Returns Overview

What are Returns?

Returns (also called RMA - Return Merchandise Authorization) is the system that allows you to manage product returns from your customers. When a customer needs to return a product, whether due to a defect, order mistake, or simply because they changed their mind, you can create an RMA to track the process from when the customer ships the package until the inventory is added back to stock.

ShipEdge offers a complete returns management system that includes shipping label generation, package status tracking, warehouse processing, and automatic exchange handling.

Quick Start

To create a return, go to an order in “Shipped” status and click “Initiate return”. The system will automatically create the RMA and allow you to generate a shipping label for the customer.

Key Benefits

Centralized Management

View all your returns in one place with real-time status updates and quick access to details.

Automatic Labels

Generate prepaid shipping labels for customers automatically and send them via email with one click.

Status Tracking

Monitor the progress of each return from IN-TRANSIT to completed, with automatic carrier updates.

Automatic Exchanges

Configure exchanges to automatically send replacement products when the return is received.

Inventory Control

Classify returned products as Good or Hurt to maintain accuracy in your inventory.

Dropship Returns

Handle returns for orders that were shipped via dropshipping or from other warehouses.

How the Returns Process Works

The complete flow of a return follows these steps:

1. Customer Requests Return → User creates RMA from a shipped order
2. Label Generated → System generates prepaid label and sends to customer via email
3. Customer Ships Package → Status changes to IN-TRANSIT
4. Package Arrives at Warehouse → Warehouse marks as PROCESSING
5. Warehouse Processes Return → Inspects products and marks as Good or Hurt
6. Return Completed → Final result: AS EXPECTED, DISCREPANCY, or INCOMPLETE
7. Inventory Updated → Products return to stock according to condition
8. (Optional) Exchange Shipped → If it’s an exchange, replacement product is sent

Accessing Returns Overview

1. Navigate to Returns Module

   From the main menu, look for “Returns” and click to access.

2. You’ll See the Main Returns View

   The system displays:

   • Title: “Return Orders”
   • Quick access buttons at the top
   • Table with all active returns

3. Available Quick Access Options

   At the top you’ll see buttons for:

   • Return Orders Archived: History of completed returns
   • Exchanges: Product exchange management
   • Shipped Orders: Shipped orders (to create new returns)
   • Dropship Return: Manually create dropshipping returns
   • Upload Dropship Returns: Import returns via CSV
   • EZ Returns: Return label portal

Return Statuses

🟡 PENDING

Meaning: The RMA was created but the label has not yet been sent/generated.

Available actions:

• Generate shipping label
• Open RMA to edit details
• Delete RMA if not needed

When it occurs: When you create an RMA but don’t generate the label immediately.

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🚚 IN-TRANSIT

Meaning: The customer has already shipped the package and it’s on the way to the warehouse.

Available actions:

• View tracking number to track the package
• Edit RMA details
• Generate label if not yet generated
• Download label if already generated
• Cancel return if needed

When it occurs: After generating the label and the customer ships the package.

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🔄 PROCESSING

Meaning: The package arrived at the warehouse and is being processed.

Available actions:

• Warehouse is inspecting the products
• Classifying items as Good or Hurt
• Adding products to inventory

When it occurs: When the warehouse marks that they received the package.

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✅ AS EXPECTED

Meaning: The return was completed successfully. Everything expected was received in good condition.

Result:

• All products were returned
• Quantities match what was expected
• Products added to inventory
• RMA can be archived

When it occurs: When the warehouse processes all items correctly.

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⚠️ DISCREPANCY

Meaning: There is a discrepancy between what was expected and what was received.

Possible reasons:

• Received quantities don’t match expected quantities
• Received products are not on the RMA list
• Product condition different from expected
• Incorrect SKUs

Available actions:

• Review discrepancy details
• Manually adjust quantities
• Mark as archived if resolved
• Contact customer if necessary

When it occurs: When the warehouse detects differences during processing.

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📦 INCOMPLETE

Meaning: The return is incomplete. Not all expected products were received.

Possible reasons:

• Customer only shipped some of the products
• Some products were lost in transit
• Customer changed their mind about returning some items

Available actions:

• See what’s missing
• Contact customer about missing items
• Mark as archived if considered complete

When it occurs: When the warehouse receives fewer products than expected.

