How do I handle a return-to-sender order?

Process orders that come back to the warehouse undelivered.

A return-to-sender (RTS) is a package that the carrier could not deliver and shipped back to your warehouse. The platform automatically flags these so you know to take action.

How RTS orders are detected

Tracking events from the carrier mark the order with a Return to Sender status. The order shows an amber RTS badge in the Orders list and on the order detail page.

Steps to process the return

1. Receive the package physically and locate the order using the tracking number.
2. Open the order in MyOnlineSeller.
3. Click the Process Return button.
4. Choose a disposition: Rebin (return to inventory), Discard (damaged or expired), or Reship (send to a corrected address).
5. Confirm. Inventory is updated automatically based on your choice.

Refunding the customer

If the client wants to refund the customer, open the order's billing section and click Issue Refund. You can refund the full amount or specific line items.

Notifying the client

Clients are automatically notified by email and Slack (if enabled) when an RTS is received and processed. They can also see the status update in their portal.

Still need help?

If this article did not solve your problem, our team is happy to help. Email us at support@myonlineseller.com or visit our Contact page. Include your account email and any relevant order, invoice, or shipment IDs so we can dig in quickly.