Sections:

I. Introduction

II. Instructions

III. FAQ


I. Introduction


Returns, both anticipated and unanticipated, are part of the fulfillment process. Fortunately, here at ShipMonk, we have an easy-to-use returns portal that will make the process as painless as possible! Follow these steps whenever you want to create a return. 




II. Instructions


Step 1: Click on "Orders" on the header. Go to the "Order Details" of the order in question by clicking on the order number hyperlink for that order. 





NOTE: You can use the search bar on the top right-hand corner to search the order page by customer name, tracking number, address, or order number to find the order. 



Step 2: Click on "Other Actions" then click on "Create Return"



You'll be redirected to the Return Details page where a Return Merchandise Authorization (RMA) number will be generated for this order.



Step 3: Review order information to ensure that you are processing a return for the correct order. 




Step 4: Select the return reason and fill in any pertinent notes pertaining to the return.



Step 5: Add/remove the items that are part of this return and the associated quantity. For instance, if four items were originally ordered but one is coming back, this is where you would want to specify that. 


Next, select one of two desired actions for your inventory in the "Desired Action" drop-down menu:

  • Return to inventory
  • Receive as damaged



Step 6: Click "Save". This will officially create the return. 



Step 7: If the customer is providing their own label, you are good to go. However, it will be your responsibility to communicate to your customer that they MUST write the specific RMA number on the package they are returning to our warehouse.


For international returns, customers MUST provide their own label.



Step 8: If you need to create a label for the customer, you'll fill out the weight and dimensions of the return package in the Shipping Options section. 


By default, the weight and dimensions will pre-populate to that of the original order, so be sure to edit the weight if the customer is returning only a portion of the order in same packaging as it was shipped in.



Step 9: Once you have entered the desired weight and dimensions for the return label, click "Save & Create Label." You'll now be able to download the return label to send to your customer. If you think you've made a mistake while entering the weight and dimensions for the return label, you can click "Void" to cancel the label you just created, and start over.



If you are using a ShipMonk return label, your customer doesn't need to include the RMA number on the package since we can search the return via the tracking number. 



You're done!




III. FAQ


1. When do return labels void?


ShipMonk return labels void after 28 days. 


2. Can I generate a return label for international shipments?


Currently, ShipMonk does not offer return labels for international orders. In the event that the recipient does not want to pay duties and taxes, or if they are unable to be contacted after several attempts, FedEx International will notify us, asking what to do about the package. We can either 1) have FedEx destroy the package, so that you will not have to pay the return fees or 2) you have return the package, but you'll be responsible for the return fee on behalf of the customer.