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Return Center: Troubleshooting steps for shoppers
Return Center: Troubleshooting steps for shoppers

Learn how to troubleshoot errors in the return center.

Kaylie avatar
Written by Kaylie
Updated over a week ago

This article will guide you on how to best provide support for shoppers who are using your Return Center. Topics include order lookup, manual RMA creation, Return Center errors, and info about internet browsers.

How to look up Shopper Orders

Order Emails

Your e-commerce platform will send an automated email to shoppers who place orders through your site. This will include the information your shoppers will need to look up their orders. If a shopper receives an order confirmation email at a given email address, they can assume that is the email they used to place the order.

Email address & Order ID

The first step in the Return Center is entering the email address and related order ID. Ask your shopper to confirm the order ID is correct according to their email receipt. If they have placed multiple orders, there will be different Order IDs associated with each order. Have the shopper verify that the email address they are using was used to place the original order related to the item(s) they'd like to create a return for.

Third-Party Orders

If a shopper purchases an item from a third-party seller, there may or may not be a related order number depending on how you have set this process up to work.

  • If their purchase does not generate an order number, they will need to go through the third-party returns process.

  • If their purchase does generate an order number, they can use the order lookup function in the Return Center the same way as your other shoppers.

Problems Shoppers can Encounter in the Returns Portal

Retrieving Info Error

If your shopper is seeing an error related to retrieving info, this can be related to the browser and needing to clear the cache and cookies. This error can be caused by a shopper who starts the process of creating an RMA and doesn't complete it. Clearing this information from the browser should allow the shopper to start the process over without any information pre-populated in the text boxes.

Address Validation

If your shopper is seeing an issue related to address validation, this can be related to the shipping provider you have selected. Sometimes shipping providers can run into issues validating certain addresses depending on the country where the shopper is located.

Error starting the return

  1. "There was a problem starting your return"

If your shoppers see this error, it may be related to them using an outdated browser. We have determined that the majority of errors that people see occur when they are using the following browsers:

  1. Safari 12.1 (both mobile & desktop)

  2. Safari 11.1

  3. Chrome 49

Here are the most updated browser versions for reference:



Switching or updating their browser may resolve the occurrence of the error. If the shopper is unable to switch or update, switching devices may work.

If for some reason, the shopper is not able to follow these troubleshooting steps, you have the option to create their RMA internally within the platform. If you would like to learn more about manual RMA creation, please refer to this intercom article.


Third-Party purchases and Manual RMA Creation

ReturnLogic is integrated with your e-commerce store so it references order data when creating RMAs. ReturnLogic is not integrated the same way with other stores you may sell products in, you can only use Order IDs create within your e-commerce platform to pull information when creating manual RMAs. If your Third-party stores do in fact result in the generation of an order inside your platform, you can use the Order ID to pull up related info and generate an RMA manually on behalf of the shopper.

Third-party order lookup

Issues Loading the Return Center Page(s)

We're here to help! Email us at or use the live chat inside the platform with any questions or feedback.

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