Restocking (Unexpected Returns)

The Restocking process allows you to handle unexpected or unauthorized merchandise returns. Unlike regular returns (RMA), restocking is used when you receive products you didn’t expect or that don’t have a prior return request.

Why Use Restocking?

Handle Unexpected Returns

Process returned products without prior authorization and correctly re-enter them into inventory.

Quality Control

Classify products as “Good” or “Hurt” during the receiving process.

Complete Tracking

Records every inventory movement with unique RMA number and complete details.

Billing Integration

Automatically calculates return handling charges according to billing configuration.

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When to Use Restocking?

Use the Restocking process when:

• You receive returned products without a prior RMA request
• A customer returns merchandise unexpectedly
• You need to process inventory returns that weren’t authorized
• Products return to the warehouse without following the normal returns flow

Difference from Regular RMA: Standard RMA returns are created when the customer requests a return. Restocking is used for returns that arrive without prior authorization.

Dropship Return vs Regular Restocking:

• Regular Restocking: Created from orders shipped by your warehouse. The system automatically pulls order and customer information.
• Dropship Return: Created manually for orders shipped by dropship suppliers. You must enter customer and order information manually since the order may not exist in your system.

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How to Create a Restocking

There are two main ways to create a Restocking, depending on whether the order was shipped by your warehouse or by a dropship supplier:

Dropship Return (Orders Not Shipped by Your Warehouse)

Use this method when the order was shipped by a dropship supplier and you need to manually create a restocking record.

1. Access Returns View

   Navigate to Returns.

   You’ll see several options at the top of the Returns page.

2. Click Dropship Return

   Click the “Dropship Return” button in the Returns view.

   This opens a form to manually enter return information.

3. Enter Customer Information

   Fill in the required customer details:

   • Email (optional)
   • Phone (optional)
   • Full Name (required)
   • Company (optional)
   • Address 1 (required)
   • Address 2 (optional)
   • City (required)
   • State (required)
   • Zip / Postal Code (required)
   • Country (required, defaults to “United States”)

4. Enter Order Details

   Provide the order information:

   • Order# (required) - The original order number
   • Reference# (optional) - Any reference number
   • Insurance Amount (optional, defaults to 0)

5. Add Products

   Click “Add Sku” to add products to the restocking.

   You’ll be able to add SKUs and quantities in the next step.

6. Complete Restocking Creation

   After adding products, the system creates a Restocking record with status In-Transit.

   The restocking is now ready for warehouse processing.

When to Use Each Method

• Method 1 (From Shipped Orders): Use when the order exists in your system and was shipped by your warehouse
• Method 2 (Dropship Return): Use when the order was shipped by a dropship supplier and you need to manually create the return record

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Restocking Statuses

The Restocking process goes through different statuses:

Pending

Initial status (OMS): Restocking created by OMS user, waiting for warehouse processing.

In-Transit

Initial status (WMS): Restocking created by WMS user, products on the way to warehouse.

Processed - Green

Successful: All received products match expected quantities and are in good condition.

Processed - Yellow

Minor discrepancy: Some quantities or SKUs don’t match, but processed correctly.

Processed - Red

Major discrepancy: Significant issues with quantities, SKUs, or product condition.

Status Color

The status color (green, yellow, red) is automatically determined based on discrepancies found during processing. The system compares expected vs. received quantities.

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Restocking Access

OMS View (Order Management System)

Primary Access: Returns view (main entry point)

Routes:

• Returns view → Dropship Return button
• Orders > Shipped Orders → [Order] → Restocking option

Who uses it: OMS users (managers, customer service representatives)

Purpose:

• Create restocking records for unexpected returns
• Handle dropship returns manually
• Initiate restocking from shipped orders

WMS View (Warehouse Management System)

Route: WMS > Inventory > Returns

Who uses it: Warehouse staff (warehouse staff, receivers)

Purpose: Physically process the restocking, verify products, assign bins, and finalize receipt.

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💡 Best Practices

Physical Verification

Always physically verify products before entering them into the system. Don’t rely solely on documents.

Correct Classification

Separate “Good” and “Hurt” products immediately upon receipt. This prevents errors in available inventory.

Bin Assignment

Use specific bins for returned products. This facilitates inspection and re-processing if necessary.

Documentation

Use the comments field to record important details about product condition or return reasons.

Alternative SKUs

If you receive a different SKU than expected, use the “Other SKU” field instead of forcing the original SKU.

Count Corrections

If you mark the correction option during the process, the system automatically creates a “Re-Count” record for audit purposes.

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Troubleshooting

”The Re-stocking has already been realized”

Problem: You’re trying to process a restocking that was already finalized.

Solution: Check the RMA status. If you need to make adjustments, use Corrections (Recounts) instead of reopening the restocking.

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”The quantities of SKUs and Qtys must be the same”

Problem: There are inconsistencies in the entered quantities.

Solution:

• Verify that the sum of Good + Hurt matches the total expected quantity
• If you received a different quantity, use the comments field to explain
• Complete all quantity fields before submitting

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I Can’t Create Restocking from an Order

Problem: The Restocking option doesn’t appear available.

Solution:

• Verify that the order is in Shipped
• Confirm you have OMS permissions to create restocking
• Verify that a restocking doesn’t already exist for that order
• For dropship orders, use the Dropship Return option from the Returns view instead

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I Can’t Access Dropship Return

Problem: The Dropship Return button doesn’t appear in Returns view.

Solution:

• Verify you’re accessing the correct Returns view
• Confirm you have permissions to create returns
• Check that you’re logged in as an OMS user (not WMS-only user)

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Integration with Other Processes

Billing

When a restocking is completed:

• The system records Return Handling charges according to billing configuration
• Processing fees are applied (if configured)
• Charges appear on the customer invoice

Inventory Updates

When restocking is finalized:

• QtyGood is updated for SKUs in good condition
• QtyHurt is updated for damaged SKUs
• UnitsInStock is incremented with the total products received
• A record is created in the history table with type “Re-stocking”

Backorder Activation

If the received products were on backorder:

• The system automatically releases waiting orders
• Customers are notified that the product is available again

Webhooks

A webhook is triggered when restocking is completed:

• Event: unexpected_return/order_received
• Includes: RMA ID, OrderID, final status, product details

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Next Step: Return Label Status - Track the status of return labels

See Also:

• Returns Overview - General information about returns
• Processing Returns - How to process regular returns
• Corrections (Recounts) - Inventory adjustments after receiving