Creating a Return (RMA) allows you to generate a return shipment for a customer and track it through the return process.
Once created, you can monitor the return status, provide a return label, and manage restocking when the item arrives at the warehouse.
How It Works
Returns are created from the original order and include:
Selected items being returned
Return reason
Warehouse destination
Return shipping label (if applicable)
Step 1: Open the Order
Log in to your Client Portal
Go to Orders → Manage Orders
Open the order you want to create a return for
Step 2: Click Return Order
In the Actions section, click Return Order
Step 3: Select Items & Reason
Select the item(s) to be returned
Choose a Return Reason for each item
Step 4: Configure Return Details
Select the Return Warehouse
Enter the parcel dimensions and weight
Choose the Return Label Type
Return Label Options
Label Paid by Store
→ Provide a prepaid return label to the customerLabel Paid by Customer
→ Provide a non-paid label (customer pays for return shipping)Return to Sender
→ Used when a shipment is already being returned to the warehouse
Step 5: Generate RMA
Click Generate RMA
You will be redirected to the RMA page, where you can:
Download the return label
Share it with your customer
Track the return status
Supported Return Shipping Methods
ShipTop Canada
Canada Post → Regular Parcel
UPS → UPS Standard
ShipTop US
USPS → Ground Advantage
UPS → UPS Ground
Important Notes
Return labels are only available for:
Orders fulfilled by ShipTop
Shipments within Canada and the United States
We cannot generate return labels for:
International shipments
Orders not fulfilled by ShipTop
Monitoring Return Status
To track returns:
Go to Returns → All Returns
Search using the Order Number
Understanding Return Statuses
Pending
Return has been created but not yet processed
Complete
Return has been received and fully processed
What Happens When a Return Arrives
Once the return is received:
Items are processed according to your SOP (if applicable)
Sellable items are restocked into inventory
Damaged or unsellable items:
Are moved to unsellable inventory
Are documented in the Internal Return Notes
Some clients choose to:
Pick up unsellable inventory
Request disposal