Customer-Initiated Returns

Create a return from an existing order when a customer wants to send items back.

Creating a Customer-Initiated Return

1. Open Returns (opens the Cybership dashboard in a new tab), select Create Return → Customer-Initiated, and choose the order.
2. Select the items, quantities, and return reasons. Only quantities not already included in active returns are available; cancelled returns do not reserve quantities.
3. Choose the receiving warehouse. Check the suggested package dimensions and weight, including packaging, before buying a label.
4. Add notes if needed. Customer Notes appear on the public tracking page; Merchant Notes are internal.
5. Click Create Return. The return receives an RMA and starts at Awaiting Label.

You can create separate returns for an order as long as eligible quantities remain. Use Edit while the return is still open to correct details supported by the form.

Generating a Return Label

Open the return, choose Generate Label, select a carrier and service, and purchase the label. The customer is the sender and the warehouse is the destination. Send the label by email when needed; Resend Label sends an existing label again.

After label generation, the return moves to Pending. The public tracking page shows the RMA, items, status, tracking, and inspection results. Check package weight before purchase to avoid an incorrect rate or later carrier adjustment.

Processing the Return

When the package arrives, follow the inspection workflow. A customer shipping their own package does not make it a carrier return: RTS is for outbound packages returned by the carrier.