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Handle Returns

Goal​

Process a customer return, update order and inventory records, and coordinate with the courier.

Preconditions​

  • The order has been delivered (status delivered).
  • Your organization has a returns policy configured.
  • The courier supports return shipments (if physical return is needed).

Steps​

  1. Initiate return — Open the order in Orders and click Initiate Return.
  2. Select items — Choose which line items are being returned and specify the reason (defective, wrong item, customer request, etc.).
  3. Create return shipment (if applicable):
    • Generate a return AWB via the courier integration.
    • Provide the customer with the return label or schedule a courier pickup.
  4. Receive returned goods:
    • When the package arrives at the warehouse, scan items to verify.
    • Record any damage or discrepancies.
  5. Update inventory — Returned items in good condition are added back to stock via an inbound stock movement.
  6. Close return — The return is marked as complete. The order status reflects the return (e.g., returned or partially_returned).
  7. Notify customer — Send a WhatsApp or email confirmation that the return has been processed.

Expected result​

  • The order status is updated to reflect the return.
  • Inventory is adjusted (items in good condition are restocked).
  • The return is logged for reporting purposes.

Common issues​

IssueResolution
Return AWB creation failsCheck courier supports returns; verify API credentials.
Inventory not updated after returnEnsure the inbound stock movement was created during the receive step.
Customer not notifiedCheck WhatsApp channel is connected and templates are approved.