Return Request Workflow
11 min
Feature Overview
The return request (RMA) workflow lets you start a return for items on an order without leaving the page you're on. A multi-step dialog guides you through choosing items and quantities, giving a reason for each, confirming your contact information and reviewing the request before you submit it. It replaces the legacy SHI.com return workflow and brings returns into SHI One. You get one place to start a return and a clear view of what happens next.
Key outcomes include:
- Start a return directly from your orders, in a dialog that keeps you on the page.
- Return different items, quantities and reasons in a single request.
- Provide the details and photos your RMA team needs up front.
- Receive on-screen confirmation and a confirmation email after you submit.
Key Terms Explained
- RMA (Return Merchandise Authorization): A request to return items from an order for approval, followed by a refund or credit.
- Return request dialog: The multi-step window where you build and submit your return.
- Returnable item: An order item eligible for return. Only returnable items appear in the dialog. Eligibility follows the same rules as legacy SHI.com.
- Return reason: The reason you select for each item. Each reason shows its own follow-up questions.
- Review Request: The final step, where you check everything before you submit.
- SO / PO: The original sales order and purchase order numbers for the order you're returning.
- Account Team: Your SHI team contacts, linked from the confirmation screen.
Functionality Overview
You can:
- Start a return from the View Orders page or from an order's details.
- Select multiple items and use a different reason for each.
- See each item's photo, name, manufacturer part number, unit price, original quantity ordered and return quantity.
- Answer whether the package has been opened, and how many boxes are open if there are several.
- Upload photos where a reason requires them.
- See an estimated total refund amount on the review step.
Additional capabilities:
- Your name and email are prefilled from your profile, and your phone number is prefilled when available. You can edit all three.
- Return reason-specific questions include:
- Incorrect item sent: whether it was a vendor mis-ship, a sales order entry error, or you accidentally ordered the wrong part. For a vendor mis-ship, tell us which part you received and which you ordered, and upload photos (required).
- Defective: a detailed description and the manufacturer tech support case number, if you have one.
- Dead On Arrival: how you determined it, any troubleshooting steps, and the manufacturer case number, if available.
- Configured incorrectly: a description of the incorrect configuration.
- No longer wants/needs item: your reason, such as no longer needed, late arrival or unmet expectations.
- Sent greater quantity: how many you expected and how many arrived.
- Item arrived damaged: a description of the damage and required photos of the unit serial tag, box serial tag (both numbers readable), full front, back, left and right views of the box, and the damage including surrounding area and packing.
- Your confirmation screen shows the original SO number, PO number and SO order date, plus a timeline of Return Approved, Return Items and Credit Issued.
- You receive a confirmation email listing the requested items, quantities, reasons, whether the package was opened and any additional info. Your RMA team or sales rep gets a detailed email, including your photos, and contacts you by email with next steps.
Notes or constraints:
- Only returnable items appear in the dialog.
- You can't submit more than one RMA for the same item.
- Submitting a return doesn't change the delivery status of the original sales order.
- The return order is created when the RMA is approved. It doesn't link back to the original sales order.
- Return method selection (such as drop-off or pickup) isn't part of this workflow.
- The confirmation screen doesn't show an RMA number.
Getting Started
Accessing Return Requests
Start a return from the View Orders page using the Actions menu on an order, or from an order's details using the return (Return/RMA) icon. Both open the return request dialog.
Prerequisites
- Accounts/roles required: You need permission to request order returns and to view orders.
- Configuration required: None described.
- Data required: An order with at least one returnable item. Have photos ready for damaged items or vendor mis-ships.
Using Return Requests (Step-by-Step Guides)
Submit a Return Request
- Open View Orders and find the order.
- Open the Actions menu and select the return option. You can also select the Return/RMA icon in the order details.
- Select the items you want to return.
- Set the return quantity for each selected item.
- Choose a return reason for each item.
- Answer the questions that appear, and say whether the package has been opened.
- Upload photos if prompted.
- Select the next step to continue.
- Check your name, email and phone number, and edit them if needed.
- On Review Request, check your items, quantities, reasons, contact details and the estimated refund.
- Submit the request.
Result: A confirmation screen appears saying your request has been submitted and is awaiting approval from the vendor. You also receive a confirmation email.
Use Cases & Scenarios
Primary Use Cases
- Return an item that arrived damaged, with photos.
- Report a wrong item, quantity or configuration.
- Return a defective or dead-on-arrival item and share your manufacturer support case.
- Return items you no longer need.
Best Practices
- Take photos before you discard any packaging.
- Make sure serial numbers are readable in your photos.
- Include troubleshooting steps and case numbers to speed up review.
- Check your phone number before you submit.
- Use Account Team on the confirmation screen for questions or changes.
Troubleshooting and FAQs
Common Issues
The return option isn't available for my order.
- The order may have no returnable items.
- You may not have permission to request returns.
I can't submit a request for an item.
- A request may already exist for that item.
My photos won't upload.
- Use a supported image type.
- Keep your photos within the size limit.
I see an error when submitting.
- Wait a few minutes and try again, especially if you see a message that a request was just submitted.
FAQs
Do I get a shipping label right away? No. Your RMA team or sales rep contacts you by email with next steps after review.
Can I return items with different reasons? Yes. Each item has its own reason.
Will my order status change? No. Submitting a return doesn't change the delivery status of the original order.