> ## Documentation Index > Fetch the complete documentation index at: https://docs.arcuserp.com/llms.txt > Use this file to discover all available pages before exploring further. # Start a Return From an Email Link > What the Track this return online link in the seller's return email opens, how to start a return today, what the return request form asks for, and where to follow a return you already have. The return request form covers one delivered order. When the seller allows self-serve returns, the form lets you choose the items you want to send back, give a reason, and submit a return request without a portal login. No email or portal page links to this form yet, so today you start a return by contacting the seller. **Where:** Customer Portal > Email links > Return status The seller's return authorization email has a **Track this return online** link. That link opens the seller's return status page for that return, not this form. The status page shows the return number and its status, a **Timeline** of the return's progress, and, when they apply, **Estimated refund**, **Items in this return**, **Return shipping** with the return tracking number and a **Copy** button, and **Ship your return to**. A link that is invalid or expired shows **Return unavailable** instead. To follow a return you already have, you can also sign in to the customer portal and open **Returns**. ## Before You Start * The link covers one order only, and it expires. A link from a return authorization email is valid for 14 days. * The seller decides whether customers can start returns themselves, how many days the return window is, and whether it counts from delivery. * Only delivered items that are not already on a return can be selected. ## Submit A Return Request 1. Open the return link. The page shows the seller's name and branding, **Start a return**, and "Choose the items you want to return", with the delivery date and the return window, for example a 30-day return window and the days left. 2. Under **Eligible items**, check each item you want to return. Each item shows its SKU and "Up to" the quantity you can still return "of" the quantity shipped. 3. For each checked item, set: * **Quantity**: from 1 up to the maximum shown. * **Reason**: required. Choose **Defective**, **Damaged in transit**, **Wrong item shipped**, **Not as described**, **No longer needed**, **Found a better price**, **Arrived late**, or **Other**. * **Condition (optional)**: **New / unopened**, **Used**, **Damaged**, or **Defective**. * **Notes (optional, up to 500 chars)**. 4. Optionally add a note for the whole return under **Anything else we should know? (optional)**. 5. Check the policy box: "I have read and accept the return policy. Items must be returned within the" return window. "The seller will review my request and contact me with next steps." 6. Select **Submit return**. The button stays unavailable until at least one item is checked, every checked item has a reason and a valid quantity, and the policy box is checked. Public start a return page with delivery date, 30-day return window and days left, eligible items with quantity, reason, condition and notes, a note box, the return policy checkbox, and the Submit return button ## When The Request Is Submitted The page shows **Return submitted** with "Your return has been received and is being reviewed.", the **RMA number**, and the return's **Status**, plus "We will email you when your return moves to the next step. You can also monitor it in your customer portal." and a **View in your portal** button. Return submitted confirmation with RMA number, Authorized status, the next-step message, and the View in your portal button What happens next depends on the seller's return settings: * **The seller's system creates a return (RMA)** for the items and quantities you chose, marked as started by you. * **It may need the seller's approval.** Some sellers review every request; others authorize it right away. The **Status** on the confirmation shows which. * **You receive email** when the return is authorized, including the return details and, when the seller provides one, a return shipping label. * **Any refund or credit comes later**, after the seller receives and inspects the items. ## When A Return Cannot Be Started The page explains why instead of showing the form: | Heading | What it means | What to do | | ----------------------------------------- | --------------------------------------------------------------------------------------- | ------------------------------------------ | | **Self-serve returns are not enabled** | The seller does not take return requests online. | Contact the seller to start a return. | | **This order has not been delivered yet** | The carrier has not confirmed delivery. | Come back after the order arrives. | | **Return window has closed** | The return window, for example 30 days from delivery, has passed. | Contact the seller if you need help. | | **All items have already been returned** | Every item is already on a return. | Sign in and open **Returns** to follow it. | | **This order is not eligible for return** | The order cannot be returned online, for example a cancelled order or final-sale items. | Contact the seller. | Each of these shows a **Log in to your portal** link. ## Messages You Might See | Message | What it means | What to do | | ---------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------ | --------------------------------------------------------------- | | **Return link unavailable** with "This return link is invalid or has expired." | The link expired or was replaced. | Ask the seller for a new link, or sign in and open **Returns**. | | **This return is no longer eligible** with a reason | Something changed after you opened the page, for example another return was created. | Reload the page to see what is still eligible. | | **Please accept the return policy to continue.** | The policy box is not checked. | Check the box and submit again. | | **Unable to submit your return. Please try again.** or **Unable to create the return request. Please contact the merchant.** | The request did not save. | Try again, then contact the seller. | | **Network error. Please refresh and try again.** | Your connection dropped. | Refresh the page and try again. | | **Too many requests. Please slow down.** | The link was used many times in a few minutes. | Wait five minutes and reload. | ## Related Articles Customer Portal > Returns: follow an authorized return from request to refund. Customer Portal > Shipments: confirm the delivery date that starts the return window. Customer Portal > Orders: find the order you want to return from. An overview of every link the seller can email you.