Managing Returns in AfterShip Returns
Plans: All plans Platforms: All platforms
AfterShip Returns’ Returns dashboard lets you easily create, find, and manage RMAs with many features and functionalities. This article will take you through each and every one of them in detail.
In this article, we will show you:
Understanding returns dashbaord
Return details on dashboard
Finding returns
Returns dashboard tabs
Sorting filters
Viewing returns details
Return details - administrative actions
Data included in the return timeline
Once a customer submits a return request through the branded return page, the RMA request is automatically synced to the Returns dashboard in AfterShip Returns admin.
You can also create a return request manually by clicking on the Create a return button at the upper right-hand corner.
You can export returns data based on the filters you’ve selected or all the returns created in the past 365 days
- You can select the recipient to whom the CSV file will be sent with the returns data.
The following return details/information are available on the returns dashboard by default for you to access at a glance. You can click on a specific return request to view more information about that request.
Return item image
RMA number #, also known as AfterShip Returns ID, which is unique to each single return., even if there are multiple returns on the same order
Ecommerce platform (e.g,. Shopify) order number
Return requested date
Current RMA status
Current shipping status of a returned item
Refund status of the return request
The processing result (Outcome) of return request based on the resolution customers choose
The upsell/refund value based on the resolution customers choose
If you wish to see more information about the return requests on the Returns dashboard, you can do so by accessing the column customization option for your dashboard and choosing which columns you want to display and arrange them according to your preference.
Learn more about returns dashboard column customization here.
There are a few ways to find the specific request(s) to make returns management easier.
Use the search bar to quickly locate RMAs by entering:
Order number
RMA number
Tracking number
SKU
Customer name or email address
The following filters alongside the search bar can be used to refine return requests based on certain criteria.
Let's take the example of return request Outcome filter to see how filters are applied.
The return outcome filter allows you to filter out the RMA data based on the final outcome on the return request submitted by customers. Defined below are the possible return outcomes.
Upsell: The customer has opted for an expensive product in exchange of 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 of 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 of 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 refund to store credit.
Applying filters
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.
Click Apply.
The returns dashboard contains five tabs to help you find the returns you’re looking for.
All: All the return requests ever submitted will appear under this tab
Pending approval: The requests that are successfully submitted but are yet to be manually approved for the desired customer action
Approved: The return requests that are manually or automatically approved to be treated as desired by the customer but not yet resolved
Resolved: The return requests that are manually or automatically marked as resolved. A resolved return request typically means the customer has received the desired outcome.
Rejected: The requests that are successfully submitted but are manually rejected for any further course of action. Requests that are initially approved (manually or automatically) can still be rejected from the RMA detail page
Expired: When a return request expires because of no shipping updates 28 days after the return request approval
Exception: When a return request fails to proceed to the next stage or cannot be processed due reasons like failed exchange, failed label generation, failed refund and more.
Depending on your automation rules settings, AfterShip Returns will automatically approve, restock, process, and resolve your requests. If they are set up manually, you must visit each request’s detail page and process them yourself. Verify your automation rules in the Automation rules tabs.
To help you quickly find the returns you’re looking for, the dashboard includes the following sorting options:
Request date – Sort returns based on when the return request was submitted.
Oldest to Newest: Displays the earliest requests first.
Newest to Oldest: Displays the most recent requests first.
Last update date – Sort returns by the most recent update on the request.
Oldest to Newest: Shows requests with the oldest updates first.
Newest to Oldest: Shows requests with the most recent updates first.
Order number – Sort returns based on order numbers in ascending or descending order for quick reference.
You can access a number of items on the RMA detail page view.
The item(s) being returned
Return resolution (outcome) desired by the customer
Return shipping method opted by the customer
A link to the original order and product details
A link to the exchange order and product details (applicable if the customer wants to exchange for another item)
Timeline of the return
Accompanying notes for the return request
Customer name, email address, and shipping country/region
Shipping information, including the tracking number, carrier name, SKU of the item(s) in the shipment, shipment creation date, shipment’s current status, return label, and QR code
Refund details, including return items tax, shipping, cost of returns, and the total amount refunded after absorbing the taxes and shipping charges
There are a number of administrative actions you can take from the return details page.
