> ## 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.
# Portal Returns and RMA Status
> Help customers track authorized RMAs in the customer portal while staff create and manage returns from the internal Returns workflow.
**Returns are staff-owned**
Customers can track authorized RMAs that belong to their account when portal return
visibility is available. New return creation, receiving, inspection, disposition, refund,
credit, exchange, and vendor-return work is handled by staff in the internal Returns workflow.
## 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.
## 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.
**Do not send unsupported return links**
If a customer asks to start a return, staff should open the original order or Returns page,
review eligibility, create the RMA when appropriate, and send any approved instructions from
the staff workflow.
## 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.
## 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.
**Portal visibility does not refund or restock by itself**
The portal shows customer-facing return status. Staff still complete receiving,
inspection, disposition, refund, credit, exchange, and accounting work inside Arcus.
## RMA Status Flow
| Stage | Customer-facing meaning | Staff next step |
| ------------------------- | ------------------------------------------------------ | ------------------------------------------------------------------------------- |
| Requested or created | A return record exists and is under staff review. | Confirm policy, items, serials, and next instructions. |
| Authorized | The customer can send or bring back the approved item. | Provide label, drop-off instructions, or support guidance when applicable. |
| In transit | Return shipment is moving back when tracking exists. | Monitor carrier activity and prepare receiving. |
| Received | Staff received the returned goods. | Inspect condition, quantity, serials, and restock eligibility. |
| Inspection or disposition | Return is being reviewed. | Choose restock, repair, scrap, vendor return, exchange, refund, or credit path. |
| Refunded or credited | Customer settlement was completed. | Confirm payment, credit memo, account credit, or refund history. |
| Closed | No further customer-facing return action is expected. | Keep the audit trail and archive follow-up tasks. |
## 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.
## 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.
## 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.
## Related Articles
Create RMAs, receive returned items, inspect condition, choose disposition, and close customer returns.
Understand portal login, dashboard, customer navigation, setup requirements, and account-scoped visibility.
Use tokenized public links for customer order view, payment, shipment tracking, and quote approval.
Help customers review invoice balances, pay eligible invoices, download PDFs, and track shipments from the portal.
Help customers download visible documents and manage optional email preferences from the portal.
Configure order-source defaults, connector-owned channels, customer portal access, shared links, and portal branding.