Complete Guide to RMA Filters and Categories
Plans: All plans Platforms: All platforms
Find the complete list of filters along with their definitions and how each can be used in combination with another to drill down RMA data tailored to your specific needs.
Here is the list of filters from timeline, return request, return reason, and return item that you can use to filter your returns data based on specific business requirements.
The filters are divided into five categories.
This category includes filters related to time-based events in the return process. It helps in tracking the progress of a return request.
Request date–You can set a date range or enter specific start and end dates to filter requests submitted within that period. You can also view return requests from yesterday up to the past 365 days.
Order date – You can set a date range or enter specific start and end dates to filter RMAs based on orders created within that period. Additionally, you can view return requests based on order creation date from yesterday up to the past 365 days.
Shipping update date – You can set a date range or enter specific start and end dates to filter RMAs based on the last time their shipping status was updated. You can view return requests based on their most recent shipping status update, covering a timeframe from yesterday up to the past 365 days.
Received date – You can set a date range or enter specific start and end dates to filter RMAs based on when the returned item was received. This allows you to view return requests within a timeframe from yesterday up to the past 365 days.
This category tracks the status and details of a return request.
RMA status – The status of the Return Merchandise Authorization (RMA), which determines if a return request is pending, approved, resolved, expired, experienced exception or rejected.
Outcome – The return outcome opted for the return request by the customer.
Upsell: The customer has opted for an expensive product in exchange for the product they are returning.
Exchange: The customer has opted for an exchange instead of a return.
Refund: The customer has either opted for a cheaper product in exchange for the product they are returning and opted to get the excess amount refunded to the original payment method or has decided to return the product and opted for a refund to the original payment method.
Store credit: The customer has opted for a cheaper product in exchange for the product they are returning and opted to get the excess amount refunded in the form of store credits or has decided to return the product and opted for a refund to store credit.
Shipping status: The current shipping status of the return shipment.
There are two additional statuses exclusively for customers using Drop off at Happy Returns® locations return shipping method
Refund status – The refund status of the return request. You can filter RMA based on the following refund statuses.
Refunded –The return item is received by the seller and the refund is processed by the merchant.
Pending refund – The return process is still in progress and the refund is yet to be initiated.
Country/region – The location where the return request was made, useful for regional return policies and logistics.
Return method – How the customer wants to return the item.
Ship with a returns label
Return to a retail store
Ship with the carrier customers choose
Green returns
RMA source – The platform or system where the return was initiated, such as an online store or API.
This category captures the reason why a customer is returning an item and filter data based on it.
Return reason – The reason the customer selected for returning the item, such as wrong item received, faulty defective, or not as described. You can filter RMA data based on the return reasons and sub-reasons configured in your AfterShip Returns admin. These are the reasons that are visible to your customers when they initiate a return.
Comments – Additional notes from the customer explaining the reason for the return.
Images uploaded by customer – Photos provided by the customer to support the return claim, such as pictures of damage or defects.
This category relates to the condition and value of the returned item.
Item tag – A special identifier assigned to the return request for tracking and categorization.
Item tags are special identifiers assigned to RMAs to make returns management easier. You can define these tags on the particular attributes of the returned product, product condition, or the nature of the return.
Once you select Item tags as the filter to refine returns data, a sub-filter to configure the logic will display below the search bar.
Click on the sub-filter to select the logic.
Select Item tag is any of if you want the returns data to only show the RMAs labelled with the selected tags.
Select Item tag is none of if you want the returns data to only show the RMAs not labelled with the selected tags.
Select the tag(s) from the existing tags associated with your return requests. As soon as you select tags, your returns data will refresh automatically to show the associated RMAs.
You can create up to 50 tags in AfterShip Returns and assign the tags to individual items in the same RMA.
Click the settings icon.
To create new tags on the Manage items tag popup
- Type the tag name on the tag search bar and press enter.
- Type the tag name on the search bar and click + Create.
Tags can be renamed and deleted.
On the RMA detail page
Tags can be added to return items on the RMA detail page by clicking the + Add tags or images option given below each returned item
Item tags can be created, edited, and directly applied to the items from the popup window
Only 3 tags can be applied to each returned item.
Item grade – You can filter return requests based on the grades given to the returned items. Learn more.
Item inspection images – Photos taken during the inspection process to verify the condition of the item.
Return quantity – The number of units returned by the customer.
Return value – The monetary value of the returned items, which is important for refund calculations. The return value is determined based on the return outcome selected by customers. Here are a few examples of the return value based on the return outcome.
Scenario 1: Outcome: Upsell + Exchange, Upsell/Refund Value: $20
The customer exchanges an item (e.g., swaps a small-sized shirt for a medium).
During the exchange process, the customer upgrades to a more expensive product. The medium-sized shirt is priced higher than the small-sized shirt (upsell).
No refund is needed because the customer has spent an extra $20.
The merchant earns $20 more and ships the new exchange item.
