--- title: Fulfillment Hub USA – How to Create Returns (RMAs) in ShipHero description: Create and track RMAs in ShipHero with Fulfillment Hub USA. Learn how to set up returns, select items, generate labels, and handle obscured customer data. --- [Skip to content](https://knowledgebase.fulfillmenthubusa.com/fulfillment-hub-usa-how-to-create-returns-rmas-in-shiphero#main-content) English Show submenu for translations ![FHU-LOGO-DESKTOP.png\]](https://knowledgebase.fulfillmenthubusa.com/hs-fs/hubfs/FHU-LOGO-DESKTOP.png?height=43&name=FHU-LOGO-DESKTOP.png) Open main navigation Close main navigation - English Show submenu for translations - Go to fulfillmenthubusa.com Go to fulfillmenthubusa.com Hello. How can we help you? - There are no suggestions because the search field is empty. 1. [Fulfillment Hub USA Knowledge Base](https://knowledgebase.fulfillmenthubusa.com/?hsLang=en) 2. [Return Management](https://knowledgebase.fulfillmenthubusa.com/return-management?hsLang=en) # Fulfillment Hub USA – How to Create Returns (RMAs) in ShipHero ## This workflow is how Fulfillment Hub USA uses ShipHero to create and track RMAs, ensuring that returns are received correctly, refunds/credits are accurate, and any exchanges or replacements are processed smoothly. ShipHero lets us create **Return Merchandise Authorizations (RMAs)** so we can properly track merchandise that customers send back to our warehouses. With RMAs, Fulfillment Hub USA can: - Receive returned merchandise **back into the system** - Accurately calculate **credits and refunds** - Process **exchanges** when applicable If you need details on how to create an **exchange order** in ShipHero, please refer to the dedicated Exchange article. This guide covers how to create a **manual return (RMA)** in ShipHero using the **desktop interface**. For configuration and policies, see **How to Set Up Returns**. > **Note for 3PL clients:** > Child accounts *can* create RMAs. However, for the RMA to be visible to the 3PL (Fulfillment Hub USA), the **3PL’s warehouse must be selected** as the return warehouse when creating the RMA. Make sure your child accounts are aware of this requirement. --- #### Step-by-Step: Creating a Return (RMA) in ShipHero 1. **Open the Order Details page** - Find and open the order you want to create a return for in ShipHero. 2. **Start the Return** - Scroll to the **Actions** section on the Order Details page. - Click **Return Order**. - A new **Return Order** page (RMA screen) will open. 3. **Select Products to Return** - In the return order screen, check the box next to each **product** that should be included in the return. - Only selected lines will be part of the RMA. - *(This is where your screenshot `Screen_Shot_2019-06-26_at_9.52.53_AM.jpg` should appear.)* 4. **Set Quantities, Reasons, and Types** - For each selected line: - Enter the **Quantity** to return. - Choose a **Return Reason** from the dropdown (e.g., damaged, wrong item, customer remorse, etc.). - Select a **Return Type** (e.g., refund, exchange, store credit, depending on your configuration). 5. **Add Internal Notes (Optional)** - For each line item, you can add a **Note**. - These notes appear on **Returns \> All Returns** under the **Internal Notes** column and can be exported for reporting or audit purposes. 6. **Review Customer Information** - Check the **Customer Information** section on the RMA page. - This data is pulled automatically from the **original order** (name, address, email, etc.). - Confirm it’s accurate, especially if you’ll be generating and emailing a return label. 7. **Configure Return Options** In the **Return Options** section: - Select the **Return to Warehouse** (the FHU warehouse that will receive the returned merchandise). - Choose whether to **email the customer the return label**: - By default, ShipHero will email the label to the **customer email address** shown in the Customer Information section. - If you do **not** want to email the label automatically, select **“Do not email customer return label”**. 8. **Review Shipping Info for the Return** In the **Shipping Info** section: - Adjust the **Weight** if needed. - Select the **Return Label Type**. - Choose the **Shipping Carrier** and **Method** that will be used for the return shipment (e.g., UPS Ground Return). 9. **Generate the RMA** - Once everything is reviewed and correct, click **Generate RMA**. - ShipHero will create the RMA record and, if configured, generate and send the return label according to your settings. --- #### How to Generate an RMA When Customer Data is Obscured In some cases (for privacy or data protection reasons), the customer’s address or contact details may appear **obscured** on the order. If customer information is hidden: - You **must obtain the actual customer data** before generating a return label. - Reach out to the customer (or your client, if you are operating as a 3PL) to confirm: - Correct **name** - **Shipping address** for the return label - **Email address** (if the label will be emailed) Then: 1. Update the **Customer Information** fields in the order or RMA screen with the **real, unobscured data**. 2. Once the data is correct and complete, you can proceed to **generate the return label** as described above. > Without valid customer data, ShipHero **cannot** generate a functional return label. - [FAQs](https://knowledgebase.fulfillmenthubusa.com/faqs?hsLang=en) - [Troubleshooting](https://knowledgebase.fulfillmenthubusa.com/troubleshooting?hsLang=en) - [General](https://knowledgebase.fulfillmenthubusa.com/general?hsLang=en) - [Reports](https://knowledgebase.fulfillmenthubusa.com/reports?hsLang=en) - [Integrations](https://knowledgebase.fulfillmenthubusa.com/integrations?hsLang=en) - [Return Management](https://knowledgebase.fulfillmenthubusa.com/return-management?hsLang=en) - [Store Integration](https://knowledgebase.fulfillmenthubusa.com/store-integration?hsLang=en) - [Platform User Guides](https://knowledgebase.fulfillmenthubusa.com/platform-user-guides?hsLang=en) - [Inventory Management](https://knowledgebase.fulfillmenthubusa.com/inventory-management?hsLang=en) - [Order Management](https://knowledgebase.fulfillmenthubusa.com/order-management?hsLang=en) [![Chill listening crop-3](https://knowledgebase.fulfillmenthubusa.com/hs-fs/hubfs/FHU_big_scaled-05.png?width=56&height=24&name=FHU_big_scaled-05.png "Chill listening crop-3")](https://fulfillmenthubusa.com) Reach out, if you need more information. 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