Approve, reject, and resolve the return request
Mark the request as received once the item reaches the merchant or warehouse
Edit the notes or leave a comment for the return request for future reference
Access the original order by clicking the original order number (e.g., #EFA341062) on the side panel
Create Shopify order for the exchange item
Access the details of the exchange order in Shopify by clicking the exchange order number on the side panel
Edit shipping information on the return label
Generate a return label with AfterShip Returns or manually upload a return label
Preview and send the return approval email along with the downloadable return label to the customer
Resend email notification to the customer for the current return status by clicking the Resend email button on the timeline or Resend notification button at the top right corner of the page
Track the return/exchange shipment by clicking the tracking number under the Shipments section
Add relevant images and tags to the item(s) being returned
Restock the item(s) being returned on Shopify
Edit and issue a full, partial, or no refund or a gift card to the customer based on the refund resolution selected
The return timeline on the RMA detail page is a timestamped list of:
When was the return request created and by whom
When was the request processed/updated and by whom
When was the request updated to which status and by whom
When were the notification emails sent to the customer
When and how much refund was processed
For more information, please contact our support team.
Overview
AfterShip Returns’ Returns dashboard lets you easily create, find, and manage RMAs with many features and functionalities. This article will take you through each and every one of them in detail.
What you’ll learn
In this article, we will show you:
Understanding returns dashbaord
Return details on dashboard
Finding returns
Returns dashboard tabs
Sorting filters
Viewing returns details
Return details - administrative actions
Data included in the return timeline
Understanding returns dashboard
Once a customer submits a return request through the branded return page, the RMA request is automatically synced to the Returns dashboard in AfterShip Returns admin.
You can also create a return request manually by clicking on the Create a return button at the upper right-hand corner.
You can export returns data based on the filters you’ve selected or all the returns created in the past 365 days
- You can select the recipient to whom the CSV file will be sent with the returns data.
Return details on dashboard
The following return details/information are available on the returns dashboard by default for you to access at a glance. You can click on a specific return request to view more information about that request.
Return item image
RMA number #, also known as AfterShip Returns ID, which is unique to each single return., even if there are multiple returns on the same order
Ecommerce platform (e.g,. Shopify) order number
Return requested date
Current RMA status
Current shipping status of a returned item
Refund status of the return request
The processing result (Outcome) of return request based on the resolution customers choose
The upsell/refund value based on the resolution customers choose
If you wish to see more information about the return requests on the Returns dashboard, you can do so by accessing the column customization option for your dashboard and choosing which columns you want to display and arrange them according to your preference.
Learn more about returns dashboard column customization here.
Finding returns
There are a few ways to find the specific request(s) to make returns management easier.
1. Search bar
Use the search bar to quickly locate RMAs by entering:
Order number
RMA number
Tracking number
SKU
Customer name or email address
2. Key filters
The following filters alongside the search bar can be used to refine return requests based on certain criteria.
| Category | Filter | Description |
|---|---|---|
| TIMELINE | Order date | Date when the order was placed |
| Request date | Date when the return request was submitted | |
| Shipping update date | Date when shipping status of the RMA was last updated | |
| Received date | Date when the returned item was received by the seller/warehouse | |
| RETURN REQUEST | RMA status | Current status of the RMA |
| Outcome | Final decision on the return request as request by customers (exchange, refund, etc.) | |
| Shipping status | Status of the return shipment (shipped, delivered, etc.) | |
| Refund status | Status of the refund (refunded or pending refund) | |
| Country/region | Country or region of the return request | |
| Return method | Method used by customer for shipping the items back (ship with a return label, green returns etc.) | |
| RMA source | Source from which the RMA was initiated (Online store) | |
| RETURN REASON | Return reason | Reason provided by the customer for the return |
| Comments | Additional comments from the customer regarding the return | |
| Images uploaded by customer | Photos provided by the customer as part of the return request | |
| RETURN ITEM | Item tag | Special Identifier or label assigned to the return requests |
| Item grade | Condition rating of the returned item (new, used, damaged, etc.) | |
| Item inspection images | Photos taken during the inspection process | |
| Return quantity | Number of units returned | |
| Return value | Monetary value of the returned items | |
| OTHERS | Gift returns | Whether the return is for a gifted item |
| Bundles | Whether the return includes bundled items | |
| Instant exchange | Whether the customer opted for an instant exchange | |
| Exception | Any special cases or exceptions in the return process |
How to apply filters
Let's take the example of return request Outcome filter to see how filters are applied.
