Returns Management

Returns Dashboard

Accessing Returns

Navigate to Returns in left sidebar to see your returns dashboard with:

Returns Overview:

• Total returns this month
• Return rate percentage
• Returns by reason (breakdown)
• Pending returns requiring action

Returns List:

• All return requests with status
• RMA numbers for tracking
• Customer and order information
• Return reasons and notes

Return Metrics

Total Returns

View by time period

Return Rate

Percentage of orders

Pending Action

Returns to process

Restocked Value

Inventory recovered

Processing Return Requests

Creating a Return

Method 1: Customer-Initiated (Premium Feature)

Customers can request returns through self-service portal:

1. Customer logs into return portal
2. Selects order and items to return
3. Chooses return reason
4. System generates RMA number automatically
5. Return label emailed to customer

Method 2: Manually Created

1. Go to Returns → Create Return
2. Search for original order by order number or customer name
3. Select items to return from the order
4. Choose return reason from dropdown
5. System generates unique RMA (Return Merchandise Authorization) number
6. Provide return shipping label or return address to customer
7. Customer ships package back with RMA number visible

Common Return Reasons

Customer-Related:

• Changed mind / no longer needed
• Ordered wrong item
• Ordered wrong size/quantity
• Duplicate order

Product Issues:

• Defective or damaged
• Wrong item shipped
• Missing parts or incomplete
• Quality concerns

Return Status Workflow

Return Status Lifecycle

Returns move through these statuses from initiation to completion:

Requested

Return initiated by customer or staff

Approved

RMA number issued, awaiting shipment

In Transit

Package on its way back to warehouse

Received

Arrived at warehouse, pending inspection

Inspecting

Quality check in progress

Restocked

Approved items added back to inventory

Refunded

Customer refund processed

Disposed

Items not restockable, disposed per policy

Inspection & Quality Control

Return Inspection Process

When returned items arrive at the warehouse, they undergo inspection:

Step 1: Receive & Scan

RMA number scanned, status updated to "Received"

Step 2: Physical Inspection

Check condition, completeness, packaging integrity

Step 3: Quality Assessment

Determine if item is:

• Restockable (like-new condition)
• Requires repackaging
• Damaged (not resellable)
• Opened/used (per return policy)

Step 4: Decision & Action

Restock, dispose, or quarantine based on inspection

Restockable Criteria

✓ Unopened original packaging
✓ No damage or defects
✓ Within expiration date
✓ All components present
✓ Meets quality standards

Disposal Criteria

✗ Opened or used products
✗ Damaged packaging or product
✗ Expired or near expiration
✗ Missing components
✗ Fails quality standards

Restocking Returned Items

Restock Process

When items pass inspection and are approved for restocking:

1. Inspection Approval
Quality team marks item as "Approved for Restock"
2. Inventory Adjustment Created
System automatically creates adjustment to add quantity back
3. Physical Return to Location
Item placed back in bin/shelf location in warehouse
4. Inventory Updated
Available inventory increased by returned quantity
5. Return Completed
Return status updated to "Restocked", refund can be processed

Batch/Lot Considerations

For products tracked by batch or lot number:

• Returned items must be assigned back to original batch
• If original batch disposed, create new batch for returns
• Document return batch separately for traceability
• Consider shelf life remaining before restocking
• Update batch expiration dates if needed

Need More Help with Returns?

Our support team can assist with returns processing, inspection criteria, and restocking procedures

Open Platform Contact Support

Returns Dashboard

Accessing Returns

Navigate to Returns in left sidebar to see your returns dashboard with:

Returns Overview:

• Total returns this month
• Return rate percentage
• Returns by reason (breakdown)
• Pending returns requiring action

Returns List:

• All return requests with status
• RMA numbers for tracking
• Customer and order information
• Return reasons and notes

Return Metrics

Total Returns

View by time period

Return Rate

Percentage of orders

Pending Action

Returns to process

Restocked Value

Inventory recovered

Processing Return Requests

Creating a Return

Method 1: Customer-Initiated (Premium Feature)

Customers can request returns through self-service portal:

1. Customer logs into return portal
2. Selects order and items to return
3. Chooses return reason
4. System generates RMA number automatically
5. Return label emailed to customer

Method 2: Manually Created

1. Go to Returns → Create Return
2. Search for original order by order number or customer name
3. Select items to return from the order
4. Choose return reason from dropdown
5. System generates unique RMA (Return Merchandise Authorization) number
6. Provide return shipping label or return address to customer
7. Customer ships package back with RMA number visible

Common Return Reasons

Customer-Related:

• Changed mind / no longer needed
• Ordered wrong item
• Ordered wrong size/quantity
• Duplicate order

Product Issues:

• Defective or damaged
• Wrong item shipped
• Missing parts or incomplete
• Quality concerns

Return Status Workflow

Return Status Lifecycle

Returns move through these statuses from initiation to completion:

Requested

Return initiated by customer or staff

Approved

RMA number issued, awaiting shipment

In Transit

Package on its way back to warehouse

Received

Arrived at warehouse, pending inspection

Inspecting

Quality check in progress

Restocked

Approved items added back to inventory

Refunded

Customer refund processed

Disposed

Items not restockable, disposed per policy

Inspection & Quality Control

Return Inspection Process

When returned items arrive at the warehouse, they undergo inspection:

Step 1: Receive & Scan

RMA number scanned, status updated to "Received"

Step 2: Physical Inspection

Check condition, completeness, packaging integrity

Step 3: Quality Assessment

Determine if item is:

• Restockable (like-new condition)
• Requires repackaging
• Damaged (not resellable)
• Opened/used (per return policy)

Step 4: Decision & Action

Restock, dispose, or quarantine based on inspection

Restockable Criteria

✓ Unopened original packaging
✓ No damage or defects
✓ Within expiration date
✓ All components present
✓ Meets quality standards

Disposal Criteria

✗ Opened or used products
✗ Damaged packaging or product
✗ Expired or near expiration
✗ Missing components
✗ Fails quality standards

Restocking Returned Items

Restock Process

When items pass inspection and are approved for restocking:

1. Inspection Approval
Quality team marks item as "Approved for Restock"
2. Inventory Adjustment Created
System automatically creates adjustment to add quantity back
3. Physical Return to Location
Item placed back in bin/shelf location in warehouse
4. Inventory Updated
Available inventory increased by returned quantity
5. Return Completed
Return status updated to "Restocked", refund can be processed

Batch/Lot Considerations

For products tracked by batch or lot number:

• Returned items must be assigned back to original batch
• If original batch disposed, create new batch for returns
• Document return batch separately for traceability
• Consider shelf life remaining before restocking
• Update batch expiration dates if needed

Quick Navigation

Returns Dashboard

Accessing Returns

Return Metrics

Processing Return Requests

Creating a Return

Common Return Reasons

Return Status Workflow

Return Status Lifecycle

Inspection & Quality Control

Return Inspection Process

Restockable Criteria

Disposal Criteria

Restocking Returned Items

Restock Process

Batch/Lot Considerations

Need More Help with Returns?

Returns Management

Quick Navigation

Returns Dashboard

Accessing Returns

Return Metrics

Processing Return Requests

Creating a Return

Common Return Reasons

Return Status Workflow

Return Status Lifecycle

Inspection & Quality Control

Return Inspection Process

Restockable Criteria

Disposal Criteria

Restocking Returned Items

Restock Process

Batch/Lot Considerations

Need More Help with Returns?