This article explains how to put an RMA on hold, what happens while an RMA is on hold, and how to remove the hold so the return can be processed.
Putting an RMA on hold is useful when a return needs manual review or when your team is in active conversation with a customer and wants to prevent the RMA from being processed or closed accidentally.
What does “on hold” mean?
When an RMA is placed on hold, it is temporarily paused.
While an RMA is on hold:
It cannot be processed automatically by rules
It cannot be processed manually by a team member
It cannot be deleted
This ensures the RMA stays in a safe state until your review or investigation is complete.
When should you use “on hold”?
Common use cases include:
Waiting for additional information from a customer
Investigating a complex or disputed return
Internal quality or fraud review
Coordinating between multiple team members to avoid duplicate actions
How to put an RMA on hold
You can only put open RMAs on hold.
Open the RMA you wish to put on hold
Click "More Actions"
Click "On Hold"
What happens after an RMA is put on hold?
Processing is blocked
While the RMA is on hold:
Automatic processing rules will not run
Manual processing actions are disabled
If you attempt to process the RMA, a tooltip will appear, explaining that the hold must be removed before the RMA can be processed.
Activity log entry
An activity log entry is added to the RMA showing:
That the RMA was put on hold
Who applied the hold
This helps teams track who paused the return.
How to remove an RMA from hold
Once your review is complete, you can remove the hold and proceed with the RMA. Removing the hold works the same as applying it.
Open the RMA
Click “More Actions”
Click Remove hold
Once the hold is removed:
The RMA returns to an open state
The RMA can be processed manually or automatically
An activity log entry is added showing that the hold was removed and by whom.
⚠️ If an automated processing rule was already eligible before the RMA was put on hold, it will not run again automatically after the hold is removed. The RMA must be processed manually in this case.
Filtering and identifying on-hold RMAs
You can easily find paused returns using filters.
The RMA Requests table includes an On hold filter
A dedicated On hold status is shown in the table and inside the RMA
This makes it easy to track and manage all paused returns in one place.
Limitations and edge cases
The on-hold option is not available in the following situations:
RMAs that are not open
You can only apply a hold to open RMAs.
If the RMA is in another state, the option is disabled, and a tooltip explains why.
Instant exchanges
Instant exchange RMAs cannot be put on hold at any time.