Processing Returns

Introduction

Once a return arrives at the warehouse, the warehouse team inspects each item and classifies it as either Good (sellable condition) or Hurt (damaged/unsellable). This process ensures accurate inventory counts and proper handling of returned products.

Processing returns is essential for maintaining inventory accuracy, identifying quality issues, and ensuring that good items quickly return to available stock.

Why Process Returns Carefully?

Accurate Inventory

Proper classification ensures inventory counts reflect true product availability and condition.

Quality Control

Inspecting returns helps identify product defects or shipping damage patterns.

Fast Re-stocking

Items marked as “Good” can be quickly returned to sellable inventory.

Damage Tracking

Track damaged items separately for warranty claims, disposal, or repair.

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How to Process Returns

1. Access the Return Order

   From Retun_orderslist.php, click on a return with status IN-TRANSIT (24) to view its details. You’ll see the return information and list of expected items.

2. Review Expected Items

   The page shows:

   • Original Items in Order: What was originally shipped
   • Restocking Requested by Seller: Items the customer is returning
   • SKU, Description, Quantities expected (Good/Hurt if specified)

3. Choose Processing Method

   You have two options:

   Option A: Quick Receive (All Items Good)

   • Click “Quick Receive” if all items are in good condition
   • System marks all items as QtyGood and completes the return automatically
   • Best for pristine returns or restocking orders

   Option B: Manual Processing (Inspect Each Item)

   • Use this when items need individual inspection
   • Allows you to specify Good vs. Hurt quantities per SKU
   • Continue to next step

4. Inspect and Classify Items (Manual Processing)

   For each SKU in the return:

   • Physically inspect the product
   • Enter quantity in QtyGood field (sellable condition)
   • Enter quantity in QtyHurt field (damaged/unsellable)
   • The total must match the expected quantity

   Classification Guide

   Good: Item is sellable - no visible damage, original packaging intact, functionally perfect.

   Hurt: Item is damaged - packaging torn, product defect, missing parts, or not resalable.

5. Select Bin Location (if required)

   For items marked as Good, specify the bin location where the product will be re-stocked. This updates inventory in the correct warehouse location.

6. Process Each Item

   After entering quantities and bin locations, click the process or receive button for each SKU. The system:

   • Creates a new record with TypeRec = 1 (warehouse processed)
   • Updates return status to PROCESSING (51)
   • Records the Process_date timestamp

7. Complete the Return

   Once all items are processed, click “Continue” to finalize the return. The system updates the return status based on results:

   • AS EXPECTED (25): All items matched seller’s expectations
   • DISCREPANCY (26): Differences between expected and received quantities
   • INCOMPLETE (27): Some items missing or not received

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Processing Options

Quick Receive

Best For

Use Quick Receive when all returned items are in perfect, sellable condition.

How it works:

• Automatically marks all items as QtyGood
• Assigns items to default bin locations
• Completes the entire return in one click
• Ideal for restocking orders from manufacturer or pristine customer returns

Access: Click “Quick receive” link from the return list view.

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Receive All As Expected

Best For

Use when the return matches exactly what the seller specified (including any damaged items).

How it works:

• Processes items according to seller’s QtyGood and QtyHurt specifications
• No additional inspection needed if you trust seller’s classification
• Completes all SKUs in one batch operation

Access: Click “Receive All As Expected” from the return detail view.

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Manual Item-by-Item Processing

Best For

Use when you need to verify condition, count quantities, or classify damage yourself.

How it works:

• Inspect each SKU individually
• Enter actual QtyGood and QtyHurt based on your inspection
• Allows for discrepancies between seller expectations and actual condition
• Provides full control and accuracy

Access: Process items directly from the Return_order_detail_Blist.php view.

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Understanding the Interface

Return Detail View Sections

Original Items

Shows what was shipped in the original order - your starting point for comparison.

Restocking Requested

Items the seller marked for return, including their expected Good/Hurt quantities.

Restocking Processed

Your inspection results - actual Good/Hurt quantities after physical inspection.

