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 A Public RMA Link
A public RMA link is tokenized to the original order. When the customer opens it, Arcus checks whether the order is eligible before showing any item choices. If the order is eligible, the customer selects the return items, quantity, reason, optional condition, optional notes, and accepts the return policy.
Eligibility Rules
Arcus decides eligibility on the server every time the page loads and again when the customer submits the request. The browser cannot override the return rules.
- Portal returns must be enabled: if customer returns are disabled in portal settings, the link shows an unavailable state.
- The order must have been delivered: undelivered orders are not eligible for self-serve return requests.
- The return window must still be open: the window comes from portal settings, commonly 30 days.
- There must be remaining eligible quantity: quantities already returned are subtracted from the shipped quantity.
- Kit components are not selected separately: if a kit needs special handling, create or adjust the RMA from the internal Returns workflow.
What Happens After Submit
When the request passes validation, Arcus creates an authorized RMA tied to the original order and customer account. The RMA is marked as customer-initiated, and the normal Returns workflow takes over for receiving, inspection, disposition, and settlement.
Track Returns In The Customer Portal
After the customer logs in, the portal Returns page shows RMAs for that account. The list includes the RMA number, original order number, customer-safe status, relevant date, and refund amount when a refund has been calculated.
Open The RMA Detail Page
The detail page shows the customer-safe version of the RMA. Customers can see the lifecycle, return-to address, return shipping details when a label exists, returned items, refund summary, and original order link.
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 other accounts.
Staff Setup Checklist
- Open Settings, then Sales Channels and Customer Portal.
- Enable customer returns only when the team is ready to receive portal-initiated RMAs.
- Set the return window and verify the policy language your team wants customers to accept.
- Confirm shipped orders are getting delivered package timestamps before relying on public RMA links.
- Review return email templates so customers receive the right RMA link and follow-up instructions.
- Train staff to finish the internal Returns workflow after a customer submits an RMA.
Common Blocks
- Return link unavailable: the token is invalid, expired, or no longer points to a valid order.
- Returns disabled: portal returns are turned off in settings.
- Order not delivered: Arcus has not received a delivered package timestamp for the order.
- Outside return window: the delivered date is older than the configured portal return window.
- No eligible items: all shipped quantity has already been returned or the remaining lines are not customer-selectable.
- Submit button is disabled: the customer must select at least one item, choose a reason, use a valid quantity, and accept the return policy.
- RMA missing from portal: confirm the customer logged into the same account that owns the original order.
- Customer expects an instant refund: explain that the RMA was authorized and staff still need to receive, inspect, and settle it.