Complete guide to processing, reviewing, and finalizing returns in OmniOrders. Approve or reject requests, restock inventory, and issue refunds step by step.
---
title: Processing Returns
description: Complete guide to processing, reviewing, and finalizing returns in OmniOrders. Approve or reject requests, restock inventory, and issue refunds step by step.
---
Once you've initiated a return in OmniOrders, the next step is to process it. This guide shows you how to review items, specify conditions, calculate costs, and finalize return transactions.
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## What is Return Processing?
**Return processing is where you record the details of items coming back — quantities, item condition, receiving location, shipping method, and return date. Completing this step creates an accurate return record and automatically restores inventory at the selected fulfillment location.**
Return processing is where you specify the details of items being returned, including:
- **Quantities** – How many units are being returned
- **Item Condition** – Whether items are in good condition or damaged
- **Return Location** – Which fulfillment location will receive the items
- **Shipping Details** – Method and date of return shipment
- **Costs** – Total value of returned items
:::tip[When to Process a Return]
Process returns as soon as you've selected the shipment or SKUs to be returned. This creates a record for tracking and inventory management.
:::
:::note[Important Requirement]
**Only shipped orders can be returned.** The return selection modal only displays shipments with "Shipped" status. Orders that are still pending, processing, or in other states cannot be returned until they've been shipped to the customer.
:::
## Key Benefits
<CardGrid>
<IconCard title="Accurate Inventory" icon="package">
Track returned items separately as good or damaged condition to maintain accurate stock levels.
</IconCard>
<IconCard title="Cost Tracking" icon="chart-bar">
Calculate the exact value of returns for refunds, accounting, and customer service records.
</IconCard>
<IconCard title="Quality Control" icon="check-circle">
Distinguish between sellable and damaged items to manage restocking and quality assurance.
</IconCard>
<IconCard title="Flexible Processing" icon="refresh-cw">
Adjust quantities and swap between good/hurt categories with the revert button.
</IconCard>
</CardGrid>
## Processing a Return
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<Steps>
1. **Access the Return Form**
After clicking **New Return** and selecting your shipments or SKUs, click **Continue**. You'll be taken to the return processing form.
2. **Review Customer Information**
At the top of the form, you'll see:
- **Shipment Number** – The original order shipment being returned
- **Customer Name** – Who is making the return
- **Email Address** – Contact information for the customer
- **Phone Number** – Additional contact method
- **Shipping Address** – Where the original order was shipped
This information is pulled automatically from the original order.
3. **Select Return Location**
Choose the **Fulfillment Location** where returned items will be received:
- Use the dropdown to select from your active fulfillment locations
- **Note:** Warehouse-type locations are disabled (only store/vendor locations can receive returns)
- This determines where inventory will be adjusted when the return is completed
4. **Choose Shipping Method**
Select how the customer is returning the items:
- Pick from your configured shipping methods (UPS, FedEx, etc.)
- This helps track return shipment costs
- You can leave this blank if using a prepaid return label
5. **Set Return Date**
Choose when the return was initiated or when you expect to receive it:
- Click the calendar icon to pick a date
- Defaults to today's date
- Helps track return timelines and processing speed
6. **Specify Item Quantities**
For each SKU in the return, you'll see a table with these columns:
| Column | Description |
|--------|-------------|
| **Checkbox** | Select/deselect items to include in the return |
| **SKU** | Product SKU code |
| **Qty Returned Good** | Number of items returned in sellable condition |
| **Qty Returned Hurt** | Number of items returned damaged/unsellable |
| **Revert** | Button to swap good and hurt quantities |
| **Total Qty** | Shows current total / original quantity (e.g., "5 / 5") |
| **Price** | Unit price of the item |
| **Total** | Calculated cost (quantity × price) |
**Adjusting Quantities:**
- Use the **+** and **-** buttons to change quantities
- The system prevents you from exceeding the original order quantity
- Good + Hurt quantities cannot exceed the total available
:::tip[Good vs. Hurt Items]
- **Good:** Items that can be restocked and resold
- **Hurt:** Items that are damaged, defective, or otherwise unsellable
Properly categorizing items helps maintain accurate inventory and identify quality issues.
