Getting Started

Welcome to Returns Flow for Linnworks. This guide will help you get started, walk you through the returns and refunds process, and answer common questions.

Navigation

  • Search Orders: Look up orders using the order number or customer details.
  • Book RMA: Initiate a return for selected items.
  • Process Refund: Action the RMA to trigger the refund workflow.

Installing the Application

  1. Navigate to the Linnworks App Store.
  2. Search for "Returns Flow".
  3. Tap the Install button.
  4. Once installed, Returns Flow will be available under Apps in the Linnworks.net navigation bar.
  5. Log in using your Linnworks credentials.
  6. Use the search bar to find an order by number or customer name.
  7. Follow the step-by-step workflow to book a return and issue a refund.

Returns Procedure in Linnworks

1. Creating a Return (RMA)

What is it?
When a customer wants to return an item, you start by creating a Return Merchandise Authorization (RMA) in Linnworks. This records the intent to return and links it to the original order.

How to do it:

  • Search for the Order: Type the order number or scan a barcode containing the order number.
  • Select Items for Return: Use arrow keys or scan item barcodes.
  • Specify Reason for Return: Choose from the following options:
    • Damaged item
    • Defective/faulty item
    • Wrong item sent
    • Item not as described
    • No longer needed/wanted
    • Other
  • Create the RMA: Submit using the Create RMA button or Shift keyboard shortcut.

2. Actioning the Return

What is it?
Actioning an RMA means processing the returned items once they are received. This step updates stock levels and confirms the return in the system.

3. Refunding the Order

What is it?
After the return has been actioned, you can process a refund for the customer. This step ensures the customer is reimbursed for the returned items.

Summary Table

Step What Happens Who Does It?
Create RMA Record the return request, link to order Customer service
Action RMA Process received items, update stock Warehouse/returns
Refund Issue refund to customer, update order status Accounts/CS/returns

Troubleshooting

Common Errors & How to Resolve Them

Order & RMA Errors

  • Order no not found: The order number you entered does not exist in Linnworks. Double-check the order number and try again.
  • Order not found or inaccessible: The order could not be found, or your Linnworks account does not have access to it.
  • Error: [detailed Linnworks error message]: A problem occurred while processing your request. The specific error message from Linnworks will be shown to help you identify the issue.
  • Unknown error: An unexpected error occurred. Try again, and if the problem persists, contact support.

Refund Errors

  • Error: [Linnworks refund error message]: There was a problem processing the refund. The message will provide specific details about the issue.

RMA/Returns Errors

  • Error: [RMA error message]: There was a problem creating or updating a Return Merchandise Authorization (RMA).

Contacting Support

If you continue to experience issues or encounter unlisted errors, please contact support using the in-app support dialog within Returns Flow.

For more details, see the official Linnworks documentation:
Processed Order RMA – Linnworks Docs