Returns

Returns lets you process customer return orders in your warehouse. When customers send products back, use Returns to receive packages, inspect items, classify them as good or damaged, and update inventory. This keeps your stock accurate and helps manage the return process efficiently.

Quick Access

Navigate to Returns from the Inventory menu to view all return orders.

Why Use Returns?

Process Returns Efficiently

Receive and process customer returns quickly. Inspect items and update inventory in one place.

Quick Return Initiation

Start processing returns by entering the Shipping# and clicking Initiate Return or Initiate Return By Carrier. No need to search through orders first.

Inventory Classification

Classify returned items as Good (ready for resale) or Hurt (damaged). Keep inventory accurate.

Status Tracking

Track return status from IN-TRANSIT through PROCESSING to COMPLETE. Know where each return is in the process.

Restocking Management

Automatically restock good items back into inventory. Damaged items go to appropriate bins.

Account Management

View returns by OMS account. See which accounts have returns pending processing.

Understanding Return Status

Return orders move through different statuses as they progress:

Status	Description
PENDING YOUR SUBMIT	Return created but not yet submitted. Label not generated.
IN-TRANSIT	Customer has shipped the return. Package is on the way to your warehouse.
PROCESSING	Return package has arrived and is being processed in your warehouse.
COMPLETE	Return processed successfully. All items inspected and inventory updated.
DISCREPANCY	Return processed but there was a discrepancy (wrong items, wrong quantity, etc.).
UNEXPECTED	Return contains unexpected items that weren’t in the original order.
ARCHIVED COMPLETE	Return completed and archived.
ARCHIVED DISCREPANCY	Return with discrepancy archived.
ARCHIVED UNEXPECTED	Unexpected return archived.

How to Access Returns

1. Navigate to Returns

   Go to Inventory → Returns directly.

2. Use Page Actions

   Enter Shipping# in the quick initiation section and click:

   • Initiate Return - Creates return or restocking request
   • Initiate Return By Carrier - Opens carrier-specific return flow

3. Review the List

   The table shows: RMA#, Shipping#, Order#, Account, Request Type, Tracking#, Status, First Name (*), Last Name (*), Zip-Code, Requested Date, Received Date, Processed Date, Items, Skus (*).

4. Filter and Search

   Use the search form: RMA#, Shipping#, Sku (contains), Order Status (dropdown), Account (dropdown). Use Search (*) with Exact phrase, All words, or Any word. Use Reset or Show all to clear.

5. Sort and Paginate

   Click column headers to sort. Use Records Per Page (10, 20, 50, 100, 200, 500, All Records) and First, Previous, Next, Last to navigate.

Quick Return Initiation

You can start processing a return without searching for the order:

1. Enter Shipping#

   In the quick initiation section at the top, enter the Shipping# of the order being returned.

2. Click Initiate Return or Initiate Return By Carrier

   • Initiate Return - Validates the order and creates a return or restocking request
   • Initiate Return By Carrier - Opens the carrier-specific return flow

3. Review Validation

   The system checks if the order exists and is valid. If a return already exists, you can choose Continue to initiate a restocking request or View Returns to see existing returns.

4. Start Processing

   After validation, the system opens the return processing page. Click RMA# in the list to open return details.

Return Already Exists

If a return already exists for that Shipping#, the system will warn you. You can continue to create a restocking request or view existing returns.

Required Field

The Shipping# field is required. If you leave it empty, you’ll see: “Please enter required field - Shipping#”. The format must be numeric.

Processing Returns

When a return package arrives (IN-TRANSIT or PROCESSING):

1. Open Return Details

   Click on the RMA# for a return with status IN-TRANSIT or PROCESSING.

2. Review Return Information

   The detail view shows:

   • Original order information
   • Customer details
   • Items expected in the return
   • Current status

3. Inspect Returned Items

   Check what was actually returned:

   • Compare with original order items
   • Verify quantities
   • Check item condition

4. Classify Items

   For each item, classify as:

   • QtyGood - Items in good condition, ready for resale
   • QtyHurt - Items damaged or not resellable

5. Handle Discrepancies

   If items don’t match:

   • Wrong items returned → Mark as DISCREPANCY
   • Wrong quantity → Adjust quantities accordingly
   • Unexpected items → Mark as UNEXPECTED

6. Assign Bins

   Assign bins for returned items:

   • Good items → Regular inventory bins
   • Hurt items → Damaged/imperfect bins

7. Complete Processing

   Once all items are processed:

   • Status changes to COMPLETE
   • Inventory is updated
   • Good items are restocked
   • Return is ready for archiving

Handling Serial Numbers

If returned items have serial numbers:

1. Enter Serial Numbers

   When processing items, enter serial numbers for products that require tracking.

