> For clean Markdown of any page, append .md to the page URL. > For a complete documentation index, see https://developer.shipbob.com/llms.txt. > For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://developer.shipbob.com/_mcp/server. # Return Statuses & Lifecycle Reference > Learn each return status, label state, and customer email trigger in ShipBob Returns Every return in ShipBob Returns moves through a defined lifecycle. This reference explains each status, how the dashboard stays synchronized with ShipBob, and what your customer sees at each stage. ## The Standard Lifecycle A typical return moves through these stages: **Pending Approval** (optional) → **Awaiting Arrival** → **In Transit** → **Arrived** → **Completed** If **Auto-approve return labels** is on and no flow holds the return, new returns skip **Pending Approval** and go straight to **Awaiting Arrival** once the label is created. ## Status Reference | Status | What it means | Requires your action? | | -------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------ | | **Pending Approval** | The customer submitted a return and it is waiting for your review — either because auto-approve is off or a **Require Approval** flow held it. | Yes — approve or reject it. | | **Awaiting Arrival** | The return is approved and the label has been created and emailed. The carrier has not scanned the package yet. | No. | | **In Transit** | The carrier scanned the package; it is on its way back to the fulfillment center. | No. | | **Arrived** | The package was delivered to the fulfillment center but processing is not finished. | Sometimes — your warehouse receives and inspects it. | | **Action Required** | The warehouse flagged an issue during processing — for example, an item they could not identify, or an inspection that needs your decision. | Yes — resolve the flagged issue from the return detail page. | | **Completed** | The return is fully processed and closed in ShipBob. | Only if you settle refunds manually. | | **Rejected** | You (or an **Auto-Reject** flow) declined the return. No label was sent. | No. | | **Cancelled** | The return was cancelled — by you from the dashboard, or because the RMA was cancelled or voided in ShipBob. | No. | ### Label status Alongside the return status, each return has a label state you may see referenced in the dashboard: | Label state | Meaning | | ------------------------ | ----------------------------------------------------------------------------------------------------------------------------------------- | | **Pending / Processing** | The label is being created in the background. This normally takes a moment after approval. | | **Ready** | The RMA and label were created successfully and the label was emailed to the customer. | | **Failed** | Label creation failed after retries. The return shows under **Action Required > Label Failure** with a **Retry label generation** button. | | **Not required** | No shipment is needed — for example, a **Keep Item** flow let the customer keep the product. | ### Refund status Each return also tracks its refund state independently of its lifecycle status: **Pending Refund**, **Partially Refunded**, or **Refunded**. A return can be **Completed** and still **Pending Refund** if you settle refunds manually. See [Refunds, Fees & Deductions](/labs/returns/refunds). Operational status and refund status are intentionally separate so warehouse progress does not block finance workflows. ## How Statuses Stay in Sync with ShipBob You do not need to update statuses by hand. ShipBob Returns keeps them current in three ways: 1. **ShipBob webhooks** — when the RMA changes in ShipBob (arrived, closed, cancelled, and so on), ShipBob pushes the update and the dashboard reflects it in near real time. 2. **Periodic reconciliation** — every 10 minutes, ShipBob Returns re-checks open returns against ShipBob directly, so nothing is missed even if a webhook is delayed. After a return completes, reconciliation also backfills how each item was dispositioned at the warehouse (restocked, quarantined, and so on) for up to 14 days. 3. **Carrier tracking** — return shipments are tracked hourly, which is how a return flips from **Awaiting Arrival** to **In Transit** as soon as the carrier scans the package. ## Which Emails Your Customers Receive ShipBob Returns emails the customer automatically at key stages. You can customize each template under **Settings** — see the email customization steps in [Setup ShipBob Returns](/labs/returns/setup). | Email | When it is sent | | ---------------- | ---------------------------------------------------------------------------------------------------------------- | | **Confirmation** | Immediately after the customer submits the return in the portal. | | **Label ready** | When the RMA and shipping label are created — right away if auto-approve is on, or after you approve the return. | | **In transit** | The first time the carrier scans the return package. | | **Completed** | When the return reaches **Completed**. | Rejected returns also notify the customer, including the rejection reason when one is provided. ## FAQ #### Why can a return be Completed but still show Pending Refund? Return lifecycle and refund lifecycle are separate. A return can close operationally while refund settlement is still pending if you do refunds manually. #### How quickly do status updates appear from ShipBob? Updates are near real time through webhooks, with periodic reconciliation every 10 minutes for open returns and hourly carrier tracking checks. #### What is the difference between Rejected and Cancelled? **Rejected** means the return was declined during review. **Cancelled** means a previously created return was later voided, either manually or through ShipBob cancellation events. ## Related Guides * [Managing Returns Day-to-Day](/labs/returns/manage) * [What Your Customers See: Portal Walkthrough](/labs/returns/customer-portal) * [Configure Return Policies](/labs/returns/policy)