Return Orders
Return Orders
Quick Summary: Create and manage return shipments to get items back from customers to the warehouse.
Overview
A return order is a shipment flowing in reverse -- from a customer back to the warehouse. You create a return order, the warehouse generates a return label (or the customer arranges shipping), and the items are received and inspected at the warehouse.
Quick Start
- Navigate to Returns → Return Orders
- Click + to create a return or RMA, then select the return type
- Select the Parent Order being returned
- Add items with quantities
- Set the Return Location and Source Address
- Click Save
Note: Returns and Return RMA are available when enabled for your account and permissions. If you do not see Returns, contact your Account Manager.
Return Order List
Columns
| Column | Description |
|---|---|
| Order Date | Date the return order was created |
| FedEx ID | System-generated order number |
| Return ID | Return-specific identifier |
| Parent Ref# | Reference number of the original (parent) order |
| Tracking | Tracking number with status badge and copy button. Click the tracking number to view tracking details. Empty when no tracking number has been assigned yet |
| Courier | Courier handling the return shipment |
| Status | Current order status |
Stats Panel
| Stat | Description |
|---|---|
| Total Returns | Total number of return orders |
| Return In Past 12M | Returns created in the last 12 months |
| Restocked | Items restocked to inventory |
| Received | Return orders received at warehouse |
| Cancelled | Canceled return orders |
| Pending Action | Items awaiting disposition decision |
| Pending Restock | Items awaiting restock processing |
| Pending Shipment | Returns waiting to be shipped |
| Pending Receipt | Returns in transit to warehouse |
Filters
| Filter | Description |
|---|---|
| Order date | Filter by the date the return order was created |
| Received date | Filter by the date items were received at the warehouse |
| Status | Filter by order status |
| Courier | Filter by courier |
| Destination Country | Filter by return destination country |
| Warehouse | Filter by warehouse |
| Tracking Status | Filter by tracking status |
| SKU | Filter by product SKU |
| Integration | Filter by e-commerce integration source |
| Invoiced Status | Filter by invoicing status |
| Tags | Filter by order tags |
Search Fields
- Return FedEx SO Number
- Return Order ID
- Return Item number
- Return Tracking number
- Parent FedEx SO Number
- Parent Order ID
- Parent Tracking number
- Item SKU
- Invoice Reference
- Serial Number
Export
Click the Download icon to export: - Export by Order Line -- one row per item line - Export by Order -- one row per return order
Creating a Return Order
Step 1: Choose Return Type
Click the + button on the Return Orders list. Choose from:
| Option | Description |
|---|---|
| Return Order | Courier return -- warehouse generates a return label |
| Return Order Bulk Upload | Create multiple courier returns from a file |
| RMA Return Order | RMA return -- choose with or without label |
| RMA Return Order Bulk Upload | Create multiple RMA returns from a file |
Step 2: Select Parent Order
Search for the original order by order number or reference. The parent order provides the item catalog for the return.
Note: Creating returns without a parent order requires specific account configuration. Contact your Account Manager if you need this capability.
Step 3: RMA Type (RMA Returns Only)
For RMA returns, select the label option:
| Option | Description |
|---|---|
| Return RMA with Label | Warehouse generates a return shipping label |
| Return RMA without Label | Customer arranges own shipping -- Tracking Number is required |
Step 4: Add Return Items
Add items from the parent order that are being returned: - Select items by SKU - Set the quantity being returned - Optionally set a Predefined Return Action (what to do with the item when received)
Step 5: Return Location
Configure where the return is going:
| Field | Description |
|---|---|
| Return Location | Warehouse destination for the return |
| Company | Company name at the return location |
| Full Name | Contact name |
| Phone | Contact phone |
| Contact email | |
| Address | Street address |
| City | City |
| State | State/Province |
| Postal Code | Postal/ZIP code |
| Country | Country |
Step 6: Source Address
The address where the return ships from (the customer's address):
| Field | Description |
|---|---|
| Full Name | Customer name |
| Company | Customer company (if applicable) |
| Contact Number | Customer phone |
| Email ID | Customer email |
| Address Line 1 | Street address |
| Address Line 2 | Additional address |
| Address Line 3 | Additional address |
| City | City |
| State/Province | State or province |
| Postal Code | Postal/ZIP code |
| Country | Country |
Step 7: Save
Click Save to create the return order. For courier returns and RMA with label, a return label is generated.
Return Order Detail
The detail page shows the return order information, items, and tracking.
SKU Table Columns
| Column | Description |
|---|---|
| SKU | Product SKU |
| Unit Type | Base Item, Inner Carton, etc. |
| Return Item | Return item identifier |
| Condition | Item condition after inspection |
| Description | Product description |
| Tax | Tax amount |
| Duty | Duty amount |
| Customs Value | Declared customs value |
| Qty. | Quantity returned |
| Total Qty. | Total quantity |
Received SKU's Panel
For return orders, the Received SKU's panel lists the items the warehouse has recorded as received. Use it to reconcile the physical return against the items you authorized.
| Column | Description |
|---|---|
| SKU | Product SKU of the received item |
| Unit Type | Packaging level recorded on receipt (e.g., Base Item, Inner Carton) |
| Description | Product description |
| Qty. | Quantity received for this line |
| Total Qty. | Total quantity received (Qty. × unit quantity per Unit Type) |
| Items Conditions | Condition(s) assessed for the received items, with any comment, serial numbers, and inspection images |
Note: Serial numbers recorded here are searchable — use the Serial Number field under Custom Select on the Order List to find both the original order and the return order for a given serial.
Actions
| Action | Description |
|---|---|
| Tracking | View tracking information |
| Edit | Edit the return order (when in editable status) |
Workflows
Workflow: Create a Courier Return
When: Customer needs to return items and you want the warehouse to generate a return label
Steps: 1. Navigate to Returns → Return Orders 2. Click + → Return Order 3. Search for and select the parent order 4. Add items being returned with quantities 5. Set return location and source address 6. Click Save
Result: Return order created, return label generated. Send the label to the customer.
Workflow: Create an RMA No-Label Return
When: Customer will arrange their own return shipping
Steps: 1. Navigate to Returns → Return Orders 2. Click + → RMA Return Order 3. Select Return RMA without Label 4. Enter the customer's Tracking Number 5. Select parent order and add items 6. Set return location and source address 7. Click Save
Result: Return order created without a label. Warehouse expects shipment via the provided tracking number.
Workflow: Bulk Create Returns
When: Processing multiple returns at once
Steps: 1. Navigate to Returns → Return Orders 2. Click + → Return Order Bulk Upload or RMA Return Order Bulk Upload 3. Download the template file 4. Fill in return details for each order 5. Upload the completed file 6. Review validation results and confirm
Result: Multiple return orders created in one operation.
Troubleshooting
| Issue | Cause | Solution |
|---|---|---|
| Cannot find parent order | Order number or reference not matching | Verify the order number and try searching by different fields |
| No courier options available | No eligible courier configured for this warehouse and return type | Contact your Account Manager to set up return couriers |
| Tracking Number required error | Creating an RMA no-label return without tracking | Enter the customer's tracking number -- required for no-label returns |
| Cannot create return without parent | Account not configured for parentless returns | Contact your Account Manager, or link to an existing parent order |
| Return label not generated | Order may still be processing | Wait a few minutes; if the issue persists, check the order status |