How to Start a Return

Last reviewed: June 9, 2026

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On this page

Use this workflow to create an authorized RMA from a customer invoice.

When to use this workflow

Use this workflow when a customer has requested a return and the return should be authorized against an invoice.

Do not use this workflow to receive returned goods after they arrive. Use Open Returns to complete or partially receive the RMA.

Before you start

Confirm:

  • The invoice number, customer, or order is known.
  • The customer is returning items that were invoiced.
  • The quantities being authorized are correct.
  • Whether the original shipping charge should be included in the return.
  • A return reason is known, if your process requires one.

Steps

  1. Go to Dashboard > Shipping & Receiving > Returns.
  2. Select Start a Return.
  3. Search for the invoice if it is not visible.
  4. Select Select on the invoice row.
  5. Review invoice, customer, order, and status information.
  6. Enter Return Reason if needed.
  7. Enter Qty to Return for each line being authorized.
  8. If shown and appropriate, select Include shipping costs in return?.
  9. Review subtotal, shipping, and total return amount.
  10. Select Create RMA.

What happens behind the scenes

PAX validates that at least one line has a return quantity greater than zero and that the return quantity does not exceed the available quantity for the invoice line.

PAX creates an RMA with status Authorized. The RMA number is based on the invoice number and receives a suffix when another RMA already exists for that invoice.

PAX stores the selected invoice lines, quantities, unit prices, inventory detail references, lot information, optional return reason, and optional shipping charge.

No inventory, credit memo, customer credit, AR, invoice status, or GL posting occurs at this stage.

Troubleshooting

The invoice is not listed

Likely cause: The invoice is outside the recent default list, has an ineligible status, or the search term does not match.

Safe fix: Search by invoice number, customer code, or customer name.

Contact support if: An eligible invoice cannot be found.

Qty to Return is disabled or limited

Likely cause: The invoice line has no quantity available to return, or previous RMAs already consumed part of the available quantity.

Safe fix: Review Qty Returned and Qty Available.

Contact support if: Prior returned quantity appears incorrect.

Create RMA is disabled

Likely cause: No line has a return quantity greater than zero.

Safe fix: Enter a valid Qty to Return on at least one line.

Contact support if: A valid quantity cannot be entered.

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