RM

Common Errors & Solutions

Troubleshoot common error messages and issues in ReturnMate with step-by-step solutions.

6 min read
Last updated 31 December 2024

This guide covers common error messages you may encounter in ReturnMate and how to resolve them.

RMA Errors

"Order not found"

Error: Customer enters order number but system says order not found.

Causes:

  • Order number format incorrect
  • Order from different store
  • Order sync delay from Shopify

Solutions:

  1. Verify exact order number (including # if required)
  2. Check order exists in Shopify
  3. Wait 5 minutes and retry (sync delay)
  4. Manually search in admin using email address
  5. Check if order is from the correct store

"Return window expired"

Error: Return request rejected due to expired return window.

Causes:

  • Order outside return policy timeframe
  • Policy configured incorrectly

Solutions:

  1. Verify order date vs return policy
  2. If valid exception, manually create RMA in admin
  3. Review policy settings if window seems wrong
  4. Consider warranty claim if defect-related

"Item not eligible for return"

Error: Specific item cannot be returned.

Causes:

  • Product marked as final sale
  • Product type excluded from returns
  • Return rule blocking item

Solutions:

  1. Check product tags for "final sale" or "no returns"
  2. Review return rules for blocking conditions
  3. Check product type exclusions in settings
  4. Override manually if exception warranted

"RMA already exists for this order"

Error: Cannot create new RMA because one exists.

Causes:

  • Customer already submitted return
  • Duplicate submission

Solutions:

  1. Find existing RMA and share status with customer
  2. If different items, add to existing RMA
  3. If completed RMA, check if new return is allowed

Label Generation Errors

"Unable to generate label"

Error: Shipping label creation fails.

Causes:

  • Invalid address
  • Carrier API error
  • Account configuration issue
  • Weight/dimensions exceeded

Solutions:

  1. Verify shipping address is complete and valid
  2. Check carrier account status and credentials
  3. Verify package dimensions/weight within limits
  4. Try alternative carrier
  5. Check carrier API status page

"Address validation failed"

Error: Carrier cannot validate the shipping address.

Causes:

  • Incomplete address
  • Invalid suburb/postcode combination
  • PO Box restrictions

Solutions:

  1. Have customer verify address
  2. Try with slightly different formatting
  3. Check if carrier restricts PO Box delivery
  4. Manually correct address in admin
  5. Contact carrier for specific address issues

"Carrier service not available"

Error: Selected carrier/service unavailable for route.

Causes:

  • Service doesn't cover destination
  • Dangerous goods restrictions
  • Temporary service suspension

Solutions:

  1. Select alternative carrier or service
  2. Verify destination is within service area
  3. Check for dangerous goods restrictions
  4. Review carrier announcements for outages

"Insufficient carrier credit"

Error: Not enough balance to generate label.

Causes:

  • Carrier account out of funds
  • Billing issue with carrier

Solutions:

  1. Top up carrier account balance
  2. Check billing details with carrier
  3. Contact carrier about account status

Refund Errors

"Refund failed"

Error: Unable to process refund to customer.

Causes:

  • Payment method expired
  • Shopify API error
  • Amount exceeds available

Solutions:

  1. Retry refund after a few minutes
  2. Check Shopify for payment status
  3. Verify refund amount doesn't exceed order total
  4. Issue refund directly in Shopify if needed
  5. Offer alternative refund method (store credit)

"Partial refund not allowed"

Error: Cannot issue partial refund for order.

Causes:

  • Order already partially refunded
  • Payment provider restrictions

Solutions:

  1. Check order history for previous refunds
  2. Calculate remaining refundable amount
  3. Issue refund via Shopify directly

"Original payment method unavailable"

Error: Cannot refund to original payment method.

Causes:

  • Card expired
  • Account closed
  • PayPal dispute active

Solutions:

  1. Offer store credit as alternative
  2. Request customer bank details for transfer
  3. Contact customer about payment status
  4. Check for active disputes in Shopify

Inspection Errors

"Cannot update inspection status"

Error: Unable to save inspection results.

Causes:

  • RMA in wrong status
  • Concurrent edit conflict
  • Missing required fields

Solutions:

  1. Refresh page and retry
  2. Ensure RMA status allows inspection
  3. Complete all required inspection fields
  4. Check if another user is editing

"Barcode not found"

Error: Scanned barcode doesn't match any RMA.

Causes:

  • Wrong barcode scanned
  • Label from different system
  • RMA not yet created

Solutions:

  1. Manually search by RMA number
  2. Check if barcode is from correct source
  3. Verify RMA exists in system
  4. Create manual receipt if needed

Integration Errors

"Shopify sync failed"

Error: Unable to sync data with Shopify.

Causes:

  • API rate limit reached
  • Connection issue
  • Permission revoked

Solutions:

  1. Wait 5 minutes and retry
  2. Check Shopify app permissions
  3. Verify API credentials still valid
  4. Review Shopify API health status

"Gorgias ticket creation failed"

Error: Cannot create support ticket in Gorgias.

Causes:

  • Invalid Gorgias credentials
  • API rate limit
  • Customer email not in Gorgias

Solutions:

  1. Verify Gorgias API key
  2. Check Gorgias integration settings
  3. Ensure customer exists in Gorgias
  4. Review Gorgias API limits

"Webhook delivery failed"

Error: Webhook not delivered to endpoint.

Causes:

  • Endpoint unreachable
  • Timeout
  • Invalid response

Solutions:

  1. Check endpoint is accessible
  2. Verify endpoint returns 200 OK
  3. Review webhook logs for details
  4. Test endpoint with manual request

Account & Access Errors

"Session expired"

Error: Logged out unexpectedly.

Causes:

  • Inactivity timeout
  • Multiple sessions
  • Browser issue

Solutions:

  1. Log in again
  2. Clear browser cache/cookies
  3. Try incognito/private window
  4. Check for multiple tabs/sessions

"Permission denied"

Error: Cannot access feature or perform action.

Causes:

  • Role doesn't have permission
  • Store access restricted

Solutions:

  1. Contact admin to review permissions
  2. Verify correct role assigned
  3. Check store access settings
  4. Use appropriate account for action

"Account locked"

Error: Cannot log in, account locked.

Causes:

  • Too many failed login attempts
  • Admin disabled account
  • Security concern flagged

Solutions:

  1. Wait 30 minutes and retry
  2. Use password reset
  3. Contact account administrator
  4. Check email for security notifications

Performance Issues

"Page loading slowly"

Causes:

  • Large data set
  • Network issues
  • Browser cache

Solutions:

  1. Refresh page
  2. Clear browser cache
  3. Use filters to reduce data
  4. Try different browser
  5. Check internet connection

"Export timing out"

Causes:

  • Too much data
  • Complex report

Solutions:

  1. Reduce date range
  2. Add filters to limit data
  3. Export in smaller batches
  4. Schedule export for off-peak hours

Getting Help

If you can't resolve an issue:

  1. Check Status Page - https://status.returnmate.io
  2. Search Help Centre - May have specific article
  3. Contact Support - support@returnmate.io
  4. Include Details:
    • Error message (exact text)
    • Steps to reproduce
    • RMA/order numbers involved
    • Screenshots if helpful
Error Codes

When contacting support, include any error codes shown. These help us quickly identify and resolve issues.

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