Return Order Details
Table of Contents
- 1. Features — Basic Info / Return Items / Verification Videos
- 2. FAQ — 9 FAQs + Important Notes
- 3. Related Features
1. Features
Did the items the customer returned actually arrive? Are the quantities right? This page lets you trace the outcome of a single return: which items you registered for return, how many the warehouse actually counted, and the video of the counting process. A return order records the contents of one return; every time the warehouse verifies a batch, the received quantity is added up here — so you can update the customer on a refund or replacement without calling the warehouse.
Quick Jump: Basic Info | Return Items | Verification Videos
1.1 Basic Info
The top of the page shows the overall state of this return order:
| Field | Description |
|---|---|
| Status | Determines what you can do next; see What statuses does a return order have for what each means |
| Original Order | The original order this return belongs to; click the order number to open the order details, or use the link icon beside it to open in a new tab |
The remaining fields (Return Order Number, Note, Created At, Updated At) are self-explanatory and need no further description.
The action buttons in the top-right corner change with the return order's status. While the status is "Pending", an "Edit" button appears, letting you change the return items and quantities (once the warehouse starts verification the button disappears and the return order is locked — see Why is there no edit button). As long as no receipt has been moved into inventory, a "Cancel Return" button is shown; a canceled return instead shows a "Resume Return" button to reactivate it — see Can a return order be canceled.
1.2 Return Items
The "Return Items" table lists every item you registered for return, alongside the warehouse's actual received result.
| Field | Description |
|---|---|
| Product | Shows the product name and SKU; click to open the product |
| Inventory Type | The inventory category this item is stored under after being returned |
| Quantity | The expected return quantity you registered |
| Received | The quantity the warehouse actually counted, shown as "received / expected" |
Manufacturing Date, Expiration Date, Batch, Inventory Custom Attributes, and the item note show "-" when left blank; fill them in by name.
📌 Note: "Received" is the running total of every warehouse verification — a single return may arrive in several deliveries and be counted multiple times, and this number keeps adding up. When received differs from expected, the received number is highlighted: red for under-receiving, amber for over-receiving, so you can spot at a glance which item doesn't match. See What it means when received and expected differ.
1.3 Verification Videos
The "Videos" section shows the videos the warehouse recorded while counting this return — your most direct evidence when handling a customer's quantity dispute.
- Videos are sorted by recording time; click one to play it
- Each video has a "Download" button below it to download and keep the file
For when no videos appear, see Why can't I see any verification videos.
2. FAQ
Quick Jump: FAQ | Important Notes
2.1 FAQ
▪ What statuses does a return order have, and what does each mean?
A return order goes through these statuses from creation to completion:
- "Pending": you have just created it and the warehouse has not started counting. It can still be edited.
- "Partial Received": the warehouse has counted some items and may still be waiting for more to arrive.
- "Received": the warehouse confirms no more items are coming, and counting is finished.
- "Done": the returned items have been put back into your inventory and the whole return is complete.
- "Canceled": this return has been canceled and will not be processed.
▪ Why is there no "Edit" button?
Only return orders in "Pending" status can be edited. Once the warehouse starts counting (the status becomes "Partial Received" or later), the return order locks and the edit button disappears. This ensures the warehouse's counting basis is not changed mid-process, avoiding mismatches between records and stock. Make any adjustments before the warehouse starts verification.
▪ What does it mean when received and expected quantities differ?
It means the quantity the warehouse actually counted differs from the expected return quantity you registered:
- Received less than expected (red): the customer returned fewer units than registered, or the packages have not all arrived. If the status is still "Partial Received", the received quantity will keep accumulating as later deliveries are counted, so wait and watch; if it is already "Received", the warehouse confirms nothing more is coming and this is the final short-received result.
- Received more than expected (amber): the customer returned more units than registered. You can use this to reconcile with the customer or adjust the refund.
▪ The status is "Partial Received" — is something wrong?
Not necessarily. Returns often arrive in several packages on different days. "Partial Received" simply means the warehouse has counted what has arrived so far and is still waiting for the rest. Only after the warehouse confirms no more deliveries are coming and finalizes does the status advance to "Received".
▪ When do the returned items go back into my inventory?
When the return order status becomes "Done", the returned items have been restocked and are back in your sellable inventory. Before that (up to "Received"), the warehouse has received the items but has not yet completed the inbound process, so they do not yet count toward available stock. See Important Notes for how to confirm.
▪ Can the verification videos be downloaded?
Yes. In the "Videos" section, each video has a "Download" button below it — click it to download and keep the video file.
▪ Why can't I see any verification videos?
Possible reasons:
- The returned items have not arrived at the warehouse yet, so no counting has taken place.
- No video was recorded during counting (not every return is recorded).
▪ How do I view the original order for this return?
In Basic Info, click the order number in the "Original Order" field to open the order details; the link icon beside it opens a new tab, so you can view the return and the original order side by side. If this field shows "-", the return was created without being linked to a specific order.
▪ Can a return order be canceled? Can it be undone afterwards?
Yes. As long as no receipt has been moved into inventory, a "Cancel Return" button appears in the top-right of the details page; clicking and confirming marks the whole return as "Canceled". Canceling is reversible: a canceled return shows a "Resume Return" button instead, which returns the order to the "Pending" status so it can be edited and received again.
A return that already has a receipt moved into inventory cannot be canceled (the button does not appear), because the inventory change has already happened — handle it through the other inventory adjustment flows instead. There is no "delete" for return orders; canceling is the only way to void one, keeping the record for future traceability.
2.2 Important Notes
⚠️ Important Reminders
- Once the warehouse starts verification, the return order can no longer be modified; make any adjustments while the status is still "Pending".
- Returned items only count toward available stock once the status reaches "Done"; before "Received" they have not yet been put into inbound.
- Verification videos exist only when the warehouse actually recorded one; some return orders may have no videos.
💡 Tip: After a return is complete ("Done"), you can confirm under "Inventory Movements" that the inventory for the items increased correctly; if received and expected differ, use the received quantity on this page when reconciling with the customer.
3. Related Features
| Feature | Description | Link |
|---|---|---|
| Return List | Track the progress of all return orders | Go |
| Edit Return Order | Modify items or quantities before the warehouse starts verification | Go |
| Order Details | View the original order a return belongs to | Go |
| Inventory Movements | Confirm inventory increased correctly after restocking | Go |