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🎁 UNEXPECTED

Meaning: Products were received that were NOT in the original RMA.

Possible reasons:

• Customer sent wrong products
• Order confusion
• Products from another order

Available actions:

• Identify unexpected products
• Contact customer to clarify
• Decide whether to add to inventory or return

When it occurs: When the warehouse finds products not listed in the RMA.

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📥 Archived Returns

Archived statuses:

• AS EXPECTED ARCHIVED
• DISCREPANCY ARCHIVED
• INCOMPLETE ARCHIVED
• UNEXPECTED ARCHIVED

Meaning: The RMA was archived and no longer appears in the active list.

Location: View in Return Orders Archived

When it occurs: When you click “Archive” to move the RMA to history.

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Return Types (Request Type)

Simple_Return

Simple return where the customer only wants to return the product (usually for refund).

Flow: Customer returns → Inventory updated → End

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Return Order

Standard return initiated from a shipped order.

Flow: Customer returns → Inventory updated → End

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Exchange_on_Received

Exchange that is processed when the return is received.

Flow: Customer returns → Warehouse receives → Replacement product is sent

Benefit: The customer only receives the new product when they return the original.

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Exchange_Now

Immediate exchange where the replacement product is sent right away.

Flow: Replacement product is sent → Customer returns the original

Benefit: Customer receives the new product faster.

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Restocking

Restocking return, usually from dropshipping or sales channel.

Flow: Returned products are added to inventory

Use: To handle returns from channels like Amazon FBA or dropship.

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Return by Carrier

Return initiated because the carrier returned the package (incorrect address, customer didn’t receive, etc.).

Flow: Carrier returns → Warehouse receives → Inventory updated

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Understanding the Returns Table

The main table shows all active returns with the following columns:

RMA#

The unique ID of the RMA (Return Merchandise Authorization).

Example: 12345, 67890

Use: Click to view complete RMA details.

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Shipping#

The ID of the original order being returned.

Example: 54321

Use: Link to the original order to view history.

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Order#

The order number from the sales channel.

Example: 123-4567890-1234567 (Amazon), #1234 (Shopify)

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Reference#

The reference of the original order.

Example: CUST-REF-001

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Request Date

Date when the RMA was created.

Format: YYYY/MM/DD

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Status

Current status of the RMA (see Return Statuses section above).

Visual icon: Each status has a specific icon.

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Tracking#

Tracking number of the return package.

Use: To track where the package is.

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Request Type

Return type (Simple_Return, Exchange, etc.).

See: Return Types section above.

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Comment

Comments about the RMA added by the user or warehouse.

Example: Customer reported item defective, Missing 1 unit

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Search and Filters

The view includes advanced filters to find specific RMAs:

Search by RMA#

Search field: RMA#

Use: Enter the RMA ID to find it quickly.

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Filter by Status

Status dropdown

Options:

• All
• PENDING
• IN-TRANSIT
• PROCESSING
• AS EXPECTED
• DISCREPANCY
• INCOMPLETE
• UNEXPECTED

Use: Filter to see only RMAs in a specific status.

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Filter by Request Date

Date fields: from and to

Use: Filter RMAs created within a specific date range.

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General Search

General search field at the top.

Searches in:

• RMA#
• Shipping#
• Order#
• Reference#
• Tracking#
• Comments

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Available Actions on RMAs

Generate Shipping Label

When: RMA in PENDING or IN-TRANSIT

How: Click “Generate Label” button in the actions column

Result:

• Prepaid label generated
• Email sent to customer with label
• Changes to IN-TRANSIT (when carrier picks up)
• Download link appears for the label

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View RMA Details

How: Click the RMA# (ID) in the table

You’ll see:

• Customer information
• Products expected for return
• Products received (if already processed)
• Good/Hurt quantities
• Change history
• Comments
• Request type (Simple_Return, Exchange, etc.)

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Open/Edit RMA

When: RMA in PENDING or IN-TRANSIT

How: Click “Open” (for PENDING) or “Edit” (for IN-TRANSIT) button next to the RMA#

Use: To modify RMA details, add products, or update comments before processing.

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Archive

When: RMA completed or resolved

How: Click “Archive” in the actions column

Result: RMA moves to Return Orders Archived

Use: To keep the active list clean and organized.

