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# Managing Returns Day-to-Day
> Review, approve, and troubleshoot returns in the ShipBob Returns dashboard
Once your portal is live, the **Returns** page in the dashboard is where you spend most of your time. This guide covers the daily workflow: finding returns, reviewing requests, approving or rejecting them, adding notes, and handling the occasional label failure.
If you have not finished setup yet, start with [Setup ShipBob Returns](/labs/returns/setup).
## The Returns Queue
The **Returns** page lists every return, newest first. Across the top, status tabs let you focus on one stage at a time:
| Tab | What it shows |
| -------------------- | ------------------------------------------------------------------------------------------------------- |
| **All** | Every return, regardless of status. |
| **Action Required** | Returns that need something from you — a red badge shows the count. |
| **Awaiting Arrival** | Approved returns whose label is out with the customer, but the carrier has not scanned the package yet. |
| **In Transit** | Packages the carrier has scanned and is moving back to the warehouse. |
| **Arrived** | Packages delivered to the fulfillment center but not yet fully processed. |
| **Completed** | Returns that are fully processed and closed. |
| **Cancelled** | Returns that were cancelled or rejected. |
When you open the **Action Required** tab, filter chips narrow it further: **All**, **Pending Approval** (new returns waiting for your review), and **Label Failure** (returns whose shipping label could not be created).
### Searching
Use the search bar — *Search by name, email, order, or reference...* — to find a specific return by customer name, customer email, Shopify order number, or the customer-facing `RB-` reference number.
### Reading the table
Most columns are self-explanatory. The main ones worth distinguishing are:
| Field | Why it matters |
| ------------- | -------------------------------------------------------------------------------------------------- |
| **Return ID** | The ShipBob RMA ID, once the return has been created in ShipBob. |
| **Reference** | The unique `RB-` reference number shown to the customer in the portal and emails. |
| **Status** | The return's operational stage, such as **Pending Approval** or **Completed**. |
| **Refund** | Whether the refund is still pending, partially settled, or fully refunded. |
| **Type** | The requested resolution: refund or exchange (replacement and store credit are not available yet). |
## The Return Detail View
Click any row to open the return. The detail page brings everything about the request into one place:
* **Timeline** — a visual progress bar through **Pending Approval → Awaiting Arrival → In Transit → Arrived → Completed**, with timestamps for each step that has happened.
* **Items** — each item being returned, with the return reason the customer chose.
* **Customer responses and photos** — answers to condition questions (opened, used or worn, damaged) and any photos the customer uploaded during submission.
* **ShipBob RMA info** — the RMA ID, the RMA's current status in ShipBob, and the destination warehouse. This is the same RMA you will see in the ShipBob Merchant Portal.
* **Notes** — a private section where your team can leave internal comments. Notes are never shown to the customer. Flows with an **Add Note** action also write here.
## Approving and Rejecting Returns
If **Auto-approve return labels** is off (or a flow routed the return to **Require Approval**), new returns wait in **Pending Approval**. From the detail page:
1. Review the items, reasons, condition answers, and photos.
2. Click **Approve** to accept the return. ShipBob Returns creates the RMA, generates the shipping label, and emails it to the customer automatically. (An **Approve & Complete** option is available when no shipment is needed.)
3. Or choose **Reject Return** to decline it. The customer is notified and no label is sent.
If the same kind of return keeps landing in your approval queue, consider an Auto-Approve or Auto-Reject flow so it is handled automatically. See Automate Returns with Flows.
## Cancelling Returns
* **Cancel Return** — voids the return and cancels the RMA in ShipBob. Use this when a customer changes their mind or a return was submitted by mistake. If the return included an exchange, the held exchange draft order is removed too.
If ShipBob has already marked the RMA as Completed, the return cannot be reopened in ShipBob Returns.
## Handling Label Failures
Occasionally a shipping label cannot be created — most often because the returned item is missing weight or dimensions in ShipBob inventory, or the ShipBob connection has an issue. When that happens:
1. The return appears under **Action Required > Label Failure**, and the detail page shows a red alert with the error.
2. Fix the underlying cause. For missing dimensions or weight, update the product in the ShipBob Merchant Portal. For connection problems, re-test your token under **Settings > Integrations**.
3. Click **Retry label generation** on the return detail page. If the retry succeeds, the label is emailed to the customer as usual.
If the error message mentions inventory that "could not be matched," run **Auto-sync** in **Settings > Integrations** first, then retry.
If retries keep failing after SKU and token checks, pause approvals for affected returns and escalate to support to avoid customer delays.
## FAQ
#### What is the difference between Pending Approval and Action Required?
**Pending Approval** is a review state before a return is accepted. **Action Required** is broader and includes items like pending approvals plus operational issues such as label failures.
#### When should I use Approve & Complete?
Use it when no shipment is required, such as approved keep-item outcomes, so the return can be closed without generating a return movement.
#### What if retrying label generation still fails?
Recheck product dimensions and weight in ShipBob, run **Auto-sync**, validate integration credentials, and then retry. Persistent failures should be escalated to support.
## Related Guides
* [Return Statuses & Lifecycle Reference](/labs/returns/statuses)
* [Refunds, Fees & Deductions](/labs/returns/refunds)
* [Automate Returns with Flows](/labs/returns/flows)