> ## Documentation Index
> Fetch the complete documentation index at: https://docs.keystoneb2b.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Returns

> Submit, approve, and track return requests in Keystone B2B.

<Note>
  **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**.
</Note>

Returns let buyers and reps send goods back to the brand for credit. Brand users review requests, generate labels when required, and issue credit memos.

## Opening returns

Go to **Transactions → Returns** in the left sidebar.

| Role                | What you see                         |
| ------------------- | ------------------------------------ |
| **Brand user**      | All return requests for your brand   |
| **Rep**             | Returns for accounts assigned to you |
| **Account (buyer)** | Returns for your own account         |

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:

| Mode                | When to use                                                                                            |
| ------------------- | ------------------------------------------------------------------------------------------------------ |
| **Entire invoice**  | Return all lines from a specific invoice                                                               |
| **SKU + quantity**  | Pick individual SKUs and quantities, or upload a CSV with `sku`, `quantity`, and optional `unit_price` |
| **By product type** | Enter product types and quantities when your policy allows generic type-based returns                  |

### Collection method

Your policy defines how goods get back to the brand:

| Method            | What happens                                                                                           |
| ----------------- | ------------------------------------------------------------------------------------------------------ |
| **Ship to brand** | Buyer ships the package; brand may generate or upload a return label                                   |
| **Rep collect**   | Rep picks up goods in person — no shipping label; two-stage receipt (received by rep → fully received) |

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

| Status                        | Meaning                                                   |
| ----------------------------- | --------------------------------------------------------- |
| **Pending**                   | Submitted, awaiting brand review                          |
| **Awaiting Offsetting Order** | Policy requires a new order before the return can proceed |
| **Approved**                  | Brand approved the return                                 |
| **Rejected**                  | Brand declined the return                                 |
| **Received by Rep**           | Rep physically collected goods (rep-collect flow only)    |
| **Fully Received**            | Goods received at the brand                               |
| **Closed**                    | Return complete — credit issued                           |
| **Cancelled**                 | Return cancelled                                          |

## 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](/settings/returns-policy) — brand administrators configure rules, caps, and labels
* [QuickBooks integration](/integrations/quickbooks) — auto-push return credit memos when enabled