Replace in Transit
Send a replacement to the customer before their return arrives at your facility.
Replace in Transit lets you send a replacement product to the customer while their return is still on the way to you. This speeds up resolution and improves customer satisfaction by not waiting for the return to arrive before acting.
When to Use Replace in Transit
- Customer needs the replacement urgently
- You're confident the return is legitimate based on evidence provided
- The item is in transit or label has been generated — the customer has committed to returning
- You want to reduce total resolution time
How It Works
Confirm Item is In Transit
The RMA must be in one of these statuses:
- Label Generated
- Label Issued
- In Transit
The return package should already be on its way (or ready to ship).
Trigger Replacement
- Open the RMA
- Click the actions menu
- Select Replace in Transit
- A resolution modal opens with options for refund or replacement
Choose Resolution
In the modal:
- Select whether to send a replacement or process a refund
- If sending a replacement, select the product and confirm shipping details
- Confirm the resolution
Resolution Created
The replacement order is created immediately. The original return continues through the normal flow — when it arrives, you can still inspect and process it.
Replace in Transit is only available for standard returns. It is not available for Damaged in Transit or Wrong Item RMAs, which have their own dedicated resolution workflow.
Status Flow
Label Generated / Label Issued / In Transit
↓
[Replace in Transit] → Replacement order created
↓
Original return continues: → Received → Inspected → Closed
After the Replacement
Once the replacement is created:
- The replacement order number appears on the RMA detail page
- You can view it via View Replacement Order in the actions menu
- The original return still needs to be received and closed when it arrives
When Not to Use Replace in Transit
- High-value items where you need to inspect before committing to a replacement
- Suspected fraud — wait for the return to arrive and verify
- Limited stock — ensure you have replacement inventory available