ShipHero allows you to create Return Merchandise Authorizations (RMAs) in the platform to be able to track merchandise that is returned to your warehouse from a customer order. This allows you to receive merchadise back into the syste, accurately calculate credits/refunds owed back to the customer and process exchanges where applicable. More information on creating an Exchange order in ShipHero can be found HERE.
This article will walk you through the steps of creating a manual return (RMA) in ShipHero via the desktop interface. For more information on return settings please visit our article, How to Set Up Returns.
Note for 3PLs: Child accounts can create RMAs. However, for an RMA to be visible to the 3PL, the 3PL's warehouse needs to be selected when creating it. Please make sure any child accounts are aware of this.
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. A new page will then appear, displaying the return order.
- Select the checkbox next to the product(s) you wish to return.
- Input the Quantity to return, select the Return Reason and the Return Type from their respective dropdown menus.
- Optional: Add a Note for each line item on the return. The note will appear on the Returns > All Returns page in the Internal Notes column, which 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 or not to email the customer the return label.
- NOTE: By default, the return label is emailed to the customer email address from the customer info section. You can choose "Do not email customer return label" if you don't want it to automatically send.
- Review the Shipping Info section.
- Adjust the Weight if applicable and select the Return Label Type.
- Choose the Shipping Carrier and Method for the return label.
- Click Generate RMA.
How to Generate RMA if Customer Data is Obscured
As the screenshot below shows, the customer data is hidden for this particular order. Before trying to generate the return label, be sure to reach out to the customer to get their information and fill in these fields. Without the actual, unobscured data, the return label will not generate.