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 (accessible via /Retun_orderslist.php) to view all return orders. Requires appropriate WMS permissions.

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 instantly by entering the Shipping#. 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	Status Code	Description
PENDING YOUR SUBMIT	23	Return created but not yet submitted. Label not generated.
IN-TRANSIT	24	Customer has shipped the return. Package is on the way to your warehouse.
PROCESSING	51	Return package has arrived and is being processed in your warehouse.
COMPLETE	25	Return processed successfully. All items inspected and inventory updated.
DISCREPANCY	26	Return processed but there was a discrepancy (wrong items, wrong quantity, etc.).
UNEXPECTED	37	Return contains unexpected items that weren’t in the original order.
ARCHIVED COMPLETE	28	Return completed and archived.
ARCHIVED DISCREPANCY	29	Return with discrepancy archived.
ARCHIVED UNEXPECTED	38	Unexpected return archived.

Viewing Returns

1. Navigate to Returns

   Go to Inventory → Returns or access /Retun_orderslist.php directly.

2. Review the List

   The table shows all return orders with:

   • RMA ID - Return Merchandise Authorization ID (click to view details)
   • Order ID - Original order number
   • Order Number - Customer order number
   • Account - OMS account ID
   • Request Type - Type of return (Simple Return, Exchange, etc.)
   • Tracking# - Tracking number for the return shipment
   • Status - Current return status
   • Customer Name - Customer first and last name
   • Customer Zip - Customer zip code
   • Order Date - Date of original order
   • Process Date - When return was processed

3. Filter Returns

   Use search and filter options to find specific returns:

   • Filter by status
   • Filter by account
   • Filter by SKU
   • Search by Order ID or Tracking#

4. Sort Columns

   Click column headers to sort by that field. Click again to reverse the sort order.

Quick Return Initiation

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

1. Enter Shipping#

   In the Quick Receive section at the top, enter the Shipping# (Order ID) of the order being returned.

2. Click Initiate Return

   Click the Initiate Return button.

3. System Creates Return

   The system automatically:

   • Creates a return order (RMA)
   • Sets status to IN-TRANSIT (24) or PROCESSING (51)
   • Links to the original order
   • Prepares for processing

4. Start Processing

   Click on the RMA ID to open the return details and start processing.

Return Already Exists

If a return already exists for that Shipping#, the system will warn you. You can continue to create a restocking request if needed.

Processing Returns

When a return package arrives (Status 24 or 51):

1. Open Return Details

   Click on the RMA ID for a return with status IN-TRANSIT (24) or PROCESSING (51).

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 (25)
   • 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. Use Basic Search

   Enter keywords in the search box to find returns by:

   • Order ID
   • RMA ID
   • Tracking number
   • Customer name

2. Use Advanced Filters

   Click Advanced Search to filter by:

   • Status (IN-TRANSIT, PROCESSING, COMPLETE, etc.)
   • Account
   • SKU
   • Order Status
   • Date range

3. Filter by Status

   Focus on returns that need attention:

   • IN-TRANSIT (24) - Packages on the way
   • PROCESSING (51) - Currently being processed
   • COMPLETE (25) - Ready for review

Exporting Return Data

1. Select Export Format

   Use the export options to download return data:

   • CSV format for spreadsheet analysis
   • Excel format for detailed reports

2. Export All or Filtered

   Export either:

   • All returns (if no filters applied)
   • Filtered results (only matching your current filters)

3. Use Exported Data

   Use exported data for:

   • Return rate analysis
   • Customer service reports
   • Inventory reconciliation
   • Accounting records

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 Receive

Use Quick Receive 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 are applied that might hide it
• Verify the return hasn’t been archived
• Search by Order ID or RMA ID directly
• 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 (Status 26)
• 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 (24) or PROCESSING (51)
• 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 - Move completed returns to Archived Returns for record keeping
4. Monitor Inventory - Verify that good items were restocked correctly