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Documentation Portal

Configuring and Managing Returns Reasons in the Portal

Overview

Use the Admin Dashboard home page and the Manage Returns page to monitor and process return and exchange requests (RMAs). The home page highlights what needs action, and Manage Returns is the main workspace for searching, filtering, reviewing, and completing RMA workflows.

Manage Your Returns shows your status counts and shortcuts, while Return Portal includes a link to your live Return portal.

Note

Your layout may differ depending on your settings.

Objectives

By the end of this guide, you will be able to:

  • Use the home page to jump to key return queues.

  • Search, sort, and filter RMAs by status in Manage Returns.

  • Review an RMA and complete common actions (approve, reject, cancel, reopen, receive, done).

  • Validate, restock, and refund/credit.

  • Export a returns data report and find RMAs that require attention.

Prerequisites

Access to the Admin Dashboard with permission to manage RMAs.

Understanding the Home Screen

The Home screen is divided into sections that classify returns at different status, each representing a stage in the return life cycle. These sections are located in the Manage Your Returns section. In addition, the Return Portal section on this page shows your Returns Portal URL, which you can add to your store or share with customers.

The following figure shows the Home screen:

HomeScreen.png

From here you can view:

  • Return requests that require your attention

  • Pending return requests to approve

  • Return shipments to be sent

  • Return shipments in transit

  • Received shipments to resolve

You can expand each group by clicking the one you want to expand. Each row corresponds to a group. Each group shows a number, indicating the amount of items on that page.

Clicking a group expands on a different page.

Managing Returns

In the Home screen description, we mentioned that you can view returns at different stages of the return life cycle. When you click one of the life cycle groups mentioned earlier, you can view the requests across the entire return life cycle.

To manage returns

  1. From the Home screen, click one of the following:

    • Return requests that require your attention

    • Pending return requests to approve

    • Return shipments to be sent

    • Return shipments in transit

    • Received shipments to resolve

  2. In the top row, click one of the following status filters:

    • All

    • Open RMAs

    • Pending requests

    • Approved requests

    • In transit

    • Shipment received

    • Done

    • Rejected requests

    • Canceled requests

    • Shipment rejected

    • Require attention

Important

RMAs that require attention pause processing until you resolve the issue. Hovering over an RMA number that requires attention shows a prompt providing the reason that it requires attention.

Searching for an RMA

To search for an RMA

  1. Navigate to Returns & Exchanges > Manage Returns.

  2. In the Search RMA or order number text field, type an RMA number, order number, or customer ID.

  3. Optional:

    • Disable Exact match to search by partial number.

    • Enable Exact match to search by full number only.

  4. Click the search Search.png button.

Sorting and Filtering RMAs

To configure the Date column

  1. Navigate to Returns & Exchanges > Manage Returns.

  2. Click SETTINGS.

  3. From the Date Column menu, select one:

    • RMA created

    • Shipment delivered

    • Shipment in-transit

  4. Click SAVE.

  5. Filter RMAs using any of the following:

    • Date Created (Select a start and end date, and click Apply to apply your date range)

    • Resolutions (exchange, return resolutions, other)

    • Return reason

    • Resolutions (exchange, return resolutions, other)

    • Reserved Item Expiration (All / By Date Range / By Days Remaining / Expired Reservations), requires item reservation

    • Refund/Payment Status (All / Not Refunded / Not Paid / Paid / Expiring/Expired Payments)

  6. Click APPLY.

Viewing RMA Details

To view RMA details

  1. Search for an RMA.

  2. From the search results, click an RMA number.

From here you can view:

  • RMA summary and order summary

  • Customer information

  • Original items and new items (if applicable)

  • Shipments and draft orders

  • Timeline

  • Bottom action bar (actions change by status)

Approving a Return Request

To approve a return request

  1. Open the relevant RMA.

  2. Review the request details.

  3. Click APPROVE in the bottom action bar.

Rejecting a Return Request

To reject a return request

  1. Open the relevant RMA.

  2. Click REJECT.

  3. Enter a rejection reason.

  4. Click SUBMIT.

Canceling an RMA

To cancel an RMA

  1. Open the relevant RMA.

  2. Click CANCEL.

  3. Confirm the cancellation.

Reopening a Canceled RMA

To reopen a canceled RMA

  1. Open the canceled RMA.

  2. Click REOPEN.

Issuing a Refund or Credit

To issue a refund or credit

  1. Open the relevant RMA.

  2. Click REFUND/CREDIT.

  3. Review the refund calculator.

  4. Click APPLY.

  5. Select the refund method.

  6. Click SUBMIT.

Exporting a Returns Data Report

To export a returns data report

  1. Navigate to Returns & Exchanges > Manage Returns.

  2. Click EXPORT.

  3. Select the desired export format and filters.

  4. Click DOWNLOAD.