Use Client REF, not public RMA.
Return-address access and parcel intake apply only after onboarding, activation and confirmed service instructions.
Request EU address
Client REF requiredInternal RMA at intakeApproved accounts only
RMA and Client REF policy for controlled return intake.
You do not create public RMAs for the standard workflow. Approved clients place their Client REF on the label and box. EU Returns Hub creates the internal RMA during intake after the parcel is identified and recorded.
This policy keeps every return traceable from receipt to photos, grading, report, client decision, execution and billing. It applies to activated service-client workflows after onboarding and confirmed return-address access.
Do not ship returns until your account is active, your Client REF has been issued and the correct return-address details have been confirmed during onboarding.
No public RMAClient places Client REF; we create the internal case.
≤24h photosTarget for standard activated workflows on business days.
≤48h reportTarget for grading and report after valid receipt.
No-REF exceptionUnidentified parcels may be quarantined and charged.
Core rule
Client REF identifies the account. Internal RMA controls the case.
A returns operation fails when parcels arrive without a reliable identifier. The Client REF policy keeps every parcel connected to the right client, workflow and billing record.
Client side
Use Client REF
Place the issued Client REF on the label, outside of the box and inside the parcel where practical.
Operations
Internal RMA
The internal RMA is generated or recorded by EU Returns Hub during intake.
Evidence
Photos and grading
Evidence and grading are linked to the internal case after identification.
Decision
Action path
The client decides whether to export, resell, dispose or store after reporting.
Important: this page does not publish a live return address and does not authorise shipments by itself. Return-address access is provided only to approved and activated service clients through the applicable onboarding process.
Labelling standard
How to label a parcel correctly.
Correct labelling prevents delay, quarantine and manual matching fees. The actual service address is issued only after approval and activation.
Example label structureUse your activated return-address details exactly as issued during onboarding.
EU Returns Hub
Client REF: ERH-ACME-2026
[Service address line issued after activation]
[Postcode / City]
[Country]
Box marking:
Client REF: ERH-ACME-2026
Internal RMA: created at intake
Address line
Put Client REF clearly
Place Client REF: … in the approved address format and on the outside of the box near the carrier label.
Inside copy
Add paper copy if practical
Including the Client REF inside the parcel helps manual recovery if the outer label is damaged.
A6 label
Use barcode label where available
You may use the printable A6 reference label template where enabled for your account: open label.
Multi-box shipments: one Client REF may cover multiple boxes where agreed. Add suffixes such as -1, -2, -3 to keep boxes traceable. Example: ERH-ACME-2026-1, ERH-ACME-2026-2.
Intake workflow
What happens after a parcel arrives.
The workflow is built to create an evidence trail before the client chooses the next action.
1. Correct addressing
Approved clients must use the exact return-address format issued during onboarding. The Client REF must be visible and readable on the shipping label or address line, on the outside of the box and, where practical, on a paper copy inside the parcel.
Do not use the service address before approval, activation and confirmation of your start window.
Do not remove or modify the Client REF once issued for the account.
For multi-box shipments, use sequential suffixes such as -1, -2, -3.
For pallets or large intakes, use the ASN template where requested: download CSV.
2. Intake process
Register: the parcel is received, scanned or manually recorded. The Client REF is matched to the account.
Internal RMA: an internal RMA or return case is created and linked to the parcel, account and location.
Photo evidence: standard photo evidence is targeted within ≤24h on business days after valid intake.
Open and base check: visible condition, content check and practical A/B/C grading are recorded.
Report: grading/reporting is targeted within ≤48h on business days for standard valid workflows.
Client decision: the client selects the next action where options are available for the account.
Execution: the selected action is executed and recorded for billing and reporting.
3. Decision options
After inspection and reporting, the client may choose from available decision paths depending on account setup, product type, applicable law, capacity and service arrangement.
Export
Export to CN
Consolidated export preparation and documentation where available and instructed.
Resale
Resell in EU
Items may be prepared for resale under the applicable resale workflow and commission structure.
Dispose
Dispose
Disposal or recycling where available, documented according to the service arrangement.
Storage
Store
Standard storage includes 14 days per box. Additional storage may be billed by day.
4. Exceptions
Missing or invalid Client REF: the parcel may be quarantined for manual matching, delayed, charged for No-REF handling or refused depending on the workflow.
No-REF handling: a No-REF handling fee may apply according to the current pricing page.
Oversize: oversize handling surcharges may apply according to the SLA thresholds and price list.
Damaged labels: parcels with unreadable labels may require manual identification and may miss standard timing targets.
Unexpected volume: unannounced volume spikes may require capacity review, rescheduling or adjusted timing.
5. Operational rules
Ship only after your account is marked active and your start window has been confirmed.
Do not send prohibited, unsafe, illegal, counterfeit, leaking or non-compliant goods.
ADR/dangerous goods, lithium batteries, liquids, cosmetics, food, medical, controlled or regulated goods may require special approval or may be refused.
Do not send buyer-sensitive data inside packages unless required for the return and agreed in the workflow.
Priority SLA is available only when approved, activated and confirmed for the account.
For SLA details, oversize thresholds, prohibited-item handling and timing boundaries, see the full SLA.
Why this matters
RMA discipline protects the client and the operator.
A clear RMA and Client REF policy reduces lost parcels, disputes, manual handling, billing errors and unsupported service expectations.
Fewer delays
Fast matching
Readable Client REF allows the parcel to enter the correct workflow faster.
Better evidence
Clean records
Photos, grade and report are linked to the correct internal RMA.
Accurate billing
Correct charges
Add-ons, storage, exceptions and execution actions are easier to track.
Service control
Clear boundaries
Only approved and activated workflows receive return-address access.
FAQ
Quick answers.
These answers summarise the key rules. The applicable service arrangement and SLA control the final operational interpretation.
Do I create RMAs?
No. In the standard workflow, you place your Client REF on the parcel. EU Returns Hub creates the internal RMA or return case during intake.
Can one Client REF be used for several boxes?
Yes, where agreed. Use clear suffixes such as -1, -2 and -3 so each box remains traceable.
Can I ship before my account is active?
No. Ship only after onboarding, account activation, confirmed start window and issued return-address details.
What happens if the Client REF is missing?
The parcel may be quarantined, delayed, manually matched, refused or charged for No-REF handling depending on the case and account setup.
Where can I see all fees?
See the Pricing page and the applicable service arrangement. Add-on availability may depend on account approval and workflow.
Does this page publish the warehouse address?
No. Return-address details are provided only after approval and activation. This protects clients, controls intake and prevents unidentified parcels.
Operator Kit context
RMA logic is one of the foundations of a serious returns operation.
For Operator Kit buyers, this page demonstrates how a professional returns business can define parcel identification, intake, evidence, exception handling and client decisions.
Operational control
Client REF prevents unidentified inflow and keeps each return connected to the right account.
Implementation value
Operator Kit Pro contains the broader operating architecture behind this workflow.
Before you ship
Confirm activation, Client REF and return-address details first.
A controlled intake workflow protects the client, the operator and the service record. Do not send returns until the account and start window are confirmed.
