Generate Labels Immediately
When you create an RMA, generate the label immediately so the customer can ship the package quickly.
Returns Overview
Returns (also called RMA - Return Merchandise Authorization) is the system that allows you to manage product returns from your customers. When a customer needs to return a product, whether due to a defect, order mistake, or simply because they changed their mind, you can create an RMA to track the process from when the customer ships the package until the inventory is added back to stock.
Accessing Returns Overview
Section titled “Accessing Returns Overview”-
Navigate to Returns Module
From the main menu, look for “Returns” and click to access.
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You’ll See the Main Returns View
The system displays:
- Title: “Return Orders”
- Download In-transit Report button (exports in-transit RMAs to CSV)
- Quick access buttons at the top
- Table with all active returns
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Available Quick Access Options
At the top you’ll see buttons for:
- Return Orders Archived: History of completed returns
- Exchanges: Product exchange management (orders on hold for exchange)
- Shipped Orders: Opens orders list filtered by Shipped status (to create new returns from shipped orders)
- Dropship Return: Opens the Restocking page to manually create returns not shipped by this warehouse
- Upload Dropship Returns: Import returns via CSV
- EZ Returns: Return label portal
How the Returns Process Works
Section titled “How the Returns Process Works”The complete flow of a return follows these steps:
- Customer Requests Return → User creates RMA from a shipped order
- Label Generated → System generates prepaid label and sends to customer via email
- Customer Ships Package → Status changes to IN-TRANSIT
- Package Arrives at Warehouse → Warehouse marks as PROCESSING
- Warehouse Processes Return → Inspects products and marks as Good or Hurt
- Return Completed → Final result: AS EXPECTED, DISCREPANCY, or INCOMPLETE
- Inventory Updated → Products return to stock according to condition
- (Optional) Exchange Shipped → If it’s an exchange, replacement product is sent
Return Statuses
Section titled “Return Statuses”🟡 PENDING
Section titled “🟡 PENDING”Meaning: The RMA was created but the label has not yet been sent/generated.
Available actions:
- Generate shipping label
- Open RMA to edit details
- Cancel return (permanently removes the RMA if not needed)
When it occurs: When you create an RMA but don’t generate the label immediately.
🚚 IN-TRANSIT
Section titled “🚚 IN-TRANSIT”Meaning: The customer has already shipped the package and it’s on the way to the warehouse.
Available actions:
- View tracking number to track the package
- Edit RMA details
- Generate label if not yet generated
- Download label if already generated
- Cancel return if needed
When it occurs: After generating the label and the customer ships the package.
🔄 PROCESSING
Section titled “🔄 PROCESSING”Meaning: The package arrived at the warehouse and is being processed.
Available actions:
- Warehouse is inspecting the products
- Classifying items as Good or Hurt
- Adding products to inventory
When it occurs: When the warehouse marks that they received the package.
✅ COMPLETE
Section titled “✅ COMPLETE”Meaning: The return was completed successfully. Everything expected was received in good condition.
Result:
- All products were returned
- Quantities match what was expected
- Products added to inventory
- RMA can be archived
When it occurs: When the warehouse processes all items correctly.
⚠️ DISCREPANCY
Section titled “⚠️ DISCREPANCY”Meaning: There is a discrepancy between what was expected and what was received.
Possible reasons:
- Received quantities don’t match expected quantities
- Received products are not on the RMA list
- Product condition different from expected
- Incorrect SKUs
Available actions:
- Review discrepancy details
- Manually adjust quantities
- Mark as archived if resolved
- Contact customer if necessary
When it occurs: When the warehouse detects differences during processing.
🎁 UNEXPECTED
Section titled “🎁 UNEXPECTED”Meaning: Products were received that were NOT in the original RMA.
Possible reasons:
- Customer sent wrong products
- Order confusion
- Products from another order
Available actions:
- Identify unexpected products
- Contact customer to clarify
- Decide whether to add to inventory or return
When it occurs: When the warehouse finds products not listed in the RMA.
📥 Archived Returns
Section titled “📥 Archived Returns”
Archived statuses:
- AS EXPECTED ARCHIVED
- DISCREPANCY ARCHIVED
- UNEXPECTED ARCHIVED
Meaning: The RMA was archived and no longer appears in the active list.
Location: View in Return Orders Archived
When it occurs: When you click “Archive” to move the RMA to history.
Return Types (Request Type)
Section titled “Return Types (Request Type)”Simple_Return
Section titled “Simple_Return”Simple return where the customer only wants to return the product (usually for refund).
Flow: Customer returns → Inventory updated → End
Exchange_on_Received
Section titled “Exchange_on_Received”Exchange that is processed when the return is received.
Flow: Customer returns → Warehouse receives → Replacement product is sent
Benefit: The customer only receives the new product when they return the original.
