Returns

Returns in the customer portal allows you to initiate, track, and manage product returns and exchanges.

Overview

Returns enable you to:

• Request product returns
• Track return status
• Print return labels
• Monitor refund processing
• Request exchanges
• View return history

Accessing Returns

Navigate to Returns from the portal main menu.

Return List

Viewing Returns

Returns

Filter: [All Returns ▼] [Status ▼] [Date Range ▼]

┌────────────────────────────────────────────────────────────────┐
│ RMA Number  │ Order       │ Date      │ Items │ Status         │
├────────────────────────────────────────────────────────────────┤
│ RMA-2026-045│ SO-2026-0012│ Jan 20    │ 2     │ Approved       │
│ RMA-2026-038│ SO-2026-0008│ Jan 15    │ 1     │ In Transit     │
│ RMA-2026-032│ SO-2026-0005│ Jan 10    │ 3     │ Received       │
│ RMA-2026-025│ SO-2025-0198│ Jan 5     │ 1     │ Refund Issued  │
│ RMA-2025-189│ SO-2025-0156│ Dec 18    │ 2     │ Completed      │
└────────────────────────────────────────────────────────────────┘

Showing 1-5 of 12 returns

Return Status

Status	Description
Requested	Return submitted
Pending Review	Under evaluation
Approved	Return authorized
Rejected	Return denied
In Transit	Package returning
Received	Items received
Inspecting	Quality check
Refund Issued	Credit processed
Completed	Return closed

Initiating Returns

Start Return Request

1. Go to My Orders
2. Select order with items to return
3. Click Request Return
4. Select items and quantities
5. Choose return reason
6. Submit request

Return Request Form

Request Return

Order: SO-2026-0012
Order Date: January 10, 2026

Select Items to Return:
┌────────────────────────────────────────────────────────────┐
│ [x] │ Widget Pro       │ WDG-PRO-001 │ Qty: [2] of 25   │
│ [x] │ Gadget Plus      │ GDG-PLS-001 │ Qty: [1] of 10   │
│ [ ] │ Cable Kit        │ CBL-KIT-001 │ Available: 50    │
└────────────────────────────────────────────────────────────┘

Return Reason:
○ Defective/Not Working
○ Wrong Item Received
○ Damaged in Shipping
○ Not as Described
○ No Longer Needed
○ Other

Detailed Reason:
[                                                           ]
[                                                           ]

Preferred Resolution:
○ Refund to original payment
○ Store credit
○ Exchange for same item
○ Exchange for different item

[Cancel] [Submit Return Request]

Return Reasons

Reason	Description
Defective	Product not working
Wrong Item	Incorrect item sent
Damaged	Shipping damage
Not as Described	Differs from listing
No Longer Needed	Changed mind
Other	Specify in notes

Return Details

Viewing Return Details

Return: RMA-2026-045

Return Information:
├─ RMA Number: RMA-2026-045
├─ Request Date: January 20, 2026
├─ Order: SO-2026-0012
├─ Status: Approved
└─ Resolution: Refund

Items Being Returned:
┌────────────────────────────────────────────────────────────┐
│ Product          │ SKU         │ Qty │ Price   │ Subtotal │
├────────────────────────────────────────────────────────────┤
│ Widget Pro       │ WDG-PRO-001 │ 2   │ $79.99  │ $159.98  │
│ Gadget Plus      │ GDG-PLS-001 │ 1   │ $129.99 │ $129.99  │
├────────────────────────────────────────────────────────────┤
│ Total Return Value:                          │ $289.97    │
└────────────────────────────────────────────────────────────┘

Return Reason: Defective/Not Working
Notes: Both Widget Pro units stopped working after 2 weeks.
       Gadget Plus has display issues.

[Print Return Label] [View Return Instructions]

Return Shipping

Getting Return Label

Return Shipping Label

RMA: RMA-2026-045

Return Address:
Company Returns Center
456 Returns Processing Way
Columbus, OH 43215

Shipping Options:
○ Print Prepaid Label (Free - UPS Ground)
○ Use Own Shipping (Send tracking number)

Prepaid Label Includes:
├─ Return shipping covered
├─ Tracking provided
├─ Insurance included
└─ Pickup available

[Print Label] [Schedule Pickup]

Return Instructions

Return Instructions

RMA: RMA-2026-045

Important Steps:

1. Package Items Securely
   ├─ Use original packaging if available
   ├─ Include all accessories
   ├─ Protect items from damage
   └─ Include RMA paperwork

2. Attach Return Label
   ├─ Print prepaid label
   ├─ Attach to outside of box
   ├─ Cover old shipping labels
   └─ Keep tracking number

