My returns
Filtering customer returns, approving or rejecting by reason on a unit basis, and reviewing return package details.
The My returns screen is where you track packages returned by customers of your products and decide whether to accept the return. As a vendor, you review the status of each returned unit, approve it, or reject it with a reason. The list shows only return packages belonging to your own store. The screen uses the same layout as the My orders screen; this document explains the return-specific differences in detail.
Accessing the screen
Open the Vendor Panel › Orders › My returns menu. You can also get there by clicking the Pending returns row in the To do list on the Overview page. If you do not see the menu, your account does not have permission for this screen.
Screen sections
- Title: My returns with the subtitle "Customer returns: approve or reject those awaiting decision."
- Status tabs: All and tabs for return statuses with counters; each tab shows the number of packages. Clicking a tab filters the list immediately.
- Filter area: Order number and selected detailed filters.
- List toolbar: Per page, result count, Export (download icon), sorting, refresh, and Columns.
- List: Each row is a return package.
The numbers in the tabs represent return packages from the last 30 days and are not affected by filters. The list is filtered additionally by your filters; therefore, the tab count and the number of records in the list may differ.
Filtering and searching
Order number is always visible. Other fields can be toggled via the Detailed filters button; initially, Date range, Decision, and Customer first name are open. Filters apply when you press Filter (or Enter). Clear removes all values.
| Field | Purpose | Tip |
|---|---|---|
| Order number | Finds returns by order number. | Date filter is ignored when searching by number. |
| Date range | Filters by selecting start and end dates. | Expand the range if no results. |
| Status | Filters by return package status: Returned, Partial return, Return requested, Return denied. | Same filter as status tabs. Selecting All removes the filter. |
| Customer first name | Filters by the customer who made the return. | |
| Pack | Searches by package number. | Date filter is ignored when searching by number. |
| Barcode | Finds returns containing a specific barcode. | |
| Carrier code | Filters by return carrier code. | |
| Product name | Finds returns containing a specific product. | Tooltip says Exact product name: enter the full name. |
| Return code (RMA) | Searches by the RMA code assigned to the return. | |
| Decision | Filters by your decision: Approved or Rejected. | Selecting All removes the filter. |
| Overdue | Shows returns marked as overdue (Yes) or others (No). |
List
Shows 25, 50, or 100 records per page. Sorting options include Return date, Order date, and Order no; arrow button toggles direction. Sorting changes apply with Filter.
| Column | Meaning |
|---|---|
| Order number | The order number (click opens package page); below it, order date and customer first name. Cannot be hidden. |
| Return date | Date of the return package. |
| Status | Return package status badge and decision badge: Awaiting decision (yellow), Approved (green), or Rejected (red). Package number shown below. |
| Items | Images of the first three items, quantity, name, and stock code of the first item; if multiple items, shows "+N items". |
| Qty | Total quantity in the return package. |
| Total | Discounted amount; if list price is higher, it is shown struck through. |
| Carrier | Return carrier company and tracking number. If no tracking number, shows "RMA …" with the return code. |
| Return reason | Reason for return specified by the customer. |
The eye icon (Detail) on the right opens the package page. For returns awaiting decision, a three-dot menu (Actions) is also available. This menu is hidden for returns with decisions or if you lack permission to act on the order.
Actions
Decide on return
Used to accept or reject products returned by the customer. Decisions are made per unit: two units of the same product appear as two separate rows and can be approved or rejected individually.
- From the three-dot menu of a return awaiting decision, select Decide on return. If on the package page, press the Decide on return button in the header.
- If the customer provided a reason, it appears at the top as "Customer's reason: …".
- Each unit in the package is listed with Approve / Reject options. All default to Approve.
- For any unit you do not accept, select Reject. Two fields appear below:
- Select a rejection reason from the Select a reason dropdown (mandatory).
- Optionally enter a note in the Description (optional) field.
- Press the send button at the bottom. The button text changes according to your selection: Approve all (3), Reject all (3), or "2 approve, 1 reject".
You cannot save without selecting a rejection reason for each rejected unit. While processing, the button shows Saving…. On success, a Return decision saved notification appears, the window closes, the list refreshes, and the decision badge updates. If rejected, the window stays open and the error appears in a red box. Cancel closes the window without saving.
You cannot change the decision from this screen after submission: the Actions menu and Decide on return button disappear for returns with decisions.
The window sends decisions for all units in the package; no unit remains pending. Check each row before sending.
If no rejection reasons are defined, a No reasons defined warning appears and rejection cannot be submitted; contact your administrator.
Exporting
The download icon (Export) in the toolbar immediately downloads a CSV file of return packages matching your applied filters and selected status tab. The file includes columns for order number, package, order date, return date, status, customer, items, quantity, total, carrier, tracking number (or RMA code if none), and return reason. Up to 1,000 packages are exported; if exceeded, a warning "First 1000 packages exported; narrow filters for more." appears.
The Update from Excel button from the My orders screen is not available here.
Statuses
A return package has two pieces of information: the package status and your decision.
| Status (on screen) | Meaning | Next step |
|---|---|---|
| Return requested | Customer has created a return request. | If awaiting decision, use Decide on return. |
| Returned | Return completed. | No action needed. |
| Partial return | Part of the package was returned. Filtered as Partial return, but the badge and status tab show raw code PartialReturn. |
Check unit statuses in the Items tab on the package page. |
| Return denied | Return request was denied. | No action needed. |
| Decision badge | Meaning |
|---|---|
| Awaiting decision | You have not decided yet. Decide on return appears in the Actions menu. |
| Approved | You accepted the return. |
| Rejected | You rejected the return. |
Detail / edit page
Clicking the order number or eye icon opens the return package page. The page structure is the same as described in the My orders document; return-specific differences are:
- The back link in the header says Back to returns.
- The header shows the package status badge alongside the decision badge. If awaiting decision, the Decide on return button is present. Shipping, cancellation, and label actions are not available on return packages.
- Summary cards show Return date instead of Due.
- The Items tab shows each unit's status badge (Live, Cancelled, Refunded, Cancel requested, Return requested), "Return reason: …", and for rejected units, "Rejection: …" in red. Files attached to units appear as links opening in a new tab.
- The Shipping & history tab's Carrier card includes Return code (RMA) and Return reason if available.
- The Notes tab lets you keep internal notes about the return (Title and Note are mandatory, saved with Add note).
Common situations
- "No packages with these filters" message. Expand the date range or clear filters with Clear. To find a specific return, search by order number, package number, or RMA code.
- Actions menu not visible. The return already has a decision or you lack permission on the order. Check the decision badge.
- Send button disabled in decision window. At least one rejected unit lacks a rejection reason.
- How to find returns awaiting decision? The Decision filter includes only Approved and Rejected; awaiting decisions cannot be filtered. Look for rows with the Awaiting decision badge. The number of pending returns is shown by the Pending returns counter on the Overview page.
- "My returns are exclusive to vendor accounts" message. Your account is not linked to a vendor. Log in with a vendor account.
- Need to create a return request for a customer. You cannot create new returns here. Use the Create return request action on the relevant package in the My orders screen.