Approvals, Labels & Tracking

This guide covers the approval process for returns, generating shipping labels, and tracking packages throughout the return journey.

Return Approvals

Approval Queue

Returns requiring review appear in the Approval Queue:

1. Navigate to Returns → Pending Approval
2. Review each return's details
3. Take action: Approve, Request Info, or Reject

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Approval Queue View

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Review Checklist

When reviewing a return, consider:

• Is the return within the allowed window?
• Does the reason match your policy?
• Are required photos provided and clear?
• Is the item eligible for return?
• Are there any notes from the customer?

Approval Actions

Approve

• Generates shipping label (if applicable)
• Sends customer notification
• Moves to "Approved" status

Request More Information

• Sends request to customer
• Pauses the return workflow
• Waits for customer response

Reject

• Records rejection reason
• Notifies customer with explanation
• Offers alternatives if configured

Bulk Approvals

For high-volume processing:

1. Go to Returns → Pending Approval
2. Select multiple returns using checkboxes
3. Click Bulk Approve
4. Confirm the action

Generating Labels

Single Label Generation

Generate a label for an approved return:

1. Open the RMA details
2. Click Generate Label
3. Select carrier and service
4. Confirm package dimensions
5. Click Create Label

Label Options

Automatic Label Generation

Configure auto-generation after approval:

1. Go to Settings → Returns → Automation
2. Enable Auto-generate labels on approval
3. Set default carrier and service
4. Labels are created when returns are approved

Label Delivery

Labels are delivered to customers via:

• Email - PDF attachment with instructions
• Portal Download - Customer can download from return portal
• SMS - QR code link (if enabled)

Label Format

ReturnMate generates labels in:

• PDF format for printing
• ZPL format for thermal printers

Tracking Returns

Tracking Dashboard

View all in-transit returns:

1. Navigate to Returns → In Transit
2. View tracking status for each return
3. Filter by carrier, date, or status

Tracking Statuses

Automatic Tracking Updates

ReturnMate automatically updates tracking by:

• Polling carrier APIs regularly
• Processing webhook notifications
• Updating RMA status accordingly

Manual Tracking Entry

For customer-paid returns, manually add tracking:

1. Open the RMA details
2. Click Add Tracking
3. Select carrier
4. Enter tracking number
5. Save

Tracking Notifications

Configure customer notifications for tracking events:

• Shipped - When label is first scanned
• In Transit - Major transit milestones
• Arriving Today - Delivery day notification
• Delivered - Confirms receipt

Handling Exceptions

Lost Packages

If a package appears lost:

1. Check tracking for last known location
2. Contact carrier to initiate trace
3. Communicate status to customer
4. Determine resolution (replacement label, refund)

Delayed Deliveries

For packages significantly delayed:

1. Monitor tracking closely
2. Proactively update customer
3. Extend return window if needed
4. Consider alternate resolution

Damaged in Transit

If package arrives damaged:

1. Document with photos
2. Note damage on receiving record
3. File carrier claim if applicable
4. Process return as appropriate

Advanced Features

Collection Booking

Schedule carrier collection from customer:

1. Open the approved RMA
2. Click Book Collection
3. Enter customer's address and availability
4. Select collection date
5. Confirm booking

Multi-Piece Shipments

For returns with multiple packages:

1. Click Add Package to add another
2. Configure each package's details
3. Generate labels for all packages
4. Each package gets tracking

Return to Different Location

Route specific returns to alternate locations:

1. In RMA details, click Change Destination
2. Select the target location
3. Confirm the change
4. New label reflects updated address

Reports & Analytics

Label Analytics

Track label generation metrics:

• Labels generated per day
• Average time from approval to label
• Carrier breakdown
• Cost per label

Tracking Analytics

Monitor tracking performance:

• Average transit time by carrier
• Delivery success rate
• Exception frequency
• Time from label to delivery

Related Articles

• Returns Workflow
• Carriers & Label Formats
• Tracking & Label Issues