3. Ship Package
   ├─ Drop at UPS location
   ├─ Or schedule pickup
   └─ Keep drop-off receipt

4. Track Your Return
   ├─ Use tracking number
   ├─ Monitor status in portal
   └─ Expect updates via email

Return By: February 4, 2026 (15 days remaining)

[Print Instructions] [Print Packing Slip]

Return Timeline

Tracking Return Progress

Return Timeline: RMA-2026-038

Jan 22, 2:30 PM │ Received at Warehouse
               │ Package received and logged
               │ Inspection to begin within 24 hours
───────────────┼──────────────────────────────────────
Jan 20, 4:15 PM│ In Transit
               │ Package in transit to returns center
               │ Tracking: 1Z999AA10123456784
───────────────┼──────────────────────────────────────
Jan 18, 10:00 AM│ Shipped
               │ Return package shipped via UPS
───────────────┼──────────────────────────────────────
Jan 16, 3:45 PM│ Return Approved
               │ RMA issued, return label available
───────────────┼──────────────────────────────────────
Jan 15, 9:00 AM│ Return Requested
               │ Return request submitted

Refund Processing

Refund Options

Option	Description
Original Payment	Credit to payment method
Store Credit	Credit note issued
Exchange	Replacement item sent

Refund Status

Refund Status: RMA-2026-025

Return Status: Refund Issued

Refund Details:
├─ Refund Amount: $159.98
├─ Refund Method: Original Credit Card ****1234
├─ Processing Date: January 8, 2026
├─ Reference: REF-2026-0025
└─ Expected in Account: 3-5 business days

Refund Breakdown:
┌────────────────────────────────────────────────────────────┐
│ Item                                          │ Amount    │
├────────────────────────────────────────────────────────────┤
│ Widget Pro (2x $79.99)                        │ $159.98   │
│ Tax Refund                                    │ $13.60    │
│ Less: Restocking Fee (5%)                     │ -$8.00    │
├────────────────────────────────────────────────────────────┤
│ Total Refund:                                 │ $165.58   │
└────────────────────────────────────────────────────────────┘

Exchanges

Requesting Exchange

Exchange Request

RMA: RMA-2026-045
Original Item: Widget Pro (WDG-PRO-001)
Quantity: 2

Exchange For:

○ Same Item (Widget Pro)
  Ship replacement immediately

○ Different Item
  Select from catalog:

  [Search products...]

  Selected: Widget Pro Max (WDG-MAX-001)
  Price: $99.99/unit

  Price Difference: +$39.98

  [ ] Pay difference now
  [ ] Invoice difference

[Cancel] [Request Exchange]

Exchange Status

Status	Description
Pending Return	Waiting for original items
Items Received	Original items returned
Processing	Exchange being prepared
Shipped	Replacement sent
Completed	Exchange finished

Return Policies

General Policy

Return Policy Summary

Standard Returns:
├─ Return Window: 30 days from delivery
├─ Condition: Unused, original packaging
├─ Restocking Fee: 0-15% depending on condition
└─ Shipping: Prepaid label provided

Non-Returnable Items:
├─ Custom/personalized items
├─ Hazardous materials
├─ Clearance items (final sale)
└─ Software (if opened)

Exceptions:
├─ Defective items: Extended window
├─ Wrong items: Free return shipping
└─ Damaged in shipping: Full refund

Filtering Returns

Filter Options

Filter	Options
Status	All, Open, Closed
Type	Return, Exchange
Date Range	Custom, This month
Order	By order number

Searching

• Search by RMA number
• Search by order number
• Search by product
• Search by date

Return Notifications

Email Alerts

Event	Notification
Request Received	Confirmation email
Approved/Rejected	Decision notification
Package Received	Receipt confirmation
Refund Processed	Refund notification

Best Practices

Initiating Returns

• Return within policy window
• Keep original packaging
• Document any issues
• Include all accessories

Shipping Returns

• Use prepaid labels when available
• Package items securely
• Keep tracking information
• Ship promptly

Documentation

• Photograph damaged items
• Save all communications
• Keep receipts and labels
• Note reference numbers

Troubleshooting

Common Issues

Return request rejected

• Review rejection reason
• Check return window
• Verify item condition
• Contact customer service

Label not printing

• Check printer settings
• Try different browser
• Download PDF version
• Request email copy

Refund not received

• Check processing time
• Verify payment method
• Review bank statement
• Contact support

Tracking not updating

• Allow carrier processing time
• Verify correct tracking number
• Check carrier website
• Contact support

Related Documentation

Learn about Credit Notes to view credits issued from your returns.