This comprehensive guide covers creating, configuring, and using returns in your OMS account. We'll cover everything from setup to additional configurations or settings.
Introduction
Returns in Shipedge let you control what happens when a customer returns an item for any reason. Shipedge offers 4 types of returns:
Simple Return: The basic return so your customer can return the items to the desired address. For more details, refer to the Simple Return section described below.
Exchange on Received: Use this to send a new item as soon as the return has arrived. For more details, refer to the Exchange on received section described below.
Exchange Now: Use this to send a new item without waiting for the return to arrive. For more details, refer to the Exchange now section described below.
Dropship Return: Use this so your customer can return items even if they were not sent by your warehouse team or using the system. For more details, refer to the Dropship return guide.
Returns View
We will explain how to create different return types. Before that, let’s take a look at the options available on the returns page. You can access returns from your OMS ⇾ Returns. We will divide this into three sections.
View Submenu
These are the available actions in the submenu of the returns view.
Returns Orders Archive: Redirects you to a page with a list of all past return orders that have been archived. You can archive any return from the return details or via the quick actions available on the page. Only processed returns can be archived.
Exchanges: Takes you to the exchanges page.
Shipped Orders: Takes you to the orders page and automatically filters all shipped orders.
Dropship Return: Lets you create a Dropship Return order. For more details, refer to the Dropship return guide.
Upload Dropship Returns: Allows you to create dropship returns in bulk by uploading a File. For more details, refer to the Dropship return guide.
Ez returns
Return Statuses
There are several statuses when a return is created. We will explain each one of them in detail:
When the return was received by your warehouse team, it included all the expected items, with the correct quantity and condition.
Unexpected: When the return was not expected and was suddenly returned, either by the customer or the carrier. In such cases, your warehouse team creates these returns.
Discrepancy: Indicates that the return was received with missing or extra items, or with items in different conditions than expected. For example, damaged SKUs might be received when SKUs in good condition were expected.
In Transit: When the return has been successfully created in the system. This is the default status of a return when its creation process has been correctly completed.
Processing: Once the warehouse team has started the receiving process, meaning they have confirmed receipt of one or all SKUs.
Incomplete Pending Your Submit: When you begin creating a return but leave it incomplete. You can easily continue the process by reopening the return and completing the missing steps.
In Transit Past 90 Days: This status tracks all returns that have been in transit for 90 days or more, based on the requested date.
Quick Actions
In the table shown at the bottom of the page, you'll see all your current returns. Click on the RMA number to access the return details.
From this view, you can also perform quick actions, such as canceling the return, editing it, or generating a return label.
Creating Returns or Exchanges
The initial steps for creating a return or an exchange are the same. Please note that both can only be initiated from a shipped order.
1. First step: Go to the OMS -> Orders, and look at the order you'll work with. Click on the shipping# to access the order view:
2. Second step: Click on the Initiate return option shown at the top of the page:
3. Third step: You'll be taken to the next view. Here, you have to choose which SKUs will be part of the return and specify their condition (e.g., good or hurt).
Available Fields:
Qty: Enter the quantity to be returned.
Add Good: After entering the quantity, indicate if items are in good condition.
Add Hurt: After entering the quantity, indicate if items are damaged.
Note: Good and Hurt quantities cannot be added at the same time for the same SKU. You will need to repeat the process as many times as necessary to input the desired quantities and their conditions.
Undo: Remove one or several SKUs from the return by selecting the SKUs and clicking Undo.
Continue: Click here when you have finished configuring your SKUs, to be taken to the next step.
Cancel: Cancel the return, this will delete the return, this action cannot be undone. Only Incomplete and in-transit returns can be canceled.
4. Fourth step, return, or exchange: In this view, a summary of the return order will be displayed, allowing you to add comments, generate a return label, configure the weight of the return (Calculated using the SKUs’ weight + the packaging weight, typically rounded up.), or enter a tracking #.
Then, decide if this is going to be a return or an exchange:
You can create this as either a simple return or an exchange. Workflows are described in detail below.
Simple return
A simple return is the simplest type of return. To create one, click on the Simple Return button, you'll be redirected to the following view where you can generate a return label. If a label was generated previously, the download option will be available.
The next steps to process this return must be taken by your warehouse team.
Exchange on received
When selecting Exchange on Received, the system will create a new order after your warehouse team receives the return.
1. First step: Click Exchange on Received. You'll be redirected to a page to enter the new order details.
Note about Shipping Method Code: If you select No, the shipping method code will need to be configured later as an additional step; however, you’ll only be able to choose the PICK method or a Shipping method with available rates.
2. Second step: Select which SKUs will be part of this new order, and click Continue when you are done.
You can only add SKUs or Synsets; other types of products are not supported at the moment.
3. Third step: Verify that all the information in the new order is correct. You can add comments for the warehouse team or add attachments. Click on Confirm Submit to finish the creation process:
The next steps to process this return must be taken by your warehouse team.
4. Fourth Step: Manage the Newly Created Order. Once the creation process is complete, you'll be redirected to the Exchange view (OMS → Returns → Exchanges).
The newly created order will not be available for shipping and will not appear in the Orders section until you release it from the Exchange view. To release the order, click Send Now.
Exchange now
When selecting Exchange Now, the system immediately creates a new order. This order will be available for shipment, depending on the availability of the SKUs in the new order.
The process follows the same steps as Exchange on Received, except for the fourth step; in this case, there is no need to release the created order, as it is automatically ready for shipping.
4. Troubleshooting
Having issues working with returns?
Check out our FAQ - OMS : Returns and Exchanges to find answers to common issues you may be experiencing!