Manage and track product returns in OmniOrders from one centralized hub. Review return requests, monitor status, and control your entire return pipeline.
---
title: Returns Overview
description: Manage and track product returns in OmniOrders from one centralized hub. Review return requests, monitor status, and control your entire return pipeline.
---
The Returns page gives you a complete view of all customer returns in your system. Track return requests, monitor their status, and manage the return process from start to finish with dedicated tools for both full shipment returns and individual product returns.
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:::tip[Quick Start]
Access returns by clicking **Returns** in the sidebar under the Orders section. Filter by location to see returns for specific warehouses or view all returns across your entire operation.
:::
## Why Use Returns Management?
**Returns Management centralizes every customer return in one place — from initial request through final processing. Create returns by shipment or individual SKU, filter by location, track each return's status with clear indicators, and let inventory update automatically when returns are completed.**
<CardGrid>
<IconCard title="Centralized Return Tracking" icon="package-open">
View all returns in one place with clear status indicators showing exactly where each return stands in the process.
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<IconCard title="Flexible Return Creation" icon="refresh-cw">
Create returns by selecting entire shipments or individual products, giving you control over partial and full returns.
</IconCard>
<IconCard title="Location-Based Filtering" icon="map-pin">
Filter returns by fulfillment location to see which warehouses are receiving returned items.
</IconCard>
<IconCard title="Expandable Return Details" icon="eye">
Click any return row to expand and see complete return information including items, quantities, and tracking details.
</IconCard>
</CardGrid>
---
## Understanding the Returns View
The Returns page displays all your returns in a table format with these key columns:
- **Items**: Number of items in the return (displayed as count in parentheses)
- **ID**: Unique return identifier for tracking
- **Status**: Current return status (open, completed, etc.)
- **Fulfillment Locations**: Where the returned items will be received
- **References**: Any reference numbers associated with the return
- **Date**: When the return was created in the system
### Location Filter
Use the **All locations** dropdown at the top of the page to:
- View returns for all locations across your operation
- Filter to a specific warehouse or fulfillment center
- Focus on returns relevant to your current work
This helps teams manage returns for their specific locations without seeing returns destined for other warehouses.
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## How to Create a Return
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<Steps>
1. **Navigate to Returns**
Click **Returns** in the sidebar menu under the Orders section.
2. **Click New Return**
Click the **New Return** button in the top right corner of the page.
3. **Choose Your Return Method**
The Return Order dialog opens with two tabs:
- **Shipments Tab**: Select entire shipments to return all items from specific orders
- **Skus Tab**: Select individual products to return specific items from various orders
4. **Select Items Using the Shipments Tab**
If creating a return for a complete order:
- Search for shipments by customer name, order number, shipment number, or tracking number
- Use the search fields at the top of each column to filter results
- Check the box next to each shipment you want to return
- View shipment details including customer address, shipping date, carrier, and method
:::note[When to Use Shipments Tab]
Choose this option when customers are returning everything from their order. This is the fastest method for full order returns.
:::
5. **Or Select Items Using the Skus Tab**
If creating a return for specific products:
- Switch to the **Skus** tab
- Search by customer name, product name, or SKU
- Check the box next to each product you want to include
- See quantity information for each item
:::note[When to Use Skus Tab]
Choose this option for partial returns where customers are only returning some items from their order.
:::
6. **Click Continue**
After selecting shipments or products:
- Review your selections
- Click **Continue** to proceed to the return details page
- Or click **Close** to cancel and return to the Returns list
7. **Complete Return Details**
On the return details page:
- Add the return date
- Select the fulfillment location where items will be received
- Choose the shipping method for the return
- Add any notes about the return
- Set quantities for good and damaged items
8. **Save the Return**
Click **Save** to create the return in the system.
</Steps>
---
## Working with the Returns Table
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### Expanding Return Details
Click the arrow icon next to any return to expand the row and see:
- Individual items included in the return
- Quantities being returned
- Return shipment information
- Additional return details
### Filtering and Searching
Use the filter controls to find specific returns:
- **ID Search**: Enter a return ID number to find specific returns
- **Status Filter**: Select one or more statuses to filter the list
- **Location Filter**: Choose a fulfillment location to see returns for that warehouse
- **References Search**: Look up returns by reference numbers
- **Date Filter**: Select a date range to see returns created during that period
### Column Customization
Click the **Columns** button to:
- Show or hide specific columns
- Customize which information displays in your view
- Save your preferred column layout
Available columns include:
- Requested Date
- Received Date
- Processing Date
- Customer Email
- Country and Zip Code
---
## Return Statuses
Returns progress through different statuses as they move from request to completion:
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- **Open**: Return request has been created and is awaiting processing
- **Approved**: Return has been approved and customer can ship items back
- **Rejected**: Return request was denied
- **In Transit**: Items are on their way back to your warehouse
- **Processing**: Items have been received and are being inspected
- **Discrepancy**: There is a discrepancy in the return that needs to be resolved
- **Completed**: Return is complete and inventory has been updated
- **Error**: An error occurred during the return process
The status helps everyone understand exactly where each return stands in the process.
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## Saved Filters
Click the filter icon next to the **Columns** button to:
- Save frequently used filter combinations
- Quickly apply saved filters to your view
- Share filter setups with your team
- Switch between different return views
This feature helps you quickly access the returns that matter most to your current task.
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## 💡 Best Practices
<CardGrid>
<IconCard title="Use Location Filters Effectively" icon="map-pin">
Filter by location when working with specific warehouses. This keeps your view focused and prevents confusion about which returns need attention.
</IconCard>
<IconCard title="Choose the Right Return Method" icon="refresh-cw">
Use the Shipments tab for full order returns and the Skus tab for partial returns. This saves time and reduces errors.
</IconCard>
<IconCard title="Expand Rows for Details" icon="eye">
Click the arrow to expand return rows and see complete item information before taking action. This helps verify you're working with the right return.
</IconCard>
<IconCard title="Keep Status Updated" icon="check-circle">
Update return statuses as returns progress through your warehouse. This keeps customers informed and your team aligned.
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<IconCard title="Use References for Tracking" icon="hash">
Add reference numbers like RMA numbers or case IDs to make returns easier to find and track across systems.
</IconCard>
<IconCard title="Review Before Creating" icon="alert-circle">
Double-check your shipment or product selections before clicking Continue. This prevents creating incorrect returns that need to be cancelled.
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---
## Troubleshooting Returns
### Can't Find a Shipment or Product
- Verify the order was shipped (only shipped orders can be returned)
- Check that you're searching in the correct location filter
- Try searching by different criteria (customer name, tracking number, etc.)
- Clear any active filters that might be hiding results
### Return Not Showing in List
- Check the location filter - you might be viewing a different warehouse
- Verify the return was saved successfully
- Try clearing table filters to see all returns
- Check the date range if using date filters
### Return Created with Wrong Items
- Expand the return row to verify the items included
- If the return hasn't been processed yet, you may be able to edit it
- Contact your admin if you need to cancel and recreate the return
### Need to Process Multiple Returns
- Use saved filters to group similar returns together
- Sort by status to see all returns needing the same action
- Expand multiple rows to review details before taking bulk actions
---
## Related Features
**Learn More About:**
- [Returns & Refunds](/orders/returns/) - Complete return processing workflow
- [Orders Overview](/orders/overview/) - View and manage your orders
- [Order Status & Workflow](/orders/status/) - Understanding order statuses
- [Inventory Overview](/inventory/overview/) - Track inventory after returns
**Next Steps:** [Processing Returns](/returns/processing/)