Handling returns: how this screen works
Returns
View returns and their status for your sales channels.
No returns for your channels.
When a shopper starts a return, you handle it in QrX from start to finish: check the request, create the return label, follow the parcel, inspect the items and settle the money. Returns live in Transactions, in two return tabs, and every return opens in the return workspace. The rules and the return form are set up in Returns settings; see the guide "Returns settings" for that.
Find the returns that need you
Open Transactions, or click Operations in Returns settings. Two tabs show only returns:
Return review: new returns that wait for your decision. Start here every day.
Returns in progress: approved returns that are not finished yet. Below the tabs you can narrow the list with the work queues All active, Consumer reply (the shopper sent a message), Arriving (the parcel is on its way), Warehouse (the parcel arrived and needs inspection), Resolution (the money still needs to be settled) and At risk (returns that need extra attention).
The number on each tab shows how many returns are in it. The search field and filters work the same as on the other Transactions tabs, and the list updates live.
In the Returns column, each order with a return shows a small tile with the return stage. It also shows how many return cases the order has, how many messages you have not read, and At risk when needed. Click the tile (Open return workspace) to handle the return. When there are no returns yet, the tabs show No results found.
The return workspace
The return workspace opens as a large panel on the right. At the top you see:
The return number (RMA). The copy icon (Copy RMA number) copies it.
The status, a Test mode badge for test returns and the shopper's name or email.
Live: the workspace updates by itself. When a teammate changes the same return, you see Return updated live, or A teammate changed this return if your change collided with theirs. Your unsaved input is kept; press Review latest and try again.
A progress rail: Requested, Approved, In transit, Received, Inspected and Resolved.
Below it, the order, the items and the work tags of the return. You can add or remove tags and set a work status here.
The sections are grouped in Review (Decision, Items & evidence, Conversation), Logistics (Shipment, Warehouse) and Outcome (Resolution, Timeline). On a phone you pick the section from the Workspace section list. The X closes the workspace.
Decide: approve, ask or reject
The Decision & return route section shows the items, the refund value, the evidence and the request date, and the Return label route that will be used (carrier, provider account and label delivery).
Approve & create label: approves the return, creates the return label with your carrier and lets the shopper know. You then move to Shipment. You need label rights for this.
Request information: write a question to the shopper and press Send request. The shopper gets your message and can reply in the same conversation.
Reject return: add a clear internal reason. The decision is final and is recorded in the timeline.
Override route for this return: use a different provider account, return shipping method or label delivery for this return only. An Override reason is required.
You can also close a return without a return shipment: Issue store credit (credit for a future order instead of a refund), Close as keep item (the shopper keeps the item, no label is created) or Mark outside QrX (your team settles the money in your own systems).
The section always tells you where the return stands, for example Waiting for your decision, Approved, label still needed or Decision complete.
Items, evidence and conversation
Items & evidence: every item with the quantity, the return reason, what the shopper asked for and the photos, videos or files they sent (Consumer evidence). Click a file to view it large.
Conversation: all messages about this return. Choose the Message type: Customer reply (the shopper sees it) or Internal note (only your team sees it). Type your text and press Send message.
Shipment and tracking
The Shipment & tracking section shows the return label and the carrier's tracking of the parcel.
Open return label: view or print the label.
Refresh tracking: ask the carrier for the latest status now.
Retry label creation: shown when The carrier could not create the return label. Fix the cause (for example the address or your carrier account) and try again.
Void label: cancels an unused label with the carrier after you confirm. The tracking number can no longer be used.
For an exchange, the replacement and its tracking are shown here too.
Receive and inspect in the warehouse
When the parcel arrives, open Warehouse inspection (only when your role may receive returns). Per item:
Choose the Item, scan or type the Parcel or item barcode and fill in the Received quantity.
Set the Condition grade and the Disposition (what happens with the item). If you scrap an item, a Scrap reason and at least one photo are required. The scrap reasons come from your Return scrap list in Settings, Reason codes. A reason can ask for a note or more photos; the line under the photos then says what it needs, for example "This reason needs a note and at least 2 photo(s)." Write the note in Inspection notes.
Add Photos and Inspection notes if needed.
Your input is saved as a draft while you type (Draft saved). When all items are done, press Complete inspection.
If a fulfilment partner has sent a proposal, it is listed under Warehouse and under Resolution. Approve or decline it there. Approving a refund proposal does not pay the shopper. You still settle the money yourself in Resolution. The partner cannot refund the shopper.
Resolution and money
The Resolution & money section shows what can still be paid back and what already happened:
Overview: the Refundable ceiling (the most you can return), what is committed, pending and remaining, and the Ledger with every posted money entry. Entries are never changed afterwards.
Resolve: choose the Resolution (for example Cash refund, Store credit, Gift card, Exchange, Keep item or Repair), the Amount and the Provider route, and press Preview allocation to see how the amount is split before anything happens.
The Timeline section lists everything that happened to the return: shopper, team, system and carrier activity, in order.
Returns Control Center
Open it with Control Center in Returns settings (only when your role allows it). The Control Center releases the full settings of a return form as one version that you can publish, compare and restore. It needs a return form first; until then you see Create a return form first. Use Returns at the top to go back to Returns settings.
Return form and Release mode (Test mode or Live mode) at the top choose what you are editing.
Overview: Readiness, Published releases, Drafts, Active assignments and the launch checklist.
Release: the release name and which values come from your account and which you changed for this release.
Return numbers: design your own return number with the RMA pattern, Sequence scope and Sequence reset, with a Live example.
Geography: which country counts (Authoritative country: delivery, billing or consumer country) and Add allowed country.
Localized content: the texts shoppers see per language.
Routing: Inherit account route or choose a return shipping method and label delivery for this form.
Assignments: the Assignment scope (account or sales channel) and Priority.
Workflow & automation: shared queue views, rules and automations for your team (only with the workflow permission).
History: every published release. Compare releases shows the differences, Restore makes a new draft from an old release and Promote to live draft copies a test release to live.
At the top right: Save draft, Review & publish (you can add a note, then Publish now), and Import and Export to copy the settings as a file. Returns that already started keep the settings they started with.
Tips and common questions
"Add a photo before approving this return.": the return reason requires evidence. Ask the shopper for a photo with Request information.
"You need label permissions to approve returns.": ask an administrator of your account to give your role the return label rights.
"The default route is incomplete. Override the route to approve this return.": set a Default return route in Returns settings, or use Override route for this return.
"Add a scrap reason and at least one photo to every scrapped item before completing.": fill in both for every scrapped item, then press Complete inspection again.
"This order was paid live. QrX will not refund it from the return desk.": refund the shopper through your own payment provider and use Mark outside QrX.
"A teammate changed this return": someone else worked on the same return. Press Review latest and repeat your action.
Need help? Click Chat at the bottom of the Help Center.