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.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