Objective: The purpose of this document is to familiarize the user with the process for adding a return order through the “Add Return” section of the “Returns” tab. 

If a customer user is not currently using a third party platform (Loop Returns, Return Magic, Returnly) to process their returns, they will need to be entered manually. If you would rather watch a quick video on the Returns process, click here. 


Upon opening the section, the following forms appear on the screen:

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Fig. 1.0 – Opening Screen

The “Return Information” form requires 2 pieces of information from the user: 

  1. Customer Number - Enter the customer order number.

  2. Tracking – The tracking number for the returned package or any identifying tracking information. The data that is input into the “Tracking” field will be hyperlinked to a Google search of that data. For example, if an actual tracking number is entered, after the return is saved, that tracking number will become a hyperlink. If the user clicks on the hyperlink, a new tab with a Google search of the tracking number will open.

The “Return Information” form also allows the user to between an expected and an unexpected return, the creation date for this return, and a description of the return.

The “Customer Information” form requires only the “Last Name” of the customer for the return. However, the “Customer Information” form allows the user to input the “First Name”, an email and a phone number as well for the customer. 

There are also options at the bottom of these two forms to add either items directly to the return that are not part of an already existing order or to add an entire order to the return. Follow the subsequent “Steps” section for a walkthrough of how to create a return.


  1. Fill out the required information:

    1. Customer Number

    2. Tracking

    3. Customer’s Last Name

  2. Add Items to the return. There are two main ways to add items to the return:

    1. “Add Item without order”

      1. This option allows the user to individually add items without requiring a pre-existing order. 

      2. Search the SKU of the Item

      3. A table will display with all the matches for the entered SKU with an open form to input the quantity of the items the user desires to add:

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Fig. 2.0 – Adding an individual item to a return with the Quantity field highlighted

  1. The table below the two forms will display the newly added item:

Fig. 2.1 – Updated Table View

  1. “Add from Order”

    1. Alternatively, the user may add an order as a return.

    2. Search for the Order ID in the field

    3. A table will display with all the orders that match the ID entered:

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Fig. 3.0 – Order Search Results

  1. Enter the quantity of the order/item desired and the reason for the Return

  2. The table below the two forms will display the newly added order:

Fig. 3.1 – Updated Table Results

  1. In addition to this, adding from an order will also update the following fields in the above two forms, if available:

    1. Customer Number

    2. Description

    3. First Name

    4. Last Name

  1. The last step for the user to take is to click the “Create Return” button in the bottom right-hand corner of the screen.

  2. After clicking “Create Return”, the user will be redirected to the “Expected Returns” page with the recently created return’s details:

    1. NOTE: The user may still edit the return’s details

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Figure 4.0 – Recently Created Return Screen