How to Process a Return in ShipHero WMS

Learn how to manually create an RMA, process returned inventory, assign restocking bins, and manage return statuses for accurate refunds in ShipHero.

May 22, 2026 By James Kernan

This guide walks through manually creating a Return Merchandise Authorization (RMA) and processing a return in ShipHero WMS. By following these steps, you will learn how to properly record returned inventory, assign it to a restocking bin, and select the correct return status to ensure downstream systems trigger refunds accurately.

This workflow applies to warehouse operators, fulfillment teams, or return specialists managing RMAs and receiving returned inventory directly into the ShipHero system.

Creating the RMA

Step #1: Select the specific Order you want to create a return for. — Select the specific **Order** you want to create a return for.

Step #2: Click Return Order to initiate a new return. — Click **Return Order** to initiate a new return.

Step #3: Set the return Quantity and choose a Reason for the return from the dropdown menu. — Set the return **Quantity** and choose a **Reason** for the return from the dropdown menu.

Step #4: Click Do Not Email Customer Return Label if this is a self-return or the shipping label is being handled outside of ShipHero. — Click **Do Not Email Customer Return Label** if this is a self-return or the shipping label is being handled outside of ShipHero.

Step #5: Click Generate RMA to create the authorization. — Click **Generate RMA** to create the authorization.

Ensure the package weight is greater than zero before generating the RMA, or ShipHero will display an error message preventing the return creation.

Step #6: Click OK on the success modal once the RMA is successfully generated. — Click OK on the success modal once the RMA is successfully generated.

Processing the Return and Restocking

Step #7: Click View on the newly created RMA to open the return processing screen. — Click **View** on the newly created RMA to open the return processing screen.

Step #8: Scan the item's UPC or manually enter the quantity received and the quantity to be restocked. — Scan the item's UPC or manually enter the quantity received and the quantity to be restocked.

Step #9: Click Choose A Bin to select the specific warehouse location where the item will be restocked. — Click **Choose A Bin** to select the specific warehouse location where the item will be restocked.

You must select a restocking bin. If you leave the bin location blank, ShipHero will skip the SKU and the return will fail to process fully when you attempt to save.

Step #10: Click the Status dropdown to assign the physical condition of the returned item. — Click the **Status** dropdown to assign the physical condition of the returned item.

Return Statuses and Auto-Refunds

The return status you select directly impacts whether the customer automatically receives a refund. Review the standard options below to ensure proper financial processing:

Return Status	When to use	Refund Action
Complete	The item is in sellable condition and has been restocked.	Triggers automatic refund.
Damaged	The item is returned damaged and cannot be restocked normally.	Does NOT trigger automatic refund.
Manual Review	The return requires further inspection before processing.	Does NOT trigger automatic refund.
Missing	Expected items were not included in the return package.	Does NOT trigger automatic refund.

Step #11: Once you have selected a bin and status, click Save Changes. — Once you have selected a bin and status, click **Save Changes**.

Step #12: Click OK on the final confirmation modal to complete the return. — Click OK on the final confirmation modal to complete the return.

FAQ

Q: Why didn't my return go through when I clicked Save Changes?

A: You must select a specific restocking bin. If the bin field is left blank, the return process will skip the item and fail to complete. Go back and ensure a valid bin is selected for every restocked item.

Q: Do damaged returns automatically refund the customer?

A: No. In most automated refund setups, only returns marked as "Complete" will automatically trigger a refund. If you flag a return as Damaged, Missing, or Manual Review, a manual refund must be issued directly from your e-commerce platform.