Statuses & Timeline Events
Understand and configure return statuses and timeline events.
3 min read
Last updated 31 December 2024
Statuses track where returns are in the workflow. Timeline events record everything that happens. This guide covers both.
Default Return Statuses
| Status | Description | Next Statuses |
|---|---|---|
| Pending | Awaiting approval | Approved, Rejected |
| Approved | Ready for shipping | Label Sent |
| Label Sent | Customer has label | In Transit |
| In Transit | Package en route | Received |
| Received | Package arrived | Inspected |
| Inspected | Assessment complete | Resolved, Rejected |
| Resolved | Return complete | (Final) |
| Rejected | Return denied | (Final) |
| Cancelled | Customer cancelled | (Final) |
Status Configuration
Customising Statuses
- Go to Settings → Returns → Statuses
- Edit existing or add custom statuses
- Configure transitions and triggers
Status Properties
| Property | Description |
|---|---|
| Name | Display name |
| Internal Code | System identifier |
| Colour | Visual indicator |
| Description | Explanation for team |
| Customer Visible | Shown to customers? |
| Triggers | Automated actions |
Timeline Events
What Gets Recorded
Every action creates a timeline entry:
- Status changes
- Notes added
- Emails sent
- Documents uploaded
- System events
Viewing Timeline
- Open any RMA
- Scroll to Timeline section
- View chronological history
📷
RMA Timeline
(Screenshot placeholder)
Event Types
| Type | Icon | Description |
|---|---|---|
| Status | Circle | Status change |
| Note | Chat | Staff or customer note |
| Email sent | ||
| System | Gear | Automated action |
| Document | File | File uploaded |
Custom Statuses
When to Add Custom Statuses
Add statuses when:
- Your workflow has unique stages
- You need finer tracking
- Reporting requires specific states
Example Custom Statuses
- Quality Hold - Items awaiting QA review
- With Manufacturer - Sent to vendor
- Awaiting Parts - Repair on hold
- Customer Response - Waiting for customer
Creating Custom Status
- Go to Settings → Returns → Statuses
- Click Add Status
- Configure:
- Name and code
- Position in workflow
- Allowed transitions
- Automated triggers
Status Transitions
Configuring Transitions
Control which status changes are allowed:
Received → Inspected ✓
Received → Resolved ✗ (must inspect first)
Transition Rules
Set rules for transitions:
- Who can make the transition
- Required fields before transition
- Automated actions on transition
Timeline Best Practices
- Add notes for all significant actions
- Use clear, descriptive language
- Mark notes as customer-visible when appropriate
- Include relevant details (names, amounts, reasons)
- Review timeline before contacting customers
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