Creating and Managing Returns (OMS)

Introduction

Returns management in the OMS (Order Management System) allows you to create return requests (RMAs) from shipped orders, specify which items customers are returning, generate prepaid shipping labels, and track returns until they reach IN-TRANSIT status. Once a return reaches IN-TRANSIT, the warehouse (WMS) takes over the processing.

This documentation covers the seller-side workflow from creating a return to sending the label to the customer.

How to Create and Manage Returns

1. Access Shipped Orders

   • From the Returns page, click Shipped Orders (Quick access button at the top), or go to Orders and filter by Shipped status.
   • Find the order you want to create a return for (order must be in Shipped status).
   • Click the Shipping# to open the order view.

2. Initiate Return

   • From the shipped order view, click “Initiate Returns” in the order actions.
   • A pop-up appears: “This action will initiate a restocking request. Click Ok to continue, or click Cancel to return.”
   • If a return already exists for this order: “A return already exists for this Ship #. Selecting Continue will initiate a restocking request.”
   • Click Ok and the return creation form opens.

3. Select Items to Return

   In the return form, you’ll see all items from the original order:

   • For each item, specify the quantity being returned and allocate to Good and Hurt as expected
     • Quantity: How many units are being returned
     • Qty-good (expected): How many you expect to be in good condition
     • Qty-hurt (expected): How many you expect to be damaged
   • The total (Qty-good + Qty-hurt) should equal the quantity being returned
   • Next, click the Continue button located below the list of items.

4. Add Return Instructions

   In the comments field, provide instructions for warehouse staff:

   • How to inspect products
   • What to expect (condition, quantities)
   • Any special handling requirements
   • Customer communication notes

5. Generate Return Label (Optional)

   If you want to generate a prepaid return label:

   • Check the option to generate a prepaid return label (when available)
   • Select shipping method
   • System generates label automatically
   • Label is sent to customer via email

6. Specify Return Type

   Select the return type:

   • Simple Return: Customer returns product for refund
   • Exchange on Received: Exchange processed when return is received
   • Exchange Now: Exchange sent immediately

7. Complete and Save the Return

   Complete the form and save. The system:

   • Creates the RMA record
   • Sets status to PENDING if no label, or IN-TRANSIT if label generated
   • Sends label email to customer (if applicable)
   • Records return details for warehouse processing

8. Track Return Status

   Monitor the return in the Returns list:

   • PENDING: Return created, label not yet sent
   • IN-TRANSIT: Customer has shipped the package
   • Once IN-TRANSIT, warehouse takes over processing

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Return Management Functions

Viewing Returns List

Access

Navigate to Returns from the main menu to see all active returns.

What you’ll see:

• Return ID (RMA#)
• Shipping Number(*)
• Order Number
• Order Reference
• tracking Number
• Status (PENDING, IN-TRANSIT, PROCESSING, DISCREPANCY, COMPLETE, UNEXPECTED)
• Return Type (Simple Return, Exchange_on_Received, Exchange_Now, Restocking, Return by Carrier)
• Request Date
• Received Date
• Processed Date
• Email(*)
• From(*)
• Country/Zip(*)
• Items and Quantities

Available actions:

• Click on a return to view details
• Search and filter returns
• Export returns list
• View archived returns

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Editing Return Details

When Available

Edit returns that are in PENDING or IN-TRANSIT status.

What you can edit:

• Items and quantities
• Expected Good/Hurt quantities
• Return type
• Comments and instructions
• Return shipping address

How to edit:

1. Open the return detail view
2. Click “Edit” or modify fields directly
3. Update quantities writing in the empty fields for Good/Hurt
4. Save changes

Note: Once warehouse starts processing, editing is limited.

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Adjusting Expected Quantities

Good/Hurt Adjustment

Adjust expected Good and Hurt quantities for each item.

How it works:

• Write in the empty field to increase or decrease Good or Hurt quantities
• Total (Good + Hurt) must equal quantity being returned
• Changes are saved automatically

When to adjust:

• Customer reports damage before shipping
• You want to set expectations for warehouse
• Return conditions change

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Generating Return Labels

Prepaid Labels

Generate prepaid shipping labels for customers to return items.

How it works:

• Select shipping method from available carriers
• System generates prepaid label
• Label is automatically emailed to customer
• Label can be downloaded from return detail view
• Return status changes to IN-TRANSIT when label is generated

When to generate:

• Customer requests return label
• You want to provide prepaid return shipping
• Standard return process requires label

Access: From return detail view, click “Generate Label” or check option during return creation.

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Sending Label Email

Customer Communication

Send return label to customer via email.

How it works:

• System automatically sends email when label is generated
• Email includes return label PDF attachment
• Customer receives return instructions
• You can resend email if needed

Manual send:

• From return detail view, use the option to resend the label email if available
• System sends email with current label attachment

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Canceling Returns

When Available

Cancel returns that haven’t been processed by warehouse.

When you can cancel:

• Return is in PENDING status
• Return is in IN-TRANSIT status
• Warehouse hasn’t started processing

How to cancel:

1. Open return detail view
2. Click “Cancel” button
3. Confirm cancellation
4. Return is removed from active list

Note: Once warehouse starts processing, cancellation may not be available.

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Understanding Return Statuses

The OMS manages returns through two main statuses. Once a return reaches IN-TRANSIT, the warehouse (WMS) takes over physical processing, but you can still view and track the return.