2. Verify Serial Numbers

   The system checks if serial numbers match the original order.

3. Handle Mismatches

   If serial numbers don’t match:

   • System warns about discrepancy
   • You can still process the return
   • Serial numbers are recorded for tracking

Return Types

Simple Return

What it is: Customer returns items for refund or credit.

Process:

• Receive package
• Inspect items
• Classify as Good or Hurt
• Restock good items
• Update inventory

Exchange

What it is: Customer returns items to exchange for different items.

Process:

• Receive return package
• Process return (same as Simple Return)
• System automatically creates replacement order
• Replacement order ships to customer

Restocking

What it is: Return processed and items restocked into inventory.

Process:

• Return is processed
• Good items added back to inventory
• Hurt items moved to appropriate bins
• Inventory counts updated

Filtering and Searching

1. Filter by RMA#, Shipping#, Sku, Order Status, or Account

   Use the search form fields:

   • RMA# - Exact RMA number
   • Shipping# - Exact order/shipping number
   • Sku - Contains (partial match)
   • Order Status - Select from dropdown
   • Account - Select OMS account from dropdown

2. Use Basic Search

   Enter keywords and click Search (*). Basic search finds matches in: RMA#, Shipping#, Order#, Request Type, customer name, email, phone, zip, tracking, and more. Choose Exact phrase, All words, or Any word.

3. Clear Filters

   Use Reset or Show all to clear all filters.

Best Practices

Process Promptly

Process returns as soon as packages arrive. This keeps inventory accurate and customers satisfied.

Inspect Carefully

Always inspect returned items carefully. Check condition, verify items match the order, and count quantities accurately.

Classify Accurately

Classify items correctly as Good or Hurt. This affects inventory accuracy and resale potential.

Handle Discrepancies

Document discrepancies clearly. Wrong items or quantities should be marked appropriately for customer service follow-up.

Use Quick Initiation

Use Initiate Return for fast return initiation. Enter Shipping# directly instead of searching through orders.

Track Status

Monitor return status regularly. Process IN-TRANSIT returns when packages arrive, and complete PROCESSING returns promptly.

Troubleshooting

Can’t Find a Return

Problem: A return doesn’t appear in the list.

Solution:

• Check if filters (Account, Order Status, etc.) might hide it
• Verify the return hasn’t been archived (check Processed Returns)
• Search by Shipping# or RMA# in the search form
• Check if you have permissions to view that account’s returns

Return Status Stuck

Problem: Return status doesn’t update when expected.

Solution:

• Verify the return was processed correctly
• Check if all items were classified
• Ensure bins were assigned
• Complete all processing steps
• Contact support if status remains stuck

Wrong Items Returned

Problem: Customer returned different items than ordered.

Solution:

• Mark return as DISCREPANCY
• Document what was actually returned
• Process items that match the order
• Contact customer service about unexpected items

Serial Number Mismatch

Problem: Serial numbers don’t match original order.

Solution:

• System will warn about mismatch
• You can still process the return
• Document the discrepancy
• Serial numbers are recorded for tracking

Can’t Process Return

Problem: Can’t open or process a return.

Solution:

• Verify return status is IN-TRANSIT or PROCESSING
• Check if you have permissions to process returns
• Ensure the return hasn’t been archived
• Contact support if issues persist

Related Features

• Archived Returns - View completed and archived return orders
• Warehouse Overview - View current inventory levels
• Receiving - Process incoming inventory from suppliers
• Replenishments - Manage incoming inventory shipments

Next Steps

After processing returns:

1. Review Completed Returns - Check COMPLETE returns to verify processing accuracy
2. Handle Discrepancies - Follow up on DISCREPANCY returns with customer service
3. Archive Returns - Use Processed Returns to view archived returns
4. Monitor Inventory - Verify that good items were restocked correctly