Scenario 2: Outcome: Exchange + Store Credit/Refund, Upsell/Refund Value: - $20
The customer exchanges an item (e.g., swaps a jacket for a different size).
However, the exchanged item’s value is lower than the original, so the merchant refunds the $20 difference or provides store credit based on customer's chosen refund method.
The merchant loses $20 but still ships the exchange item.
This category covers special cases and additional return scenarios.
Gift returns – Indicates if the return is for a gifted item (typically affects refund eligibility).
Bundles – Specifies if the return includes bundled products (e.g., returning part of a combo deal).
Instant exchange – Whether the customer opted for an instant exchange, where a replacement is sent before the original item is returned.
Exception – Captures any special cases or exceptions, such as policy overrides or manual approvals. You can filter exception RMAs based on specific exception types.
Exchange failed: Failed to create an exchange order
Label generation failed: Failed to generate a return label
Restock failed: Failed to restock the returned items
Refund failed: Failed to refund the return request
Charge failed: Failed to charge customer in exchange for other items
Request flagged for review: RMA manually flagged by the merchant for further inspection
Let's take the example of the return Outcome filter.
Click Add filters option.
Select Outcome under Return request category.
Upon selecting the Outcome filter, a sub-filter to further define the selected filter will display below the search bar.
Click on the sub-filter to select the logic.
a. Select Return outcome is any of to include RMAs that match one or more selected return outcomes.
b. Select Return reason is none of to exclude RMAs with specific return outcomes.
Select the exact return outcome to filter out the RMA data based on the defined outcome(s).
Click Apply.
Overview
Find the complete list of filters along with their definitions and how each can be used in combination with another to drill down RMA data tailored to your specific needs.
Supported filters
Here is the list of filters from timeline, return request, return reason, and return item that you can use to filter your returns data based on specific business requirements.
The filters are divided into five categories.
1. TIMELINE
This category includes filters related to time-based events in the return process. It helps in tracking the progress of a return request.
Request date–You can set a date range or enter specific start and end dates to filter requests submitted within that period. You can also view return requests from yesterday up to the past 365 days.
Order date – You can set a date range or enter specific start and end dates to filter RMAs based on orders created within that period. Additionally, you can view return requests based on order creation date from yesterday up to the past 365 days.
Shipping update date – You can set a date range or enter specific start and end dates to filter RMAs based on the last time their shipping status was updated. You can view return requests based on their most recent shipping status update, covering a timeframe from yesterday up to the past 365 days.
Received date – You can set a date range or enter specific start and end dates to filter RMAs based on when the returned item was received. This allows you to view return requests within a timeframe from yesterday up to the past 365 days.
2. RETURN REQUEST
This category tracks the status and details of a return request.
RMA status – The status of the Return Merchandise Authorization (RMA), which determines if a return request is pending, approved, resolved, expired, experienced exception or rejected.
Outcome – The return outcome opted for the return request by the customer.
Upsell: The customer has opted for an expensive product in exchange for the product they are returning.
Exchange: The customer has opted for an exchange instead of a return.
Refund: The customer has either opted for a cheaper product in exchange for the product they are returning and opted to get the excess amount refunded to the original payment method or has decided to return the product and opted for a refund to the original payment method.
Store credit: The customer has opted for a cheaper product in exchange for the product they are returning and opted to get the excess amount refunded in the form of store credits or has decided to return the product and opted for a refund to store credit.
Shipping status: The current shipping status of the return shipment.
| STATUS | DESCRIPTION | User experience |
|---|---|---|
| No prepaid label | This status indicates that the RMA is approved but the return label has not been generated yet. |  |
| Pre-shipment | This status indicates that the return label has been created or the shopper has uploaded the tracking number but the carrier still needs to scan the label on the return package. |  |
| Shipped | This status indicates that the status of a return shipment has been updated to in transit. |  |
| Delivered | This status indicates that the status of return shipments has been updated to delivered. |  |
| Received | This status indicates that the returned item has been marked as received. |  |
| Partially received | When some of the items in the request request (but not all of the items) are received by the seller |  |
| Label void | The return label is canceled and cannot be used to ship items back |
There are two additional statuses exclusively for customers using Drop off at Happy Returns® locations return shipping method
| STATUS | DESCRIPTION |
|---|---|
| Partially dropped off | When some of the items in the request (but not all of the items) are dropped off at Happy Returns® Bar |
| Dropped off | When the return items are dropped off at Happy Returns® Bar |
Refund status – The refund status of the return request. You can filter RMA based on the following refund statuses.
Refunded –The return item is received by the seller and the refund is processed by the merchant.
Pending refund – The return process is still in progress and the refund is yet to be initiated.
Country/region – The location where the return request was made, useful for regional return policies and logistics.
Return method – How the customer wants to return the item.
Ship with a returns label
Return to a retail store
Ship with the carrier customers choose
Green returns
RMA source – The platform or system where the return was initiated, such as an online store or API.
