Portal Returns and RMA Status

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What Customers Can See

After a customer logs in, the portal Returns page shows customer-safe RMA history for the account. The list gives the customer status visibility without exposing internal return operations. Customers may see:

• RMA number and original order reference.
• Customer-safe return status.
• Relevant dates and refund amount when available.
• Return-to address or support contact details when configured.
• Shipping or tracking details when a return label or package exists.

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What Customers Cannot Start From The Portal

Do not tell customers to create a new return from a standalone request page. Arcus return work is currently controlled from the staff Returns workflow so the team can verify the order, policy, inventory impact, serials, restocking rules, refund path, and exception notes before authorizing the RMA.

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Open The RMA Detail Page

The detail page shows the customer-safe version of the RMA. Customers can review lifecycle status, return-to information, return shipping details when available, returned items, refund summary, and the original order link.

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Staff-Owned Return Flow

When a customer contacts the team about a return, staff should work from the internal return record. This keeps policy, inventory, refund, and accounting history together.

1. Open the customer account, original order, or Returns page.
2. Confirm the order, delivered status, return window, remaining quantity, serials, and policy.
3. Create or open the RMA from the internal workflow.
4. Add the return items, reason, notes, and any approved label or return instructions.
5. Receive the returned items when they arrive.
6. Inspect condition and choose disposition, such as restock, repair, scrap, vendor return, refund only, exchange, or credit.
7. Complete the financial settlement and close the RMA when no more action is needed.

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RMA Status Flow

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What Customers Cannot See

Portal return pages are account-scoped and intentionally hide internal workflow data. Customers should not see staff inspection notes, force-restock overrides, internal disposition notes, warehouse routing, GL entries, costs, margins, or records from other accounts.

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Staff Setup Checklist

1. Open Settings, then Sales Channels and Customer Portal.
2. Confirm customer portal access is enabled only when the team is ready for customers to view account records.
3. Review support contact details, portal branding, tracking visibility, and shared-link expiration.
4. Confirm return and RMA work is created from the internal Returns workflow.
5. Review return email templates and staff instructions so customers receive the correct approved return guidance.
6. Test a customer account that already has an authorized RMA and confirm only customer-safe return data appears.

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Common Blocks

• Customer cannot find a Returns page: confirm the portal surface is enabled for the account and that the customer is signed into the correct account.
• RMA is missing from the portal: confirm the return belongs to the same account, entity, and customer portal identity.
• Customer asks to start a return online: use the internal Returns workflow to review eligibility and create the RMA if approved.
• Customer expects an instant refund: explain that staff must receive, inspect, disposition, and settle the RMA before refund or credit is complete.
• Return status looks wrong: review the internal RMA lifecycle, activity timeline, receipt state, settlement state, and whether the customer has refreshed the portal.
• Customer sees another account’s return: stop immediately and verify account, token, entity, and customer identity scope before continuing.

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