ShipHero lets you create Return Merchandise Authorizations (RMAs) to track returns, process refunds or credits, and manage exchanges. This article walks you through creating a manual RMA via the desktop interface.
For exchange order instructions, see How to Create Exchange Orders in ShipHero. For return settings, see How to Set Up Returns.
Note for 3PLs: Child accounts can create RMAs, but for an RMA to be visible to the 3PL, the 3PL's warehouse must be selected during creation. Make sure child accounts are aware of this requirement.
Step-by-Step Instructions
- Open the Order Details page for the order you want to create a return for.
- Scroll to the Actions section and click Return Order. The return order page will appear.
- Select the checkbox next to the product(s) you want to return.
- Enter the Quantity to return, then select the Return Reason and Return Type from the dropdown menus.
- Optional: Add a Note for each line item. Notes appear in the Internal Notes column on the Returns > All Returns page and can be exported.
- Review the Customer Information section — this data is pulled from the original order.
- In the Return Options section, select the Return to Warehouse and choose whether to email the return label to the customer. By default, the label is sent to the customer's email address. Select "Do not email customer return label" to prevent this.
- In the Shipping Info section, adjust the Weight if needed, select the Return Label Type, and choose the Carrier and Method.
- Click Generate RMA.
How to Generate an RMA if Customer Data is Obscured
If customer data is hidden for an order (as shown below), contact the customer to obtain their information and fill in the required fields before generating the return label. The label will not generate without complete, unobscured data.