3. RETURN REASON
This category captures the reason why a customer is returning an item and filter data based on it.
Return reason – The reason the customer selected for returning the item, such as wrong item received, faulty defective, or not as described. You can filter RMA data based on the return reasons and sub-reasons configured in your AfterShip Returns admin. These are the reasons that are visible to your customers when they initiate a return.
Comments – Additional notes from the customer explaining the reason for the return.
Images uploaded by customer – Photos provided by the customer to support the return claim, such as pictures of damage or defects.
4. RETURN ITEM
This category relates to the condition and value of the returned item.
Item tag – A special identifier assigned to the return request for tracking and categorization.
Item tags are special identifiers assigned to RMAs to make returns management easier. You can define these tags on the particular attributes of the returned product, product condition, or the nature of the return.
Once you select Item tags as the filter to refine returns data, a sub-filter to configure the logic will display below the search bar.
Click on the sub-filter to select the logic.
Select Item tag is any of if you want the returns data to only show the RMAs labelled with the selected tags.
Select Item tag is none of if you want the returns data to only show the RMAs not labelled with the selected tags.
Select the tag(s) from the existing tags associated with your return requests. As soon as you select tags, your returns data will refresh automatically to show the associated RMAs.
You can create up to 50 tags in AfterShip Returns and assign the tags to individual items in the same RMA.
Click the settings icon.
To create new tags on the Manage items tag popup
- Type the tag name on the tag search bar and press enter.
- Type the tag name on the search bar and click + Create.
Tags can be renamed and deleted.
On the RMA detail page
Tags can be added to return items on the RMA detail page by clicking the + Add tags or images option given below each returned item
Item tags can be created, edited, and directly applied to the items from the popup window
Only 3 tags can be applied to each returned item.
Item grade – You can filter return requests based on the grades given to the returned items. Learn more.
Item inspection images – Photos taken during the inspection process to verify the condition of the item.
Return quantity – The number of units returned by the customer.
Return value – The monetary value of the returned items, which is important for refund calculations. The return value is determined based on the return outcome selected by customers. Here are a few examples of the return value based on the return outcome.
Scenario 1: Outcome: Upsell + Exchange, Upsell/Refund Value: $20
The customer exchanges an item (e.g., swaps a small-sized shirt for a medium).
During the exchange process, the customer upgrades to a more expensive product. The medium-sized shirt is priced higher than the small-sized shirt (upsell).
No refund is needed because the customer has spent an extra $20.
The merchant earns $20 more and ships the new exchange item.
Scenario 2: Outcome: Exchange + Store Credit/Refund, Upsell/Refund Value: - $20
The customer exchanges an item (e.g., swaps a jacket for a different size).
However, the exchanged item’s value is lower than the original, so the merchant refunds the $20 difference or provides store credit based on customer's chosen refund method.
The merchant loses $20 but still ships the exchange item.
5. OTHERS
This category covers special cases and additional return scenarios.
Gift returns – Indicates if the return is for a gifted item (typically affects refund eligibility).
Bundles – Specifies if the return includes bundled products (e.g., returning part of a combo deal).
Instant exchange – Whether the customer opted for an instant exchange, where a replacement is sent before the original item is returned.
Exception – Captures any special cases or exceptions, such as policy overrides or manual approvals. You can filter exception RMAs based on specific exception types.
Exchange failed: Failed to create an exchange order
Label generation failed: Failed to generate a return label
Restock failed: Failed to restock the returned items
Refund failed: Failed to refund the return request
Charge failed: Failed to charge customer in exchange for other items
Request flagged for review: RMA manually flagged by the merchant for further inspection
How to apply filters
Let's take the example of the return Outcome filter.
Click Add filters option.
Select Outcome under Return request category.
Upon selecting the Outcome filter, a sub-filter to further define the selected filter will display below the search bar.
Click on the sub-filter to select the logic.
a. Select Return outcome is any of to include RMAs that match one or more selected return outcomes.
b. Select Return reason is none of to exclude RMAs with specific return outcomes.
Select the exact return outcome to filter out the RMA data based on the defined outcome(s).
Click Apply.
Filter options for String property
| Filter options | Definition | Example |
|---|---|---|
| is any of | An RMA's property must have at least one of these values to be included in the list. | For example, if you filter by Shipping status and select is any of Shipped or Delivered, the shipments list will include RMAs with status that is either Shipped or Delivered. |
| is not of | An RMA's property must not have all of these values to be included in the list. | For example, if you filter by Shipping status and select is not of Shipped or Delivered , the shipments list will include RMAs with status that is neither Shipped nor Delivered. |
Filter options for Numerical property
| Filter options | Description |
|---|---|
| is between | Selects values that fall within the specified numerical value. |
| is not equal to | Filters out a specific number, displaying all values except the specified one. |
| is more than | Selects values greater than a specified number |
| is equal to | Displays only the values that exactly match the specified number. |
| is less than | Selects values smaller than a specified number. |
Updated on: 27/02/2025
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