A return in Acenda is a record that one or more units from an order line are coming back, or have come back, from the shopper. Most returns are brought in automatically from your marketplaces. You can also record a return yourself from the order.
This article covers where to find returns, what each status means, which marketplaces send returns to Acenda, and how the Returns list relates to the Returns tab on an order.
Important: Recording or syncing a return does not put the stock back into inventory, does not refund the shopper, and does not change the order's status. If returned units can be sold again, adjust the inventory yourself, or update the count in your fulfillment provider or inventory system if it manages that warehouse.
Viewing all returns
Go to ORDERS > Returns. The list shows every return in your account, newest first, with these columns:
ID: Acenda's return number.
Sales Channel: The channel the order came from.
External Order ID: The order number on that channel.
Reason: The return reason exactly as it was received. Some marketplaces send a short code here (for example SF). The order's Returns tab shows the plain-language reason where one is known.
Updated: When the return last changed.
Status: See Return statuses below.
Click a column header to sort by it. To review a return, click View on its row. This opens the order the return belongs to, on its Returns tab. There is no separate page for a single return.
Tip: The list has no search box or status filter. To find the returns for a specific order, open the order from ORDERS > Orders and go to its Returns tab.
The Returns tab on an order
Open an order and click the Returns tab. It shows the same return records as the Returns list, limited to this order. A summary line tells you how many return items the order has.
Returns are grouped by return tracking number, with the carrier shown on each group. Each row is one returned order line:
Product and Qty: The item and how many units are being returned.
Reason: The return reason. Hover over it to see the marketplace's original code, if one was translated.
Status: Acenda's status for the return.
Channel Status: The status exactly as the marketplace reports it. This gives more detail than Acenda's status, for example whether the item has shipped back or been received at a return center.
Return ID: The return or RMA number. Click the copy icon to copy it.
Expand a row to see any extra details the marketplace sent, such as Method, Tracking, Date shipped, Return required and who created or last updated the return. Fields with no value are hidden.
Return statuses
Every return has one of three statuses in Acenda:
Pending (orange): The return has been opened but the item hasn't been confirmed as received back. New returns start here.
Returned (green on the order's Returns tab): The marketplace reports that the return is complete or the item was received.
Canceled (red): The return was canceled and the item is not coming back.
On the Returns list, statuses are shown in lower case (for example pending) and returned appears in blue.
Not every marketplace updates a return after it first arrives, so a return can stay Pending even after the shopper has sent the item back. Check the Channel Status column or the marketplace's own seller portal for the latest state. See How returns sync from marketplaces below.
How returns sync from marketplaces
Acenda checks these marketplaces for returns on a schedule and adds them to the matching order automatically:
Target Plus: Usually hourly. New returns are added and existing returns are updated as Target's status changes, so they move from Pending to Returned on their own. Returns are checked for orders up to 90 days back. Returns are only brought in while order import is turned on for the connection.
Mirakl marketplaces (such as Macy's, Nordstrom, Kohl's, Lowe's and Bloomingdale's): Hourly. New returns are added and existing returns are updated. A return moves to Returned when the marketplace marks it received or closed, and to Canceled if the marketplace cancels it.
Walmart (including Walmart Fulfillment Services): Hourly, while order import is turned on for the connection. Each return is added once. Later changes on Walmart are not brought into Acenda, so check Walmart Seller Center for the current status.
Amazon: Every few hours, for orders you fulfill yourself only (not Fulfillment by Amazon). Each return is added once as Pending and is not updated afterwards. Check Seller Central for the current status.
Returns from other sales channels are not brought into Acenda automatically. For those, record the return yourself (see below) or manage it in that channel.
Shopify fulfillment: If your orders are fulfilled through a Shopify store connected to Acenda, Acenda can also create each return in that Shopify store once it reaches Returned in Acenda, and can optionally issue the refund there. This is off by default. Contact Acenda Support to turn it on.
Recording a return yourself
Open the order and stay on the Details tab.
Click Return Items. The button is only available when at least one line has shipped units that haven't already been returned.
Choose the return Carrier and enter the return Tracking Number (required). A Tracking URL is optional.
For each item coming back, choose how many units are being returned. You can't return more units than were shipped.
Click Submit. After the "Return(s) successful" message, refresh the page to see the new return on the Returns tab.
A return you record is created as Pending and stays in Acenda. It is not sent to the marketplace and does not refund the shopper. Handle the refund in the marketplace's seller portal. For Target Plus, if Target later reports a return for the same item and quantity, Acenda links it to the return you recorded instead of adding a second one.
Troubleshooting & FAQ
Why doesn't my order show as returned? Order statuses don't change when items are returned. An order that shipped stays shipped; check its Returns tab for the returned items.
Why didn't my inventory go up? Returns don't add stock back automatically. See the warning at the top of this article.
Can I send return data to a partner or reporting system? Yes. See How to set up a returns report.
The shopper hasn't received the order yet. Is that a return? No. If the order hasn't shipped, cancel it instead. See How to cancel an order in Acenda Admin.
Related articles
Still have questions? Contact Acenda Support
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