Returns: Overview
Returns
Quick Summary: Create return orders, track returned items, and manage return settings for your account.
Overview
Returns connects a customer's shipment back to the location you choose. Use Return Orders to create return shipments, Return Items to review item conditions and choose what happens next, and the settings pages to control policies, reasons, conditions, and reporting.
The menu can contain these areas:
| Area | What it does |
|---|---|
| Return Orders | Create, search, and review return shipments |
| Return Items | Review received items, their conditions, and disposition status |
| Return Policies | Control when a return is eligible |
| Return Reasons | Maintain reasons that categorize returns |
| Return Conditions | Add custom condition codes when enabled for your account |
| Return Analytics | Review return volume, reasons, value, and processing trends |
The entries shown depend on account features and your access. If an area is missing, ask your company administrator or Account Manager.
Create a return order
- Open Returns → Return Orders.
- Select +, then choose Return Order or RMA Return Order.
- For an RMA return, select Return RMA with Label or Return RMA without Label.
- Enter the item SKUs and quantities to return.
- Optionally select a Predefined Return Action.
- Choose the Ship To Location, then complete the Source Address.
- Select Save.
For Return RMA without Label, enter the customer's Tracking Number. The field is required for this return type.
Return types
| Type | How to create it | Label and tracking |
|---|---|---|
| Courier Return | Select + → Return Order | Uses a generated return label |
| RMA with Label | Select + → RMA Return Order, then Return RMA with Label | Uses a generated return label |
| RMA without Label | Select + → RMA Return Order, then Return RMA without Label | The customer arranges shipping; enter the Tracking Number |
The + options depend on your account setup and access. Use Return Order Bulk Upload or RMA Return Order Bulk Upload from the same menu to create several returns from a file.
Predefined Return Action
The Predefined Return Action field can be Do nothing, Dispose, Restock, or Quarantine. It records the intended action for the returned items.
[pref som_via_automation_rules] Actions can also be applied by Automation Rules when configured. [endpref]
Process return items
After a return is received, open Returns → Return Items to review each item's condition and status. Select items, then choose an available action:
| Action | What it does |
|---|---|
| Restock | Return the item to sellable inventory |
| Quarantine | Hold the item for review before another action |
| Forward | Send a quarantined item to another destination |
| Dispose | Discard the item |
An item can start in Pending Action. Choosing an action moves it to a pending status until that action is completed. Forward requires the item to be Quarantined first. Action availability also depends on the item's current status and your access.
The Return Items page and its action buttons may require access beyond the Returns menu. If the page opens but the actions are unavailable, ask your company administrator for help.
Manage return settings
Policies and reasons
Use Return Policies to control return eligibility by destination country or time after delivery. Use Return Reasons to maintain the reasons available for categorizing returns.
Conditions
Use Return Conditions to add condition codes beyond the standard set. This menu is available only when custom return conditions are enabled for your account.
Analytics
Open Returns → Return Analytics and choose RMA Returns, Courier Returns, or All. The dashboard shows return activity for the selected period, including return value, reasons, SKUs, source countries, processing status, and disposition actions.
Troubleshooting
| Issue | Cause | Solution |
|---|---|---|
| Returns is missing or inactive | Returns are not enabled for your account or your access | Ask your company administrator or Account Manager |
| The + menu or a return type is unavailable | The account feature or your access does not allow that action | Confirm which return process your account uses and ask an administrator for access |
| Return RMA without Label will not save | The required Tracking Number is missing | Enter the customer's tracking number |
| Return Items is unavailable | Your access does not include return items | Ask your company administrator for access |
| Item actions are unavailable | Your access does not allow them, or the item status does not support the action | Check the item status and ask an administrator for access if needed |
| Forward is unavailable | The item is not Quarantined, or it is already reserved for a forwarding request | Quarantine the item first or wait for the existing request to finish |
| Return Analytics has no data | The selected return type or date range contains no returns | Select All and widen the date range |
FAQs
What is the RMA Deviation Report?
The report highlights received items outside the original RMA lines so you can reconcile the physical return with the authorized items. Delivery and recipients depend on your account configuration.
How are condition names shown in the report?
The Details field uses each condition's display name, including custom conditions that are now inactive. If a condition code cannot be resolved, the report shows the original code.
Where can I find a package note for a return?
A package-level note appears as Remarks in the return order's Additional Details. In a shared-file RMA Deviation Report, it can also appear in General notes as Package issue: followed by the note. Existing report rows are not changed.
Related Documentation
- Return Orders
- Return Items
- Return Policies
- Return Reasons
- Return Conditions
- Return Analytics [pref som_via_automation_rules]
- Automation Rules [endpref]
- Order Details