The return outcome filter allows you to filter out the RMA data based on the final outcome on the return request submitted by customers. Defined below are the possible return outcomes.
Upsell: The customer has opted for an expensive product in exchange of 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 of 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 of 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 refund to store credit.
Applying filters
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.
Click Apply.
Returns dashboard tabs
The returns dashboard contains five tabs to help you find the returns you’re looking for.
All: All the return requests ever submitted will appear under this tab
Pending approval: The requests that are successfully submitted but are yet to be manually approved for the desired customer action
Approved: The return requests that are manually or automatically approved to be treated as desired by the customer but not yet resolved
Resolved: The return requests that are manually or automatically marked as resolved. A resolved return request typically means the customer has received the desired outcome.
Rejected: The requests that are successfully submitted but are manually rejected for any further course of action. Requests that are initially approved (manually or automatically) can still be rejected from the RMA detail page
Expired: When a return request expires because of no shipping updates 28 days after the return request approval
Exception: When a return request fails to proceed to the next stage or cannot be processed due reasons like failed exchange, failed label generation, failed refund and more.
Depending on your automation rules settings, AfterShip Returns will automatically approve, restock, process, and resolve your requests. If they are set up manually, you must visit each request’s detail page and process them yourself. Verify your automation rules in the Automation rules tabs.
Sorting filters
To help you quickly find the returns you’re looking for, the dashboard includes the following sorting options:
Request date – Sort returns based on when the return request was submitted.
Oldest to Newest: Displays the earliest requests first.
Newest to Oldest: Displays the most recent requests first.
Last update date – Sort returns by the most recent update on the request.
Oldest to Newest: Shows requests with the oldest updates first.
Newest to Oldest: Shows requests with the most recent updates first.
Order number – Sort returns based on order numbers in ascending or descending order for quick reference.
Viewing return details
You can access a number of items on the RMA detail page view.
The item(s) being returned
Return resolution (outcome) desired by the customer
Return shipping method opted by the customer
A link to the original order and product details
A link to the exchange order and product details (applicable if the customer wants to exchange for another item)
Timeline of the return
Accompanying notes for the return request
Customer name, email address, and shipping country/region
Shipping information, including the tracking number, carrier name, SKU of the item(s) in the shipment, shipment creation date, shipment’s current status, return label, and QR code
Refund details, including return items tax, shipping, cost of returns, and the total amount refunded after absorbing the taxes and shipping charges
Return details - administrative actions
There are a number of administrative actions you can take from the return details page.
Approve, reject, and resolve the return request
Mark the request as received once the item reaches the merchant or warehouse
Edit the notes or leave a comment for the return request for future reference
Access the original order by clicking the original order number (e.g., #EFA341062) on the side panel
Create Shopify order for the exchange item
Access the details of the exchange order in Shopify by clicking the exchange order number on the side panel
Edit shipping information on the return label
Generate a return label with AfterShip Returns or manually upload a return label
Preview and send the return approval email along with the downloadable return label to the customer
Resend email notification to the customer for the current return status by clicking the Resend email button on the timeline or Resend notification button at the top right corner of the page
Track the return/exchange shipment by clicking the tracking number under the Shipments section
Add relevant images and tags to the item(s) being returned
Restock the item(s) being returned on Shopify
Edit and issue a full, partial, or no refund or a gift card to the customer based on the refund resolution selected
Data included in the return timeline
The return timeline on the RMA detail page is a timestamped list of:
When was the return request created and by whom
When was the request processed/updated and by whom
When was the request updated to which status and by whom
When were the notification emails sent to the customer
When and how much refund was processed
For more information, please contact our support team.
Updated on: 26/02/2025
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