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How to Process Returns and RMAs

Updated

Create return authorizations (RMAs), process return receipts, issue refunds, and restock inventory. Returns can be linked to specific orders or created independently for any customer.

📋 Creating Returns from Existing Orders

When to Use Order-Linked Returns

Create returns from existing orders when:

  • Customer received items and wants to return specific products
  • Return needs to reference original order details
  • You need tracking of which order items are being returned

Create Return Authorization from Order

1Navigate to Orders → Search Orders

2Filter and locate the shipped order

3Click the order number to open View Sales Order

4Click Authorize Return button

5Confirm when prompted

Complete Return Authorization Form

The New Return Authorization screen displays with order details pre-filled:

1Select a Return Reason in the drop down (required field)

2Select items to return from the order (quantities can be partial)

3Choose Payment option:

  • Refund to Original Payment: Credit back to customer's original payment method
  • Store Credit: Add amount to customer account balance
  • Exchange: Replace with different items

4Select Shipping Option for return label generation (if applicable)

5Click Create Return Authorization

What You'll See: Return authorization is created and accessible from the order's Transactions (R) tab. The RMA number is generated automatically.
📦 Creating Standalone Returns

When to Use Standalone Returns

Create returns not linked to specific orders when:

  • Customer routinely purchases and returns items in bulk
  • Return includes items from multiple different orders
  • Customer sends back monthly shipment of unused items
  • Return doesn't correspond to a specific order in system

Create from Return Authorizations Menu

1Navigate to Orders → Create New Customer Return

2Select the customer record from the customer list

3Select Return Reason and any items from the product catalog

4Choose payment and shipping options

5Click Create Return Authorization

Create from Customer Record

1Navigate to Customers → Search Customers

2Select the customer record

3Click Return History tab

4Click Create New Return

Key Difference: Standalone returns can include any items from your product catalog, not just items from a specific order.
🏷️ Generating Return Shipping Labels

Create Return Label for Customer

1Navigate to Orders → Search Customer Returns

2Locate the return authorization

3Click Generate Return Label

4Choose label type:

  • Manual: Enter tracking number from third-party label
  • Integrated Shipping: Generate label through carrier integration

5Complete shipping label details (carrier, service level, package info)

Send Label to Customer

1After label creation, navigate to CRM Email Customer

2Attach the return shipping label PDF

3Include return instructions and RMA number

4Send email to customer

Customer prints the label and affixes it to their return package.

✅ Processing Return Receipts

Receive Returned Items

Once customer's return package arrives at your warehouse:

1Navigate to Orders → Return Receipt Lists

2Locate the return authorization

3Click Receive Return (top or bottom of screen)

4Select the SKUs and quantities actually received in the package

5Click Save Changes

What Happens: Selected quantities are added back to the target warehouse inventory. If all items from the return are received, the return status changes to Fully Received.

Partial Return Receipt

If customer only returns some of the authorized items:

  • Enter only the quantities actually received
  • Return remains open until all authorized items are received or return is closed
  • You can process multiple receipt entries for the same return

Editing or Deleting Return Receipts

1Navigate to Orders → Return Receipts List

2Locate the return receipt

3Use Edit Return Receipt or Delete Return Receipt buttons as needed

💳 Processing Refunds and Credits

Refund Payment Options

When creating the return authorization, select the appropriate payment method:

Refund to Original Payment Method:

  • Credit is issued back to customer's original credit card or payment method
  • Refund processes through your payment gateway
  • Customer sees credit in 3-5 business days

Store Credit:

  • Amount added to customer's account balance
  • Customer can use credit for future purchases
  • Credit appears in customer account immediately
  • Useful for exchanges or encouraging repeat business

Exchange:

  • Customer returns items and receives replacement products
  • No refund issued if exchange value matches
  • Price difference handled as credit or additional charge

Partial Refunds and Restocking Fees

To issue partial refunds or deduct restocking fees:

  • Adjust the refund amount when creating the return authorization
  • Enter custom refund amount based on item condition
  • Include notes explaining refund calculation for customer
⚠️ Troubleshooting

Authorize Return Button Not Visible

Cause: Order status is not Shipped

Solution: Return authorizations can only be created for shipped orders. Verify order has Shipped or Partially Shipped status.

Cannot Find Return Authorization

Cause: Return was created from customer record, not from order

Solution: Check Orders Return Authorizations Search or customer's Return History tab.

Inventory Not Restocking

Cause: Return receipt not processed

Solution: Use Receive Return button to process return receipt and add items back to inventory.

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