Requires: X-Cart 5.6.0.17 or later. If your store is on X-Cart 5.6.0.16 or earlier, see Processing customer requests for return in the "Order Returns (X-Cart 5.6.0.16 and earlier)" collection instead.
Customer return requests (and returns you create yourself) start out in the New status and wait for your decision.
Finding pending requests
A pending request shows up in two places:
The Returns tab of the order details page (marked with a warning icon while items are awaiting your decision).
The global Orders > Returns list, which is your dashboard for every return across the store.
Approving items
On the order’s Returns tab, the Items awaiting decision block lists every unprocessed item, along with the quantity requested, the warehouse it originally shipped from, and the reason the customer gave.
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To approve one or more items:
Select the item(s) to approve.
In the Return to column, pick the destination warehouse for each item. Only locations with Accepts returns enabled appear in the list; if none do, X-Cart shows a warning linking to your locations settings.
Click Approve.
X-Cart creates an RMA — one per destination warehouse, so approving items headed to two different warehouses produces two RMAs — in the Awaiting Return status, and emails the customer a Return Approved notification with the packing slip attached.
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Declining items
Each pending item has its own decline control.
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Declining is always per item and requires a reason, which is emailed to the customer.
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A declined item moves to the Declined status and can’t be undone.
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You can freely mix decisions within the same request, approving some items and declining others.
Managing RMAs
Once items are approved, they live on RMA cards grouped under the return request.
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From an RMA card you can:
Add tracking number — record one or more tracking numbers for the inbound package, each with an optional tracking URL. They become visible to the customer on their return request page.
Complete & Restock — once the package arrives, confirm receipt and set how many units of each item go back into stock at the receiving warehouse. Set a quantity to 0 to skip restocking an item — for example, if it came back damaged. The RMA becomes Completed, and once every RMA in the request has been finalized, the request itself becomes Closed.
Cancel RMA — void an RMA that’s still awaiting the package. Its number stops working (so the packing slip can no longer be used), the customer is notified with the reason you give, and the item becomes available for a new return request.
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Return history and status labels
Every action on a request — submission, each approval with its RMA number and destination warehouse, each decline with its reason, tracking numbers added, completions with restocked quantities, cancellations — is logged in the Return history timeline at the bottom of the return request.
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On the order’s General Info tab, each item also shows its return status at a glance, without opening the Returns tab: Return request: X of Y while a request is pending, Return in progress: X of Y once it’s been approved, or Returned: X of Y once it’s completed.
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