Return Orders
Return orders
Quick Summary: Create return shipments, track their receipt, and review the returned items.
Overview
A return order records the items a customer sends back and the location that receives them. The Return Orders list shows each return's status, tracking, courier, and parent reference.
Return Orders opens when Courier Returns or RMA Returns is enabled for your account. The + menu lists each return type you can create. Ask your company administrator or Account Manager if Returns or an action is unavailable.
Quick start
- Open Returns → Return Orders.
- Select +, then choose a return type.
- Enter the Order ID for the return.
- Add the returned SKUs and quantities.
- Select the Ship To Location.
- Complete the Source Address.
- Select Save.
For Return RMA without Label, also enter the customer's Tracking Number. For Return Order, select an available courier when the form shows Courier.
Create a return order
Return order types
| Option | What happens |
|---|---|
| Return Order | Creates a Courier Return Order and uses a courier return label |
| RMA Return Order → Return RMA with Label | Creates an RMA return with a generated label |
| RMA Return Order → Return RMA without Label | Uses customer-provided tracking and does not generate a label |
Only return types enabled for your account appear in the + menu. RMA locations are limited to warehouses configured for RMA returns.
Return details
Enter an Order ID that identifies the return in your records. Add each returned SKU and its quantity in the SKU's table. Select a warehouse or return location with Ship To Location. The Source Address is the address from which the customer sends the return. Required address fields vary by return type and courier.
Predefined Return Action
Choose what should happen after the warehouse receives the items:
| Action | Result |
|---|---|
| Do nothing | Items wait for a later return-item action |
| Dispose | Items are sent for disposal |
| Restock | Items are sent for restocking |
| Quarantine | Items are held in quarantine |
If you leave Predefined Return Action unset, your account default applies. Automation Rules may also change an item's first action. With Do nothing, received items remain in Pending Action until someone acts.
Bulk upload returns
1. Select +, then choose the Courier or RMA Bulk Upload option. 2. Set Without Original Order to Yes or No. 3. For an RMA upload, set Generate Labels to Yes or No. 4. Select Download Template and complete the matching template. 5. Upload the completed .csv or .xlsx file. 6. Select Submit, review the validated rows, then select Save.
Changing either toggle changes the template and required columns. Rows with validation errors are not saved when you select Save.
Return order list
The page heading and breadcrumb use Return Orders List.
Columns
| Column | Description |
|---|---|
| Order Date | Date the return order was created |
| FedEx ID | System-generated return order number |
| Return ID | Return identifier shown in your records |
| Parent Ref# | Reference from the original order, when linked |
| Tracking | Return tracking number and status |
| Courier | Courier assigned to the return |
| Status | Current return order status |
| Client | Client account, when you manage several accounts |
Select FedEx ID or Return ID to open the return. Select Parent Ref# to open the original order. Select a tracking number to open Return Tracking.
Statistics
These tiles summarize Courier and RMA return orders in your account scope. They do not follow the current list filters or page. Each tile opens a list with that tile's filter. Billing-company accounts include all clients under that billing company.
| Tile | Meaning |
|---|---|
| Total Returns | Return orders in the account scope, excluding archived and removed orders |
| Return In Past 12M | Return orders created during the trailing year |
| Restocked | Return items with the Restocked status |
| Received | Return orders with the Received status |
| Cancelled | Return orders with the Canceled status |
| Pending Action | Return items waiting for an action |
| Pending Restock | Return items waiting to be restocked |
| Pending Shipment | Return orders awaiting shipment |
| Pending Receipt | Return orders awaiting warehouse receipt |
Order tiles count return orders by current status. Item tiles count return items, including items from archived or removed return orders. If statistics fail to load, select Retry.
The tiles read a summary that the portal updates in the background every 5 minutes .
A return order, a return item, or an item action you just completed can take a few minutes to appear in the tiles. Reload the page after the next update to see the new count. The list below the tiles is not delayed; it shows the current records.
Because the tiles use a summary, a count can differ for a short time from a list you filter yourself. The difference closes after the next update.
Filters
Use the date controls to filter by Order date or Received date. The Filter control provides these filters:
| Filter | Description |
|---|---|
| Status | Return order status |
| Courier | Assigned courier |
| Destination Country | Return destination country |
| Warehouse | Receiving warehouse |
| Tracking Status | Tracking status |
| SKU | Returned product SKU |
| Integration | Order source |
| Invoiced Status | Invoicing status |
| Tags | Order tags |
| Client | Client account, when you manage several accounts |
In the Courier filter, enter separate partial words in any order. For example, "Yun sign" and "sign yun" find "Yun Express Battery Registration - HK (With Signature)".
Search fields
The search box matches the system-generated return number and Return ID. It also matches an exact tracking number or exact IOSS/OSS number. Fields shown through Custom Select are display columns, not automatic search terms.
Export
Select at least one return, then open Download. Choose Export by Order Line for one row per item line or Export by Order for one row per return. When Select All is active, the current filters define the export. The export runs as a task and appears in Tasks when ready.
Return order detail
The detail page shows return details, SKUs, received SKUs, tracking, and supporting information.
SKU's
| Column | Description |
|---|---|
| SKU | Product SKU |
| Unit Type | Base Item, Inner Carton, and other supported units |
| Return Item | Return Item numbers linked to the line |
| Condition | Recorded item condition |
| Description | Product description |
| Tax | Tax amount for the line |
| Duty | Duty amount for the line |
| Customs Value | Declared customs value |
| Qty. | Number of units selected |
| Total Qty. | Quantity converted using the selected unit type |
Received SKU's
The Received SKU's panel records what the warehouse received. Use it to compare the physical return with the items on the return order.
| Column | Description |
|---|---|
| SKU | Received product SKU |
| Unit Type | Received unit type |
| Description | Product description |
| Qty. | Quantity received for the line |
| Total Qty. | Quantity converted using the received unit type |
| Items Conditions | Conditions, comments, serial numbers, and inspection images |
A package-level note from receipt appears as Remarks in Additional Details. The Return Items Conditions field can also appear in Additional Details.
Actions
Available actions depend on the return status and your access. Tracking opens tracking checkpoints. Edit appears while the return remains editable. Cancel Order appears when the current status allows cancellation.
Troubleshooting
| Issue | Cause | Solution |
|---|---|---|
| Return Orders is missing | Returns are not enabled or your user lacks access | Ask your company administrator or Account Manager |
| + or a return type is unavailable | The account feature or your create access does not allow it | Ask an administrator which return type your account supports |
| Return RMA without Label will not save | Tracking Number is missing | Enter the customer's tracking number |
| No courier can be selected | No eligible courier is available for the location and return type | Contact your Account Manager |
| A bulk row has validation errors | The template, toggles, or row values do not match the expected format | Download the matching template, correct the row, and upload again |
| A bulk upload has no Save button | No validated rows can be saved | Review the error rows and upload a corrected file |
| Download does nothing | No return is selected | Select at least one return or use Select All |
| Statistics failed to load | The statistics request failed or timed out | Select Retry; contact your Account Manager if it fails again |
| A tile count is behind your latest action | The tiles use a summary that the portal updates in the background | Wait for the next update, then reload the page; the list below the tiles is current |
| The return remains in Pending Receipt | The return was not sent successfully to the receiving location | Contact your Account Manager to check or resend it |
| Items moved without your input | Predefined Return Action or an automation rule matched | Review the original return and Automation Rules |
| A return label is not available | Label generation is still processing or failed | Wait for the status to change; contact your Account Manager if it fails |
| The list has no returns | Filters exclude the return, or the return was not created | Clear the filters and verify that the creation task completed |