> ## 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 Policy

> Configure return rules, caps, labels, and credit behavior for your brand.

<Note>
  **Who this is for:** Brand users. Policy edits require brand administrator access. One **active** policy drives all return validation at a time.
</Note>

Return policies define who can submit returns, dollar caps, offsetting-order requirements, shipping labels, and how credits are issued. Configure them under **Settings → Returns → Returns Policy**.

## Policy lifecycle

| Status       | Meaning                                       |
| ------------ | --------------------------------------------- |
| **Draft**    | Work in progress — not enforced               |
| **Active**   | Currently enforced on all new return requests |
| **Archived** | Historical record — no longer enforced        |

Only one policy can be **Active** at a time. Activating a new policy archives the previous active policy.

## Key settings

### Who can submit

Control whether **reps**, **buyers**, or **both** can initiate return requests.

### Return caps

Set per-return or per-rep dollar caps to limit exposure. Configure rep-specific caps when needed.

### Offsetting orders

Require the buyer to place a new order before a return is approved:

* Minimum order amount or quantity
* Time window for the offsetting order
* Option to match the return amount

Returns blocked on this rule show **Awaiting Offsetting Order** status.

### Submission modes

Enable or disable:

* **Entire invoice** returns
* **Generic SKU + quantity** returns (manual or CSV)
* **Product type** returns (quantity by product type, priced from latest invoice or MSRP)

### Shipping labels

| Label mode        | Behavior                                                                                               |
| ----------------- | ------------------------------------------------------------------------------------------------------ |
| **None**          | No label generated — rep-collect or manual shipping                                                    |
| **Manual upload** | Brand uploads a label PDF                                                                              |
| **EasyPost**      | Keystone purchases a label via EasyPost when configured under **Settings → Returns → Shipping Labels** |

Set preferred carrier and service, and whether credit is issued on first carrier scan.

### Auto-approval

Optionally auto-approve returns below a dollar or quantity threshold when linked to an invoice.

### Credit memos

* Issue credit memos on return completion
* Optionally auto-push credit memos to QuickBooks when the integration is connected

### Reminder emails

Configure reminder intervals for pending reviews, offsetting orders, unused labels, and rep-collect pickups.

## Related

* [Returns](/features/returns) — end-user return workflow
* [QuickBooks integration](/integrations/quickbooks) — credit memo sync
* [Returns Shipping Labels](/settings/returns-policy) — EasyPost setup under **Settings → Returns → Shipping Labels**