Edit Return - Keep Item

Overview

AfterShip Returns offers Green Return as a return method at the RMA level, letting customers keep the return item. However, it either allows the customer to keep all items or none. AfterShip's ‘Change to keep item’ feature now allows merchants to update the return method for a specific item within a return request to Green Return (customer keeps the item). This adds item-level flexibility — without updating for the entire RMA.

What you'll learn

• Use case
• How to edit return – change to keep item?
• Steps to change to keep items
• Notification configuration
• Shopper experience
• Key takeaways
• FAQs

Use case

As a merchant, you may receive return requests that include items that cannot be resold once opened or used (e.g., cosmetics, hygiene products, samples, etc.). Instead of requiring customers to ship these items back, you can now mark specific items as Keep item, while the rest of the return continues through the standard shipping flow.

Pain points

Previously, to allow customers to keep some return items, merchants had to:

• Remove those items from the original return request
• Submit a new return request manually
• Apply Green Return to the new request

This process was time-consuming, error-prone, and added unnecessary operational overhead. 

Key benefits

The Change to keep item feature removes this friction entirely. Here’s how:

• Allow customers to keep selected items that have no resell value
• Eliminates the need to reject and recreate return requests
• Provides item-level control within a single return request
• Reduces reverse logistics and return shipping costs
• Continue processing refunds or exchanges as usual 

This feature helps merchants to improve both operational efficiency and customer experience.

How to edit return – change to keep item?

Prerequisites

Before using this feature, ensure the following conditions are met:

• RMA status: Pending approval
• Return method: The RMA must not already be set to Green Return

Steps to change to keep items

1. Log in to the AfterShip Returns admin and go to Returns.
2. Click on a return request with a Pending approval status.
3. On the Return Request Details page, click More actions.
4. Select Change to keep items.

5. Choose the line item(s) you want to allow the customer to keep.
6. Confirm the change.

Important considerations

• Once the items are updated to Keep item, a badge appears on the RMA details page to indicate that the customer will keep the item.

• After an item is marked as Keep item, it cannot be changed back to shipping. You will have to reject the RMA and create a new return request.
• If all items in the RMA are changed to Keep item, the return method of the RMA is automatically updated to Green Return. If you previously charged a return shipping fee, you must manually adjust the return cost.
• Items marked as Keep item are still eligible for refund or exchange. These items are also treated as successfully returned, so customers cannot submit another return request for the items they keep.

Notification configuration

Once items are updated to Keep item, you can notify customers using the following triggers:

Return request edited

After updating an item to Keep item, merchants can send this notification to inform customers that their return request has been updated. Customers can log in to their return request to view the updated details.

Return request approved

Merchants can insert the /RETURN_ITEM_LIST/ merge tag into this notification template. This tag will break down the return item list by their return method, providing a clear instruction to the customer on which items to be shipped back and which ones to keep.

Shopper experience

Customers will see a “Keep item” badge on their return request detail page for items they do not need to ship back.

Upon RMA approval, customers will receive an email that clearly lists:

• Items they must return
• Items they are allowed to keep

This ensures transparency and eliminates confusion during the return process.

Return items list:

Key takeaways

• The Change to keep item feature allows merchants to update specific items in a return request to keep the item, without changing the entire RMA to Green Return.
• This feature is only available when the RMA is in Pending approval status.
• Once an item is changed to Keep item, it cannot be reverted to a ship within the same RMA.
• If all items in the return are set to Keep item, the system automatically updates the return method to Green Return.
• Items marked as Keep item are still considered returned and are eligible for refund or exchange.
• Customers cannot create a new return request for items they are allowed to keep.
• This feature helps merchants reduce return shipping costs while improving customer satisfaction.

FAQs

1. Will “Change to keep items” impact my inventory levels?

Yes. When an item is changed to Keep item, the customer does not return it, and AfterShip does not automatically restock the item.

2. Does this feature work for the Refund to store credit resolution method?

Yes. You can change items to Keep item for any resolution type, including store credit. This does not affect the refund or return credit calculation.

3. Are returns analytics or reports affected by “Change to keep items”?

No. Items marked as ‘Keep item’ are still counted as returned in analytics and reporting.

4. Can I export data showing which items were marked as “Keep item”?

There is no dedicated export field for the Keep item at this time. You can identify these items by filtering RMA status, return method and shipping status. E.g, if RMA status is Approved, return method is “Ship with a return label”, and shipping status is blank. These conditions may indicate that items were changed to Keep item.

Updated on: 09/12/2025