Exchange_Now
Section titled “Exchange_Now”Immediate exchange where the replacement product is sent right away.
Flow: Replacement product is sent → Customer returns the original
Benefit: Customer receives the new product faster.
Restocking
Section titled “Restocking”Restocking return, usually from dropshipping or sales channel.
Flow: Returned products are added to inventory
Use: To handle returns from channels like Amazon FBA or dropship.
Return by Carrier
Section titled “Return by Carrier”Return initiated because the carrier returned the package (incorrect address, customer didn’t receive, etc.).
Flow: Carrier returns → Warehouse receives → Inventory updated
Understanding the Returns Table
Section titled “Understanding the Returns Table”The main table shows all active returns. Use this reference for each column:
| Column | Description | Example / Notes |
|---|---|---|
| RMA# | Unique ID of the RMA (Return Merchandise Authorization). Click to view complete RMA details. | 12345, 67890 |
| Shipping# | ID of the original order being returned. Links to the original order to view history. | 54321 |
| Order# | Order number from the sales channel. | 123-4567890-1234567 (Amazon), #1234 (Shopify) |
| Reference# | Reference of the original order. | CUST-REF-001 |
| Requested Date | Date when the RMA was created. | Format: YYYY/MM/DD |
| Received Date | Date when the package was received at the warehouse. | — |
| Processed Date | Date when the warehouse completed processing the return. | — |
| Status | Current status of the RMA (see Return Statuses section above). Each status has a specific icon. | — |
| Tracking# | Tracking number of the return package. Use to track where the package is. | — |
| Request Type | Return type: Return Order, Simple_Return, Exchange_on_Received, Exchange_Now, Restocking, or Return by Carrier. See Return Types section above. For exchanges, a View exchange button appears when an exchange order exists—click it to open the related exchange order. | — |
Search and Filters
Section titled “Search and Filters”
The view includes advanced filters to find specific RMAs:
| Filter / Search | Description | Options / Use |
|---|---|---|
| RMA# | Search field to find RMAs by ID. | Enter the RMA ID to find it quickly. |
| Status | Dropdown to filter by RMA status. | All, PENDING, IN-TRANSIT, PROCESSING, AS EXPECTED, DISCREPANCY, INCOMPLETE, UNEXPECTED. Use to see only RMAs in a specific status. |
| Request Date | Date fields from and to (labeled “Request Date” in the search form). | Filter RMAs created within a specific date range. |
| General Search | Search field at the top. | Searches in: RMA#, Shipping#, Order#, Reference#, Tracking#. |
Available Actions on RMAs
Section titled “Available Actions on RMAs”Generate Shipping Label
Section titled “Generate Shipping Label”When: RMA in PENDING or IN-TRANSIT
How: Click “Generate Label” in the actions column, or select RMAs and click “Generate_Label” for bulk generation
Note: Label generation is only available for United States addresses. For other countries, the option may not appear.
Result:
- Prepaid label generated
- Email sent to customer with label
- Changes to IN-TRANSIT (when carrier picks up)
- Download link appears for the label
View RMA Details
Section titled “View RMA Details”How: Click the RMA# (ID) in the table
You’ll see:
- Customer information
- Products expected for return
- Products received (if already processed)
- Good/Hurt quantities
- Change history
- Comments
- Request type (Simple_Return, Exchange, etc.)
Open/Edit RMA
Section titled “Open/Edit RMA”When: RMA in PENDING or IN-TRANSIT
How: Click “Open” (for PENDING) or “Edit” (for IN-TRANSIT) button next to the RMA#
Use: To modify RMA details, add products, or update comments before processing.
Archive
Section titled “Archive”When: RMA completed or resolved
How: Click “Archive” in the actions column
Result: RMA moves to Return Orders Archived
Use: To keep the active list clean and organized.
Cancel Return
Section titled “Cancel Return”When: RMA in PENDING or IN-TRANSIT (Simple_Return, Return Order, Exchange_on_Received, or Exchange_Now only)
How: Click “Cancel” button in the actions column
Use: Permanently removes the return from the system. Not available for Restocking returns.
Note: For exchanges, canceling the return takes you to the related exchange order (on hold). Cancel or send that exchange order as needed.
Bulk Actions
Section titled “Bulk Actions”Available: Checkbox to select multiple RMAs
Actions:
- Generate_Label: Generate labels for multiple selected RMAs (PENDING or IN-TRANSIT, US addresses only)
- Archive: Archive multiple selected RMAs (AS EXPECTED, DISCREPANCY, INCOMPLETE, or UNEXPECTED status)
- Cancel: Cancel multiple selected RMAs (PENDING or IN-TRANSIT, Simple_Return, Return Order, or Return by Carrier only; not available for Exchange or Restocking)
Use: To process several RMAs at once.
