# Merchandise returns

Sales and orders

A **merchandise return** (often called an RMA) is a customer's request to send back items from an order - for a refund, a replacement or a repair. Customers file it from their account; staff review and process it in the admin.

### Enable returns

Open **Settings → Sales settings**, tab **Merchandise returns**.

![The Merchandise returns tab of the sales settings with Enable Returns System, number of days, pickup options, and the reasons and actions grids](https://grandnode.com/Plugins/Theme.GrandNodeCom/Content/kb/sales/sales-settings-returns.webp)

Settings → Sales settings → Merchandise returns.

| Setting | What it does |
|---|---|
| Enable Returns System | Shows the return option to customers. |
| Number of days that the merchandise return is available | The return window, counted from the order date. 0 means no limit. |
| Allow to specify return pickup address / date | Lets the customer give an address and a date for a courier pickup; the date can be made required. |
| Merchandise return reasons | The reasons a customer picks from, for example "Received wrong product". |
| Merchandise return actions | What the customer wants: Repair, Replacement, Store credit... |

A return is possible only for items that were **delivered**, within the window, and for products without **Product is not returnable** ticked.

### How a customer requests a return

In **My account → Orders** the order details show a return button for eligible orders. The form lists the delivered items: the customer chooses the quantity, a reason and an action for each, and adds a comment.

![The storefront form Return item(s) from order #4 with the item, quantity, return reason and action drop-downs and a comments field](https://grandnode.com/Plugins/Theme.GrandNodeCom/Content/kb/sales/storefront-return-request.webp)

The return form on the storefront.

### Process a return

1. Open **Sales → Merchandise returns**. New requests have the status **Pending**.
2. Open the return to see the items, quantities, reason, requested action and the customer's comment.
3. Set the **Merchandise return status** as you progress: *Accepted*, *Rejected*, *Cancelled* or *Completed*. Add a **Staff note** and an **External identifier** (your carrier or ERP reference) if you use one.
4. Tick **Notify customer about status change** to e-mail the customer when you save.
5. Refund the money on the order's payment transaction if the action is a refund - the return itself does not move money.

![The Merchandise returns list with return 1 for order 4, quantity 1, total 39.00, customer, pending status and date](https://grandnode.com/Plugins/Theme.GrandNodeCom/Content/kb/sales/merchandise-returns.webp)

Sales → Merchandise returns.

![Editing merchandise return 1: status Pending, customer comment about a scratched plate, staff notes, and the returned item KB Speaker Stand with reason and action](https://grandnode.com/Plugins/Theme.GrandNodeCom/Content/kb/sales/merchandise-return-edit.webp)

A return: status, comments and the returned items.

The **Merchandise returns notes** tab keeps a conversation with the customer; notes marked to display are visible in their account.

### Tips and common mistakes

- If customers say the return button is missing, check that the order is delivered (not just shipped) and within the window.
- Restock returned items by hand on the product's inventory tab after you inspect them.

### Related

- [Shipments](https://grandnode.com/sales-shipments)
- [Payments and payment transactions](https://grandnode.com/sales-payments)

- [Web page](https://grandnode.com/sales-merchandise-returns)