Returns: Overview

Returns

Quick Summary: Send items back to the warehouse using return orders, track returned items, and manage return policies.

Overview

The Returns section lets you manage the reverse logistics flow -- getting items back from customers to your warehouse. You can create return orders, track individual return items through inspection and disposition, and set up policies that control how returns are handled.

Note: If you don't see Returns in your navigation menu, contact your Account Manager to enable it.

Return Order Types

Note: The return types and buttons you see depend on your account setup and permissions. If a return type isn't available, contact your Account Manager.

How Returns Work

1. You create a Return Order specifying the items being returned and the return destination
2. The warehouse generates a return label (unless it's a no-label RMA return)
3. The customer ships the items back to the warehouse
4. The warehouse receives and inspects each item
5. Each Return Item gets a condition assessment (New, Used, Damaged, etc.)
6. You decide what to do with each item: Restock, Quarantine, Forward, or Dispose

Quick Start

1. Navigate to Returns → Return Orders
2. Click + and select the return type (Return Order or RMA Return Order)
3. Select the Parent Order being returned (or create without parent if permitted)
4. Add the items being returned with quantities
5. Set the Return Location (warehouse destination)
6. Fill in the Source Address (where the return ships from)
7. Click Save

Sections

Return Orders

Create and manage return shipments. See Return Orders for the complete creation flow, required fields, and bulk upload.

Return Items

Track individual items through the inspection and disposition process. See Return Items for statuses, conditions, and available actions.

Return Policies

Set up rules that control return eligibility (country restrictions, time limits). See Return Policies for creating and managing policies and reasons.

Return Conditions

Custom condition codes for categorizing the state of returned items. Available when enabled for your account.

Note: If you don't see Return Conditions in your Returns menu, contact your Account Manager to enable custom conditions.

Return Analytics

View return metrics and trends from Returns → Return Analytics. Select a date range to see return volume, disposition breakdowns, and other statistics.

Workflows

Workflow: Process a Customer Return

When: A customer wants to return items from an order

Steps: 1. Navigate to Returns → Return Orders 2. Click + → select Return Order (Courier Return) 3. Search for and select the Parent Order 4. Add items being returned and set quantities 5. Configure the Return Location and Source Address 6. Click Save -- a return label is generated 7. Send the return label to the customer 8. When the warehouse receives the items, check Returns → Return Items for condition and status updates 9. Choose a disposition action for each item: Restock, Quarantine, Forward, or Dispose

Result: Items are processed and returned to inventory, quarantined for inspection, forwarded to another address, or disposed.

Workflow: RMA Return (No Label)

When: Customer arranges their own return shipping

Steps: 1. Navigate to Returns → Return Orders 2. Click + → select RMA Return Order 3. Select Return RMA without Label 4. Enter the customer's Tracking Number (required for no-label returns) 5. Select the parent order and add return items 6. Click Save

Result: Return order created without generating a label. The warehouse expects the shipment using the provided tracking number.

Troubleshooting

Related Documentation

• Return Orders
• Return Items
• Return Policies
• Order Details

FAQ's

What's the difference between a Courier Return and an RMA Return? A Courier Return is a standard return where the warehouse generates the return shipping label. An RMA Return is a Return Merchandise Authorization flow -- you can choose whether the warehouse generates a label or the customer arranges their own shipping (no-label option).

Can I create a return without a parent order? This depends on your account configuration. By default, returns must reference a parent order. Contact your Account Manager if you need to create returns without linking to an existing order.

What happens to returned items after warehouse inspection? Each item gets a condition assessment. You then choose the disposition: Restock (return to sellable inventory), Quarantine (hold for further review), Forward (ship to another address), or Dispose (discard the item).

I received an "RMA Deviation Report" email — what is this? This is an automated report that flags items the warehouse received that were not part of the original RMA order lines (unexpected SKUs). It helps your team reconcile physical returns against authorized items. The report is set up by your Account Manager — contact them to enable, disable, or change how you receive it (email with XLSX attachment, Google Sheets, or SharePoint).

How are item conditions shown in the "RMA Deviation Report"? The report's Details column shows each received item's condition by its name — for example New, Damaged packaging, or the name of a custom condition you defined in Return Conditions. This applies to standard conditions and custom conditions alike, including conditions that were later set to Inactive. If an item's condition is no longer recognized, the report shows the original code instead so no information is lost.