Fulfillment Hub USA – How to Create Returns (RMAs) in ShipHero

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.