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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.

This guide focuses on the operator path from an existing order. Use it when a customer contacts support and the team needs to create a return, issue a refund-only outcome, or process returned goods at the dock.

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Start From The Original Order

Start from the original order whenever possible. The order keeps the return tied to the customer, line items, quantities already returned, marketplace listing context, fulfillment history, refund amount, and settlement review.
Create Return Authorization modal with original order search and item selection

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Choose The Return Type

The Request Return drawer supports three outcomes.
  • Standard return: creates an RMA for items the customer will ship back.
  • Advance replacement: creates the RMA and starts replacement work before the customer item arrives.
  • Refund only: issues a refund when the customer keeps the item and no RMA receipt is expected.
Refund only does not create returned stock. Use it only when the business decision is to let the customer keep the item.

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Create The Return From An Order

  1. Open the order.
  2. Open Request Return.
  3. Choose the return type.
  4. For standard or advance replacement, select each item being returned.
  5. Confirm the remaining quantity for each item.
  6. Choose a return reason, such as defective, wrong item, no longer needed, damaged in shipping, or other.
  7. Click Create Return.
  8. Review the new RMA detail page.
For refund only, enter the refund amount instead of selecting return items, then click Issue Refund.

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Receive Returned Items

When the customer shipment arrives, open the RMA and choose the receive workflow that matches the situation.
  • Receive + Dispose: use when the dock can receive, inspect, and decide the stock outcome in one pass.
  • Receive Only: use when the dock should record arrival now and leave inspection or disposition for later.
  • Inspect & Disposition: use after receipt when the team still needs to choose condition and outcome.
Return detail page with progress, items, refund summary, return label, timeline, and settlement state

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Receive + Dispose In One Screen

Use Receive + Dispose when the person receiving the package can complete inspection decisions immediately.
  1. Confirm the RMA number, customer, and original order.
  2. Confirm the received quantity for each line.
  3. Choose the condition: New, Used, Damaged, or Defective.
  4. Choose the disposition: Restock, Write Off, Vendor Return, or Destroyed.
  5. If restocking, choose the final stock location.
  6. Enter a serial number when the returned unit is serialized.
  7. Add notes for damage, missing parts, customer packaging, or inspection details.
  8. Click Mark as Received + Dispose.
Closed and cancelled RMAs do not allow additional receipt or disposition work.

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Choose The Right Disposition

Disposition controls what happens to returned stock after inspection.
  • Restock: use for sellable items that should return to available inventory at the selected location.
  • Write Off: use when the item should not return to sellable inventory and the loss should be recorded.
  • Vendor Return: use when the item should be sent back to the supplier instead of being sold or destroyed.
  • Destroyed: use when the item is physically scrapped, discarded, or otherwise removed from usable stock.
Do not restock damaged, defective, incomplete, or customer-modified items just to clear the RMA. Use write off, vendor return, or destroyed when the item should stay out of sellable inventory.

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Warehouse Holding Queue

The Warehouse Returns tab is the holding queue for returned items that arrived but still need ownership, inspection, or disposition. Use it to prevent received stock from disappearing into an unmanaged shelf.
Warehouse Returns tab with search and return holding queue

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Settlement Review

After receipt and disposition, review refund, restocking fee, exchange, replacement, credit memo, and settlement status from the return detail page. Do not close the RMA until the physical outcome and customer settlement match the business decision.

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Common Blocks

  • No items can be selected: the order line may already be fully returned or no eligible remaining quantity exists.
  • Create Return is disabled: select at least one item and a quantity above zero, or enter a refund-only amount.
  • Wrong return type was chosen: cancel the unfinished RMA when appropriate and create the correct return from the order.
  • Receive + Dispose is unavailable: check whether the RMA is closed, cancelled, or still missing required item data.
  • Restock location is missing: choose a valid final stock location before restocking.
  • Serialized item has no serial: enter or scan the returned serial before completing receipt.
  • Item should go to vendor: choose Vendor Return as the disposition, then use the vendor return workflow.
  • Refund does not match expectation: review restocking fees, received quantities, exchange or replacement choices, and settlement state before closing.

Customer Returns

Create RMAs, receive returned items, inspect condition, choose disposition, and close customer returns.

Vendor Returns

Send supplier-owned or defective items back to a vendor.

Warehouse Overview

Use warehouse receiving, returns holding, bins, relocations, transfers, and cycle counts.

Portal Returns and RMA Links

Let customers request eligible returns from public RMA links and track authorized RMAs in the portal.