Remote Resolve
Resolve return requests without requiring the customer to ship anything back.
Remote Resolve lets you close a return request without the customer shipping the item back. This is useful for low-value items, cases where return shipping costs exceed the item value, or when you can resolve the issue by sending a replacement part.
When to Use Remote Resolve
Common scenarios:
- Low-value items where return shipping isn't cost-effective
- Replacement parts can fix the issue without a full return
- Goodwill gestures where you want to refund without requiring the item back
- Customer satisfaction situations where speed matters more than recovering the item
How to Resolve Remotely
Remote Resolve is available as a secondary action on RMAs in Pending, Submitted, or Draft status.
Open the RMA
Navigate to the RMA that you want to resolve without a return shipment.
Select Resolve Remotely
- Click the actions menu
- Select Resolve Remotely
Complete the Resolution
In the Resolve Remotely modal:
- Add notes explaining the resolution (e.g. "Refunding without return - item value below shipping cost")
- Select replacement parts to send, if applicable
- Confirm the resolution
Close the RMA
The RMA moves directly to Resolved status, skipping the shipping, receiving, and inspection stages entirely.
- Click Close RMA to finalise
Status Flow
Pending / Submitted / Draft → Resolved → Closed
Remote Resolve skips the entire shipping and inspection workflow. Use it when you're confident a resolution can be reached without physically receiving the item.
When Not to Use Remote Resolve
Avoid Remote Resolve when:
- The item needs to be inspected to verify the claim
- You need the item back for inventory or warranty purposes
- The item is high-value and the claim needs verification
- Your return policy requires physical return for the product category