Key Fields

Field	Description
SKU	Product identifier being returned
Description	Product name and attributes (Opt1, Opt2, Opt3)
Items & Quantities Sent	Total quantity customer is returning
Qty-Good (expected)	Seller’s estimate of good condition items
Qty-Hurt (expected)	Seller’s estimate of damaged items
QTY-GOOD (processed)	Your actual count of good items after inspection
QTY-HURT (processed)	Your actual count of damaged items after inspection
BIN	Warehouse location for re-stocked good items
HURT BIN	Warehouse location for damaged items (if tracked)

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Return Status Flow

The return progresses through these statuses during processing:

IN-TRANSIT (24)
    ↓
PROCESSING (51) ← Warehouse is inspecting/processing
    ↓
Completion Status:
├─ AS EXPECTED (25) ← All items matched expectations
├─ DISCREPANCY (26) ← Quantities or conditions differed
├─ INCOMPLETE (27) ← Missing items
└─ UNEXPECTED (37) ← Received unexpected SKUs

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Best Practices

Inspect Carefully

Take time to properly inspect each item - accurate classification prevents inventory issues.

Document Damage

Take photos of damaged items for disputes or warranty claims.

Verify Quantities

Always count items physically - don’t rely solely on packing slips.

Use Correct Bins

Place good items in sellable inventory bins, hurt items in designated damage locations.

Process Promptly

Process returns quickly so inventory is accurate and customers aren’t waiting.

Note Discrepancies

Add comments if quantities or conditions differ significantly from seller expectations.

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Common Scenarios

Scenario 1: Perfect Return (All Good)

Situation: Customer returned an item in original packaging, unopened, perfect condition.

Action:

1. Click “Quick Receive”
2. System marks all items as QtyGood
3. Items return to sellable inventory immediately

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Scenario 2: Partial Damage

Situation: Customer returned 5 units - 3 are good, 2 are damaged.

Action:

1. Use manual processing
2. Enter QtyGood: 3
3. Enter QtyHurt: 2
4. Assign bin location for the 3 good units
5. Process the item
6. System tracks 3 sellable, 2 damaged separately

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Scenario 3: Wrong Item Returned

Situation: Customer returned a different SKU than expected.

Action:

1. Note the discrepancy in comments
2. Process the unexpected SKU separately if it belongs in inventory
3. Return status will be marked as DISCREPANCY (26)
4. Notify the seller/customer service team

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Scenario 4: Quantity Mismatch

Situation: Seller expected 10 items back, but only 8 arrived.

Action:

1. Enter actual quantities received (8 total)
2. Distribute between QtyGood and QtyHurt as appropriate
3. Add comment: “Only 8 of 10 expected items received”
4. Return status will be INCOMPLETE (27)

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Troubleshooting

Error: 'Quantity-received cannot be greater than Quantity sent'

Cause: You entered more items as Good + Hurt than the seller specified.

Solution:

• Re-count the physical items
• Ensure QtyGood + QtyHurt ≤ Quantity Sent
• If you genuinely received more, add comments and contact seller

Can't Find Return in List

Cause: Return may not be in IN-TRANSIT status yet.

Solution:

• Check with seller that return was initiated
• Verify return status is IN-TRANSIT (24) or PROCESSING (51)
• Use search filters to locate the RMA#

Item Already Shows 'Processed'

Cause: The SKU was already processed previously.

Solution:

• This is expected if processing in stages
• You can view processed quantities in the “Restocking Processed” section
• Items marked “processed” cannot be re-processed

Bin Location Not Available

Cause: Bin may be inactive or not assigned to this product.

Solution:

• Verify the bin exists in the warehouse
• Check that the bin is active and not archived
• Create or assign a new bin if needed

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Technical Reference

Database Fields

Field	Type	Description
TypeRec	INT	0 = Expected by seller, 1 = Processed by warehouse, -1 = Original order items
QtyGood	INT	Quantity in good/sellable condition
QtyHurt	INT	Quantity damaged/unsellable
Process_date	DATETIME	When warehouse started processing
WHProcessDate	DATETIME	When warehouse completed processing
reopen	INT	0 = Not processed, 1 = Already processed
Status	INT	Return item status (24, 51, 25, 26, 27, etc.)
BinNumber	VARCHAR	Warehouse bin location for good items

API Integration

For automated return processing via API, see:

• REST API v4: /api/v4/oms/returns/process
• Legacy API: /API/Returns/uReturns.php

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Related Pages

• Returns Overview - Learn about the return request process
• Archived Returns - View completed and archived returns
• Inventory Management - Manage inventory after processing returns
• Bin Management - Configure warehouse bin locations

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Next Steps: After processing returns, items marked as Good automatically update inventory counts and become available for new orders. Items marked as Hurt are tracked separately and may require disposal or repair.