Returns

Carrier Return (RTS)

Handle packages returned by the carrier due to bad address, refusal, or delivery failure.

Use a carrier return (RTS) when the carrier sends an outbound package back because of a delivery failure, refusal, or address issue.

Creating a Carrier Return

  1. Open Returns (opens the Cybership dashboard in a new tab) and select Create Return → Carrier Return (RTS).
  2. Select the original order. It must be fully fulfilled and must not already have an RTS return.
  3. Review the included items and original shipment details, choose the receiving warehouse, and record the return reason.
  4. Add notes if needed. Customer notes are public; merchant notes are internal.
  5. Click Create Return.

RTS includes the order's items automatically and starts at Pending. No new return label is needed because the carrier is returning the original shipment. Only one RTS return can be created for an order.

Receiving the Package

Follow the inspection workflow. Record what actually arrived, including missing quantities and damaged items, before confirming receipt.

For a customer-requested return of selected items, use Customer-Initiated Returns. For a package without a matching order, use Manual Returns.

Customer-Initiated Returns

Process returns when a customer requests to send back items from an existing order.

Manual Returns

Create a return without an existing order in the system.

On this page

Creating a Carrier ReturnReceiving the Package