, accurate statements. Avoid absolute claims about recycling if you cannot guarantee them. Refer customers to local disposal rules when appropriate.

How do I protect patient data during shipping? Keep outer packaging neutral, avoid listing diagnoses or medication names outside. Send documents securely or provide them via protected channels. Train staff on return and destruction procedures.

## Plan a courier trip in Switzerland

x25pronto Switzerland carries small and well packed shipments by car. Businesses can choose a direct courier trip or overnight service. Route, timing and shipment details can be entered online before booking. The guide price is then shown for the planned courier order.

[Direct courier →](https://x25pronto.ch/en/direct-courier.html)[Overnight →](https://x25pronto.ch/en/overnight.html)[Services →](https://x25pronto.ch/en/services.html)[Calculate guide price →](https://x25pronto.ch/en/#quote)

### At a glance: Communication and labeling: Informing customers correctly

Key points from this article. Follow the links to read each explanation.

Why clear information matters Clear labeling and standard notices save time. [Read this section](https://x25pronto.ch/en/blog/kommunikation-und-labeling-kunden-richtig-informieren.html#courier-article-step-1)

Where to place notices on the outside of the shipping box, clearly visible; [Read this section](https://x25pronto.ch/en/blog/kommunikation-und-labeling-kunden-richtig-informieren.html#courier-article-step-2)

Template: recycling note for parcels Recycling note (short, visible): “Cardboard packaging – please recycle. [Read this section](https://x25pronto.ch/en/blog/kommunikation-und-labeling-kunden-richtig-informieren.html#courier-article-step-3)

Template: return label (for customers) Header: “Return – Send back to: [Pharmacy Name], [Address]” Next to it: “Customer ID: __________ | Order no.: __________” Quick steps: “1. [Read this section](https://x25pronto.ch/en/blog/kommunikation-und-labeling-kunden-richtig-informieren.html#courier-article-step-4)

Template: legally relevant notices for pharmacy shipments Short text for shipping confirmation or return label: “Contains prescription medication. [Read this section](https://x25pronto.ch/en/blog/kommunikation-und-labeling-kunden-richtig-informieren.html#courier-article-step-5)

More on this topic These guides cover related questions: [Labeling and documentation for sample shipments in Switzerland](https://x25pronto.ch/en/blog/kennzeichnung-und-dokumente-fur-mustersendungen-in-der-schweiz.html) · [Checklist for handing over samples to customers](https://x25pronto.ch/en/blog/checkliste-fur-muster-ubergabe-beim-kunden.html)