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.

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How to Create a Restocking

1. Navigate to Shipped Order

   Go to Orders > Shipped Orders and locate the order for which you received unexpected inventory.

   Open the order details view by clicking on the order number.

2. Initiate Restocking Process

   In the shipped order view, look for the “Restocking” option (usually available in the actions menu).

   Click “Restocking” to create a return record.

3. Review Order Information

   The system automatically creates a Return Order record with:

   • Original order number with _RS suffix or similar identifier
   • Customer details and address
   • List of originally shipped products
   • Initial status: In-Transit (24) or Pending (23)

4. Wait for Physical Receipt

   The Restocking remains in In-Transit status until the warehouse confirms physical receipt of the products.

   Warehouse staff accesses through WMS > Returns to process.

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Warehouse Processing

Once the Restocking is created, warehouse staff must process it:

1. Access the Restocking

   Warehouse staff opens WMS > Returns and locates the Restocking record by RMA number.

   Opens the return order details view.

2. Verify Received Products

   For each SKU listed in the Restocking:

   • Physically verify the received quantity
   • Inspect product condition
   • Classify as Good or Hurt

3. Assign Bin Location

   For each product:

   • Select the Bin Number (storage location)
   • Enter the Good quantity (products in good condition)
   • Enter the Hurt quantity (damaged products)

   Important

   The Bin Number is mandatory. If you try to process without assigning a location, the system will show an error: “The BinNumber should not be empty”.

4. Review Alternative SKUs (Optional)

   If you receive a different SKU than expected:

   • Use the “Other SKU” field to record the actual SKU received
   • Enter corresponding quantities
   • Assign the correct Bin location

5. Submit (Finalize Process)

   Once all products are verified:

   • Click “Submit” to finalize
   • The system automatically updates inventory
   • Inventory history activity is generated
   • Billing charges are calculated (if applicable)

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Restocking Statuses

The Restocking process goes through different statuses:

Pending (23)

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

In-Transit (24)

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

Processed - Green (25)

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

Processed - Yellow (26)

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

Processed - Red (27)

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)

Route: /generate_restockingadd.php or from Orders > Shipped Orders > [Order] > Restocking

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

Purpose: Initiate the restocking process when an unexpected return is reported.

WMS View (Warehouse Management System)

Route: /Retun_orderslist.php or WMS > 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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Differences from Regular Return Orders

Feature	Restocking	Regular RMA
Initiation	Unexpected return	Prior customer request
Authorization	No prior approval required	Requires RMA authorization
Request Type	”Restocking"	"Simple_Return”, “Exchange_now”, etc.
Order Number Suffix	_RS or similar	_RG, _XA, etc.
Use	Unexpected products	Authorized returns

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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 it’s already in status 25, 26, or 27, the process is complete. 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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”The BinNumber should not be empty”

Problem: You tried to process without assigning a storage location.

Solution:

• Each processed SKU must have a Bin Number assigned
• If you don’t have a specific bin, use a temporary receiving bin
• You can reassign the bin later using Editing Bins or Bin Mirror

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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 status (9)
• Confirm you have OMS permissions to create restocking
• Verify that a restocking doesn’t already exist for that order

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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 in the products table 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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Reports and Tracking

Restocking History

Location: View in the original order view or in the Returns listing

Information included:

• Creation and processing date
• User who created and processed the restocking
• Expected vs. received quantities
• Final status (color)
• Comments and observations

Activity Log

Each restocking action is recorded in the Activity Log:

• Restocking creation
• Bin assignment
• Quantity updates
• Process finalization

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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