Download In-transit Report
Section titled “Download In-transit Report”How: Click “Download In-transit Report” button above the table
Result: Exports all in-transit RMAs to CSV format
💡 Best Practices
Section titled “💡 Best Practices”Use Exchanges When Applicable
If the customer only wants another size or color, use Exchange_on_Received to save time and shipping costs.
Add Helpful Comments
Always add comments explaining why the RMA was created. It helps the warehouse and for future reference.
Review IN-TRANSIT RMAs Regularly
Monitor RMAs that have been in transit for a long time. If it’s been over 2 weeks, investigate with the carrier.
Archive Completed RMAs
Move completed RMAs to archived regularly to keep the active list clean and easy to review.
Use Filters to Prioritize
Filter by PROCESSING to see what’s ready for the warehouse, or DISCREPANCY to identify issues.
Key Benefits
Section titled “Key Benefits”Centralized Management
View all your returns in one place with real-time status updates and quick access to details.
Status Tracking
Monitor the progress of each return from IN-TRANSIT to completed, with automatic carrier updates.
Automatic Exchanges
Configure exchanges to automatically send replacement products when the return is received.
Inventory Control
Classify returned products as Good or Hurt to maintain accuracy in your inventory.
Dropship Returns
Handle returns for orders that were shipped via dropshipping or from other warehouses.
Troubleshooting
Section titled “Troubleshooting”I Can’t Create an RMA from an Order
Section titled “I Can’t Create an RMA from an Order”Problem: The “Initiate return” button doesn’t appear or is disabled.
Possible Causes:
- The order is not in Shipped status: Only shipped orders can have returns
- Insufficient permissions: Your user doesn’t have permissions to create RMAs
- Order already has active RMA: You cannot create multiple RMAs for the same order
Solutions:
- Check the order status: The order must be in Shipped
- Contact administrator: To verify user permissions
- Review existing RMAs: Search if an RMA already exists for that order
The Label Wasn’t Generated
Section titled “The Label Wasn’t Generated”Problem: I click generate label but nothing happens or it gives an error.
Common Causes:
- Missing shipping information: Incomplete customer address
- Carrier not configured: No carrier configured for returns
- Invalid carrier credentials: Expired or incorrect API keys
Solutions:
- Verify customer address: Make sure the address is complete
- Configure returns carrier: Contact administrator to configure carrier
- Update credentials: Review carrier integration configuration
RMA Has Been IN-TRANSIT for Too Long
Section titled “RMA Has Been IN-TRANSIT for Too Long”Problem: The RMA has been in IN-TRANSIT for more than 2 weeks.
Causes:
- Customer didn’t ship the package: Generated label but didn’t ship
- Lost package: The carrier lost the package
- Incorrect warehouse address: Package didn’t arrive at correct destination
Solutions:
- Contact the customer: Ask if they already shipped the package
- Track with carrier: Use tracking# to locate the package
- Open case with carrier: If it’s lost, file a claim
- Consider archiving: If the customer won’t ship, archive the RMA
Discrepancy Cannot Be Resolved
Section titled “Discrepancy Cannot Be Resolved”Problem: The warehouse marked DISCREPANCY but it’s not clear what to do.
Causes:
- Customer sent wrong products: Doesn’t match the RMA
- Missing products: Customer only sent some
- Different condition: Products more damaged than expected
Solutions:
- Review RMA details: See exactly what was expected vs. what arrived
- Contact the customer: Clarify the situation
- Make a decision:
- If acceptable: Mark as AS EXPECTED and archive
- If something is missing: Mark as INCOMPLETE
- If it’s a problem: Contact management for resolution
- Document in comments: Add notes about the resolution
Differences Between Active and Archived Returns
Section titled “Differences Between Active and Archived Returns”| Aspect | Active Returns | Archived Returns |
|---|---|---|
| Statuses | PENDING, IN-TRANSIT, PROCESSING, DISCREPANCY, INCOMPLETE, UNEXPECTED | AS EXPECTED ARCHIVED, DISCREPANCY ARCHIVED, INCOMPLETE ARCHIVED, UNEXPECTED ARCHIVED |
| Actions | Can be processed, edited, archived, canceled | Read-only (usually) |
| Purpose | Work in progress | History and audit |
| Quantity | A few (current RMAs) | Thousands (all history) |
| Filters | By status, date, tracking | By dates, final status |
Related Pages
Section titled “Related Pages”See Also:
- Processing Returns - How the warehouse processes returns
- Exchanges (RMA) - Exchange management
- Archived Returns - Return history
- Restocking - Restocking process
Related Flow:
- Customer requests return ← You are here
- RMA created ← You are here
- Label generated ← You are here
- Package in transit ← You are here
- Warehouse processes → See Processing Returns
- Inventory updated → See inventory documentation
- RMA archived → See Archived Returns