Process returns: RMAs and credits

When a customer sends something back, two records do two different jobs. An RMA (Return Merchandise Authorization) authorizes which lines may come back and tracks the physical return. A sales credit (a credit note) issues money back against the order. You raise both from the order's own detail page — RMAs on the RMAs tab, credits on the Credits tab — and you can raise RMAs for many orders at once from the list.

A few terms used on this page

• RMA — the return authorization. It names the lines and quantities a customer may return, and later records what was physically received. Creating an RMA doesn't move stock or money by itself.
• Sales credit — a credit note that puts money back on the order. It can stand alone (a money-only adjustment) or link to an RMA.
• Return receipt — the intake step that restocks returned inventory. It happens on the RMA, not here.

For the full picture of which step restocks inventory versus posts money — and the COGS effects of returning after fulfillment — see Returns, credits, and refunds.

Before you begin

Requirement	Why it's needed
Create returns permission	The single-order Create RMA button on an order's RMAs tab appears only with it. (The list's bulk Generate RMAs action isn't gated by this permission — it shows regardless.)
Refund sales orders permission	The Create Credit and delete-credit actions on the Credits tab require it.
At least one fulfillment (for RMAs)	You can only return what shipped. The RMAs tab stays disabled until the order has at least one fulfillment, with the tooltip "RMAs can only be created after the order has at least one fulfillment." Credits have no such requirement.
An open (non-cancelled) order for new credits	On a cancelled order with no credits yet, the Credits tab is disabled.

tip

The examples below use SO-DOCS-0001 (customer Blue Bottle Retail, warehouse Main Warehouse) so you can follow along.

RMA or sales credit — which do you need?

These two records are independent. You often use both for one return, but not always.

	RMA	Sales credit
What it does	Authorizes a return and tracks physical intake	Puts money back on the order
Moves stock?	Only when you receive it (the return-receipt step)	No
Moves money?	No	Yes — posts an accounting entry
Needs a fulfillment first?	Yes	No
Permission	Create returns	Refund sales orders
Where	RMAs tab, or list bulk action	Credits tab

If a customer returns goods you want back on the shelf, raise an RMA and receive it. If you owe the customer money (a refund, a goodwill adjustment, a price correction), issue a sales credit. When both are true, create the RMA and the credit and link them.

Create an RMA from an order

Raise a return authorization for one order from its detail page.

1. Go to Orders → Sales Orders and open the order — for example, SO-DOCS-0001.
2. Select the RMAs tab. If the tab is disabled, the order hasn't been fulfilled yet — fulfill it first.
3. Click Create RMA. The Create RMA dialog opens with this order already selected.
4. Choose the Return Warehouse — where the returned stock will come back to. It defaults to your default warehouse.
5. Set the Status: Draft to stage the RMA for later, or Approved to authorize it immediately. It defaults to Draft.
6. In the lines table, keep the products being returned checked and clear the rest. Each line shows Avail — the quantity still eligible to return (what shipped, minus quantities already credited on the order). Creating another RMA doesn't lower Avail; a sales credit does.
7. For each returned line, set Qty (up to Avail), pick a Return Reason, and add per-line Notes if useful.
8. Add any Additional Notes for the whole RMA.
9. Click Create RMA.

What you'll see: the order refreshes on the RMAs tab and the new return appears with its RMA #, creation date, a status chip, and a Received / Expected count. Click the RMA # to open the return's own page, where you receive stock against it and drive it through its lifecycle.

Only fulfilled units are returnable

The lines table shows only lines with a returnable quantity. If it reads "No returnable items found. Items must be fulfilled before they can be returned," nothing on the order has shipped yet — you can't return it. Create RMA stays disabled until at least one line is checked with a valid quantity and a warehouse is chosen.

Amazon FBA returns

When the order was fulfilled by Amazon (FBA), returns are handled on Amazon's side. Those rows carry an orange FBA Return chip, and the count column reads "12 returned to Amazon" instead of a Received / Expected figure — because the units go back to Amazon's fulfillment center, not your warehouse. See Amazon FBA, MCF, and externally fulfilled orders.

Generate RMAs for many orders at once

When a batch of orders needs returns raised together — for example after a recall — generate RMAs straight from the list.

1. Go to Orders → Sales Orders.
2. Select orders with their checkboxes, or switch the scope toggle to All to act on every order matching your current filters. See Bulk actions on the sales orders list.
3. From the bulk actions menu, click Generate RMAs. The Generate RMAs from Orders dialog opens and confirms how many orders it will cover.
4. Choose a Default warehouse. Each order uses its own fulfillment warehouse when one is available and falls back to this default otherwise.
5. Set the Initial status — Draft or Approved — for every RMA created.
6. Optionally set an RMA date.
7. Leave Skip orders that already have an open RMA checked to avoid duplicating returns; clear it to force a new RMA on every order.
8. Click Generate RMAs.

What you'll see: the run starts as a background job. A message reads "Generating RMAs — track progress in the job tray," and each order picks up its new RMA on its own RMAs tab as the job completes.

Issue a sales credit

A sales credit puts money back on the order. Issue one whether or not a physical return is involved.

1. Open the order and select the Credits tab.
2. Click Create Credit. The Create Sales Credit dialog opens; the credit number is generated for you.
3. Confirm the Credit Date.
4. Under Product Lines, check each line to credit. Every line shows Ordered and Creditable — the quantity still eligible for credit (lines already credited in full show a Fully credited chip and can't be selected).
5. For each selected line, set the Qty (capped at Creditable) and the per-unit Amount. The row Total and the running Total credit update as you type.
6. If the order has shipping, handling, or discount lines, credit them under Revenue & Adjustments. Each shows Original, Credited, and Remaining; enter a Credit Amount (or use Full / Zero). Inherited Tax is shown locked and scales with the amount. A credit amount can't exceed its remaining value.
7. Click Create Sales Credit.

What you'll see: the credit appears on the Credits tab with its Credit #, date, amount, and a status chip. Click the Credit # to open the credit's detail page. The credit also posts its own accounting entry, separate from the order's, which your connected accounting software mirrors — see Generate invoices, packing slips, and accounting.

Prorate a discount across the credited lines

If you select product lines and a discount line, a Prorate discount proportionally button appears. It spreads the discount credit across the selected products by value and removes the standalone discount row — so the credited amounts match what the customer actually paid after the discount.

Crediting with or without an RMA

A sales credit stands on its own — you don't need an RMA to issue one, which is what makes it right for money-only adjustments and refunds. When goods are physically coming back, create an RMA too and link them so the return and the refund stay tied together. An exchange takes this further: it clones the order and auto-creates an approved credit for the total. See Resend and exchange an order.

Credits synced from a channel

A credit imported from a sales channel carries a small source chip (for example Shopify) next to its number, with a "Synced from …" tooltip. See How channel orders sync.

Delete a sales credit

1. On the Credits tab, find the credit's row.
2. Click the delete (trash) icon at the end of the row.
3. Confirm Delete in the "Delete Sales Credit" prompt.

The credit is removed and the order refreshes. Deleting a credit reverses its money-back effect; it doesn't restock any goods (that's the return-receipt step on the RMA).

Refunds versus store credit

Issuing a sales credit records that you owe the customer money back, but it isn't the same as handing it back. To move the actual money — record a refund payment, or push the balance to the customer's store-credit wallet — use the payments surface. See Record payments and apply store credit.

Next steps

• Returns, credits, and refunds — which step restocks stock versus posts money, and the COGS effects of returning after fulfillment
• Record payments and apply store credit
• Resend and exchange an order
• Fulfill a sales order
• Bulk actions on the sales orders list
• Sales orders overview