When you click on a specific return, you will be taken to the RMA page. This page provides a complete overview of the return and all related information.
RMA ID
At the top of the page, you will find the unique RMA ID assigned to the return.
PRODUCT INFORMATION
The Product Information section displays details about the returned item, including:
- Product name
- Variant
- SKU
- Product price (adjusted to reflect the amount actually paid by the customer)
- Selected return reason
- Optional internal comments
If the return includes an exchange, you will also see the replacement product selected by the customer during the return process.
Depending on your return settings, the exchange item may either:
- Remain on hold in Shopify until the return has been completed, or
- Already have been released in Shopify and be ready for fulfillment
RMA DETAILS
Order details
The Order Details section contains:
- Order date
- Shopify order number
- Shopify order ID
The order ID is clickable and opens the corresponding order directly in Shopify in a new browser tab.
Return details
If the customer has requested a refund, the refund amount is displayed here.
Depending on your return policy, this section may also show:
- Any return shipping fee already paid by the customer
- Any amount that will be deducted from the refund for the return label
The return status indicates whether the return is still in process (Open) or has been fully processed (Completed).
Customer Information
The Customer Information section displays the customer's:
- Name
- Email address
- Phone number
- Shipping address
Clicking the customer's email address automatically copies it to your clipboard, making it easy to contact the customer when needed.
Addresses are displayed in the following format:
Street and house number
City, ZIP/postal code, Country
Shipping
The Shipping section contains information about the return shipment, including:
- Shipping status (Started, In Transit, or Completed)
- Selected carrier
- Tracking number
- Package number (often identical to the tracking number)
- Labelless code (if available)
- Shipping label
- Restocking address
The tracking number is clickable and will be copied to your clipboard when selected, allowing you to quickly track the shipment on the carrier's website.
To view or download the return label, click Show.
Timeline
The Timeline provides a complete history of events related to the return.
This may include:
- Shopify order and return events
- Carrier tracking updates
- Internal actions and notes
You can add internal notes to communicate within your team. These notes are not visible to customers.
When a note is added, the name of the user who created it is displayed alongside the note.
Files
The Files section is typically empty for standard returns.
This feature is primarily used for claims, where customers may upload supporting documentation such as photos or other attachments.