> ## 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.
# Customer Returns
> Use Returns to create RMAs, receive returned items, inspect condition, choose what happens to the stock, and complete the customer settlement.
## Where Returns Work Happens
* **Returns**: customer service workspace for creating and managing RMAs.
* **Return detail**: the action page for receiving, labels, exchanges, restocking fees, vendor returns, and settlement review.
* **Warehouse > Receiving**: warehouse intake can open authorized RMAs that are waiting to arrive.
* **Warehouse > Returns**: warehouse-side view for returned items that are waiting on inspection or disposition.
* **Vendor Returns**: purchasing/AP workspace for items that must be sent back to a vendor.
## Return Statuses
* **Authorized**: the RMA has been created and is waiting for the customer return to arrive.
* **Received**: items arrived and still need inspection or disposition.
* **Inspecting**: staff are reviewing item condition before final disposition.
* **Closed**: the return is complete and settlement has run.
* **Cancelled**: the RMA was stopped before completion.
**Watch the urgency indicators**
Older authorized returns, received returns waiting too long, and advance replacements due soon
are highlighted so the team can follow up before the return becomes stale.
## Create an RMA
1. Go to **Returns**.
2. Click **Create RMA**.
3. Search for the original order.
4. Select the order.
5. Choose each item being returned and confirm the return quantity.
6. Add a clear reason for the return.
7. Click **Create RMA**.
**Create returns from the original order**
A return needs the original order context so Arcus can connect the account, item quantities,
marketplace listing labels, refund amount, inventory history, and downstream settlement.
## Use the Return Detail Page
Return detail is the control page for the RMA. The action buttons change as the return moves
through the lifecycle.
* **Receive + Dispose**: opens the single-screen receiving workflow.
* **Receive Only**: records arrival now and leaves disposition for later.
* **Ship Advance Replacement**: creates a replacement order before the customer item comes back.
* **Cancel RMA**: stops an authorized RMA before receiving.
* **Inspect & Disposition**: chooses condition and stock outcome after receipt.
* **Create Exchange Order**: creates an exchange order from received return items.
* **Create Vendor Return**: starts vendor return work when items should go back to the supplier.
* **Generate return label**: buys a prepaid return label when shipping is configured.
## Receive and Dispose Items
1. Open the RMA.
2. Click **Receive + Dispose** when the customer shipment arrives.
3. Confirm the quantity received for each item.
4. Choose the condition: **New**, **Used**, **Damaged**, or **Defective**.
5. Choose the disposition: **Restock**, **Write Off**, **Vendor Return**, or **Destroyed**.
6. If restocking, choose the final stock location.
7. Enter a serial number and notes when they apply.
8. Click **Mark as Received + Dispose**.
**Disposition drives the operational result**
Restock can put sellable inventory back into stock. Write Off, Vendor Return, and Destroyed
keep damaged or supplier-owned outcomes out of normal sellable stock.
## Restocking Fees and Settlement
* The Refund Summary shows the return amount, restocking fee, and net refund.
* Restocking fees can be edited before the RMA is closed.
* Entity defaults may auto-apply a restocking fee.
* When the RMA is closed, Arcus completes the financial settlement for the return.
* If a credit memo is issued, it appears in the Financial Settlement panel.
## Common Blocks
* **Create RMA is disabled**: select an order and at least one return item with a quantity above zero.
* **Order not found**: search by the original order number and confirm the order belongs to the current entity.
* **No items on the return**: reopen the create flow or review whether the RMA was created without selected items.
* **Cannot receive**: closed and cancelled RMAs do not allow further receiving or disposition.
* **Restock location missing**: choose a location before restocking items.
* **Return label fails**: confirm shipping settings, carrier connection, package size, package weight, and return address setup.
* **Customer needs the label**: confirm whether the label was sent automatically in your environment, then download and send it manually if needed.
* **Vendor return button missing**: at least one item must be dispositioned for vendor return first.
## Related Articles
Help customers track authorized RMAs in the portal while staff create and manage returns internally.
Use the order detail return drawer, receive returned items, and choose disposition.
Build a sales order, add customers, set addresses, and add products.
Understand draft, open, paid, fulfilled, cancelled, and voided states.
Record cash, card, ACH, check, wire, external, terms, or credit payments.
Track stock, locations, reorder points, and inventory movement history.