Who this is for: Brand users, reps, and account (buyer) users. Who can submit returns and which rules apply depend on your brand’s active Returns Policy.
Opening returns
Go to Transactions → Returns in the left sidebar.
Click New Return to start a request (when your policy allows your role to submit).
Submitting a return
The return wizard supports up to three submission modes, depending on your brand’s active policy:Collection method
Your policy defines how goods get back to the brand:
Reps and buyers do not pick the customer — Keystone uses their assigned account. Brand users search for the customer when submitting on behalf of an account.
Return statuses
Brand review actions
On a return detail page, brand users can:- Approve or Reject pending requests
- Generate or upload a return shipping label (when policy uses labels)
- Mark received when goods arrive
- Issue credit memo — optionally pushed to QuickBooks when configured
Offsetting orders
Some policies require the buyer to place a new order before a return is approved. Returns in Awaiting Offsetting Order status stay blocked until the offset requirement is satisfied. The person who submitted a return, or any brand user, can edit it (lines, collection method, notes) while it is Pending or Awaiting Offsetting Order. The RMA number does not change. After approval, the request is locked.Exporting
Use Export CSV on the returns list to download the current filtered view.Related
- Returns Policy — brand administrators configure rules, caps, and labels
- QuickBooks integration — auto-push return credit memos when enabled