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Cancel Return

When: RMA in PENDING or IN-TRANSIT

How: Click “Cancel” button in the actions column

Use: To cancel a return that is no longer needed.

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Bulk Actions

Available: Checkbox to select multiple RMAs

Actions:

• Archive: Archive multiple selected RMAs
• Cancel: Cancel multiple selected RMAs

Use: To process several RMAs at once.

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💡 Best Practices

Generate Labels Immediately

When you create an RMA, generate the label immediately so the customer can ship the package quickly.

Use Exchanges When Applicable

If the customer only wants another size or color, use Exchange_on_Received to save time and shipping costs.

Add Helpful Comments

Always add comments explaining why the RMA was created. It helps the warehouse and for future reference.

Review IN-TRANSIT RMAs Regularly

Monitor RMAs that have been in transit for a long time. If it’s been over 2 weeks, investigate with the carrier.

Archive Completed RMAs

Move completed RMAs to archived regularly to keep the active list clean and easy to review.

Use Filters to Prioritize

Filter by PROCESSING to see what’s ready for the warehouse, or DISCREPANCY to identify issues.

Troubleshooting

I Can’t Create an RMA from an Order

Problem: The “Initiate return” button doesn’t appear or is disabled.

Possible Causes:

1. The order is not in Shipped status: Only shipped orders can have returns
2. Insufficient permissions: Your user doesn’t have permissions to create RMAs
3. Order already has active RMA: You cannot create multiple RMAs for the same order

Solutions:

1. Check the order status: The order must be in Shipped
2. Contact administrator: To verify user permissions
3. Review existing RMAs: Search if an RMA already exists for that order

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The Label Wasn’t Generated

Problem: I click generate label but nothing happens or it gives an error.

Common Causes:

1. Missing shipping information: Incomplete customer address
2. Carrier not configured: No carrier configured for returns
3. Invalid carrier credentials: Expired or incorrect API keys

Solutions:

1. Verify customer address: Make sure the address is complete
2. Configure returns carrier: Contact administrator to configure carrier
3. Update credentials: Review carrier integration configuration

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RMA Has Been IN-TRANSIT for Too Long

Problem: The RMA has been in IN-TRANSIT for more than 2 weeks.

Causes:

1. Customer didn’t ship the package: Generated label but didn’t ship
2. Lost package: The carrier lost the package
3. Incorrect warehouse address: Package didn’t arrive at correct destination

Solutions:

1. Contact the customer: Ask if they already shipped the package
2. Track with carrier: Use tracking# to locate the package
3. Open case with carrier: If it’s lost, file a claim
4. Consider archiving: If the customer won’t ship, archive the RMA

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Discrepancy Cannot Be Resolved

Problem: The warehouse marked DISCREPANCY but it’s not clear what to do.

Causes:

1. Customer sent wrong products: Doesn’t match the RMA
2. Missing products: Customer only sent some
3. Different condition: Products more damaged than expected

Solutions:

1. Review RMA details: See exactly what was expected vs. what arrived
2. Contact the customer: Clarify the situation
3. Make a decision:
   • If acceptable: Mark as AS EXPECTED and archive
   • If something is missing: Mark as INCOMPLETE
   • If it’s a problem: Contact management for resolution
4. Document in comments: Add notes about the resolution

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Differences Between Active and Archived Returns

Aspect	Active Returns	Archived Returns
Statuses	PENDING, IN-TRANSIT, PROCESSING, DISCREPANCY, INCOMPLETE, UNEXPECTED	AS EXPECTED ARCHIVED, DISCREPANCY ARCHIVED, INCOMPLETE ARCHIVED, UNEXPECTED ARCHIVED
Actions	Can be processed, edited, archived, canceled	Read-only (usually)
Purpose	Work in progress	History and audit
Quantity	A few (current RMAs)	Thousands (all history)
Filters	By status, date, tracking	By dates, final status

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Related Pages

See Also:

• Processing Returns - How the warehouse processes returns
• Exchanges (RMA) - Exchange management
• Archived Returns - Return history
• Restocking - Restocking process
• Return Label Status - EZ Returns and labels

Related Flow:

1. Customer requests return ← You are here
2. RMA created ← You are here
3. Label generated ← You are here
4. Package in transit ← You are here
5. Warehouse processes → See Processing Returns
6. Inventory updated → See inventory documentation
7. RMA archived → See Archived Returns