🟡 PENDING

What it means: The return request exists, but no shipping label has been created yet. This is your active editing window.

What happens in this status:

• Return is created and waiting for label generation
• Customer has not received return instructions yet
• You have full control to modify the return

What you can do:

• Edit everything: Items, quantities, Good/Hurt expectations, return type, comments
• Cancel return: Remove the return if no longer needed
• Add instructions: Provide warehouse notes before label is sent

Transitions to: Changes to IN-TRANSIT automatically when you generate the return label.

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🚚 IN-TRANSIT

What it means: The return label has been generated and sent to the customer. The customer is shipping (or has shipped) the package back to the warehouse.

What happens in this status:

• Customer received return label via email
• Package is in transit or about to be shipped
• Warehouse will process when package arrives
• You can monitor but cannot modify most details

What you can do:

• View and track: See return details and track the package
• Download label: Access the return label PDF
• Resend email: Send label email again if customer needs it
• Limited editing: Some fields may still be editable, but items and quantities are locked

Important: This is the last status you control. Once warehouse receives the package, they take over processing.

Transitions to: Warehouse changes status to PROCESSING when they receive the package.

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Return Types

Simple Return

Description: Customer returns product for refund or credit.

Flow:

• Customer returns item
• Warehouse processes return
• Inventory updated
• Refund processed (if applicable)

Use when: Customer wants refund or store credit.

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Exchange_on_Received

Description: Exchange that is processed when the return is received at warehouse.

Flow:

• Customer returns original item
• Warehouse receives and processes return
• Replacement product is shipped automatically
• Inventory updated

Use when: Customer wants exchange and you want to verify return before sending replacement.

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Exchange_Now

Description: Exchange where replacement is sent immediately.

Flow:

• Replacement product shipped immediately
• Customer returns original item
• Warehouse processes return when received
• Inventory updated

Use when: Customer needs replacement quickly and you trust they’ll return original.

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Restocking

Description: Return from dropshipping or sales channel (e.g., Amazon FBA) that you record in ShipEdge.

Flow:

• Return occurs outside ShipEdge (e.g., at Amazon FBA)
• You create a restocking/return record to update inventory
• Warehouse or system processes the record
• Inventory updated

Use when: Recording returns handled by channels like Amazon FBA or dropship that ship to other locations.

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Return by Carrier

Description: Return handled by shipping carrier.

Flow:

• Carrier handles return process
• Warehouse receives from carrier
• Warehouse processes return
• Inventory updated

Use when: Using carrier return services.

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Return Item Details

Field	Description
SKU	Product identifier being returned
Description	Product name and attributes, including Opt1, Opt2, Opt3 when available. May show [OTP] for One-Time Products
Items & Quantities	Quantity being returned (for original items) or quantity sent (for restocking items)
Qty-good (expected)	Your estimate of items in good condition. In some views, use the Good button to allocate.
Qty-hurt (expected)	Your estimate of damaged items. In some views, use the Hurt button to allocate.
Added by Seller	Indicator shown when item was added manually by seller (not from original order)

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Best Practices

Set Clear Expectations

Specify accurate Good/Hurt quantities so warehouse knows what to expect.

Provide Instructions

Add detailed comments for warehouse staff about inspection requirements.

Generate Labels Promptly

Generate return labels quickly so customers can ship returns without delay.

Track Status

Monitor return status regularly to ensure smooth processing.

Communicate Clearly

Ensure customers receive return labels and instructions promptly.

Verify Details

Double-check items and quantities before submitting return.

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Common Scenarios

Scenario 1: Standard Return Request

Situation: Customer wants to return a product for refund.

Action:

1. Navigate to shipped order
2. Click “Initiate Returns”
3. Select item(s) to return
4. Set quantities (allocate to Good and Hurt as expected)
5. Select Simple_Return as return type
6. Generate return label
7. Submit return
8. Customer receives label via email

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Scenario 2: Damaged Item Return

Situation: Customer reports damaged item and wants to return it.

Action:

1. Create return from shipped order
2. Select damaged item
3. Set Qty-good (expected): 0, Qty-hurt (expected): 1 (or appropriate quantities)
4. Add comment: “Customer reports damage”
5. Generate return label
6. Submit return
7. Warehouse will verify damage when received

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Scenario 3: Exchange Request

Situation: Customer wants to exchange for different size/color.

Action:

1. Create return from shipped order
2. Select items to return
3. Choose Exchange_on_Received or Exchange_Now as return type
4. Set quantities and expectations
5. Generate return label
6. Submit return
7. System handles exchange automatically when return is processed

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Troubleshooting

Can't Find Order to Create Return

Cause: Order may not be in an eligible status or may already have a return.

Solution:

• Verify order is in Shipped status
• Check if return already exists for this order
• Use search to locate the order
• Contact support if order should be eligible

Return Label Not Generating

Cause: Shipping method may not be configured or carrier issue.

Solution:

• Verify shipping methods are configured
• Check carrier integration status
• Try different shipping method
• Contact support if issue persists

Can't Edit Return

Cause: Return may be in status that doesn’t allow editing.

Solution:

• Only PENDING and IN-TRANSIT returns can be edited
• If warehouse started processing, editing is limited
• Contact warehouse if changes needed after processing starts

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Related Pages

• Returns Overview - Learn about the return system overview
• Archived Returns - View completed and archived returns
• Warehouse Return Processing - How warehouse processes returns (WMS view)