:::
7. **Use the Revert Button**
If you accidentally entered quantities in the wrong column:
- Click the **Revert** button (↔️ icon) for that item
- This swaps the "Good" and "Hurt" quantities instantly
- Saves time when processing multiple returns
8. **Add Notes (Optional)**
In the **Notes** field, you can record:
- Reason for the return
- Condition details of items
- Customer comments or complaints
- Any special handling instructions
Notes help your team understand context when reviewing returns later.
9. **Review Totals**
On the right side, you'll see a summary:
- **Total Items:** Number of SKUs being returned
- **Sub Total:** Combined value of all returned items
- **Add Rate:** (Optional) Add shipping costs if applicable
- **Total:** Final return value
This helps calculate refund amounts and track return costs.
10. **Save the Return**
- Click **Save** to create the return record
- The system generates a return ID and QR code
- The return status is set to "Open"
- You can now track the return through its lifecycle
</Steps>
## Understanding Return Item Quantities
### Setting Quantities Correctly
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When processing a return, you have three key quantity fields for each item:
1. **Original Quantity:** The amount in the original shipment (shown in Total Qty column)
2. **Qty Returned Good:** Items in sellable condition being returned
3. **Qty Returned Hurt:** Items in damaged/unsellable condition being returned
:::caution[Important Rules]
- **Good + Hurt** cannot exceed the original quantity
- If an item shows "5 / 5", you can return up to 5 units total
- The system enforces these limits with the +/- buttons
:::
### Example Scenarios
<CardGrid>
<Card title="Full Return - All Good">
**Original Quantity:** 5 units
**Returned Good:** 5
**Returned Hurt:** 0
**Result:** All items returned in sellable condition
</Card>
<Card title="Partial Return - Mixed Condition">
**Original Quantity:** 5 units
**Returned Good:** 3
**Returned Hurt:** 2
**Result:** 3 sellable, 2 damaged
</Card>
<Card title="Partial Return - Some Kept">
**Original Quantity:** 5 units
**Returned Good:** 2
**Returned Hurt:** 0
**Result:** Only 2 of 5 returned (customer kept 3)
</Card>
</CardGrid>
## Managing Return Details
### Fulfillment Location Selection
The **Fulfillment Location** dropdown determines where the returned inventory will be credited:
- **Store Locations:** Can receive returns from customers
- **Vendor Locations:** Can receive returns for supplier items
- **Warehouse Locations:** Typically disabled for direct customer returns
The dropdown shows both the location name and type to help you choose correctly.
### Shipping Method Options
Select from your configured shipping methods:
- **USPS First Class** – For lightweight returns
- **UPS Ground** – Standard return shipping
- **FedEx 2Day** – For expedited returns
- **Custom Methods** – Any methods you've configured in Settings
You can also leave this field blank if:
- Using a prepaid return label
- Customer is dropping off in person
- Return method is not relevant
### Return Date Significance
The **Date** field serves multiple purposes:
- **Tracking:** When the return was initiated
- **Metrics:** Calculate average return processing time
- **Inventory:** Know when to expect stock adjustments
- **Reporting:** Analyze return patterns over time
Set this to the date the customer initiated the return, not when you're processing it (unless they're the same).
## Calculating Return Costs
### Automatic Cost Calculation
OmniOrders automatically calculates return costs based on:
1. **Item Prices:** Unit price from the original order
2. **Return Quantities:** How many of each item are being returned
3. **Condition:** Both good and hurt items are counted
4. **Currency:** Uses your system default currency
The **Total** column updates in real-time as you adjust quantities.
### Adding Shipping Rates
If you need to factor in return shipping costs:
1. Click **Add Rate**
2. Enter the shipping cost
3. This adds to the return total
4. Useful for accounting and refund calculations
### Using Calculated Totals
The return total can be used for:
- **Refund Processing:** How much to refund the customer
- **Accounting:** Record return costs in your books
- **Restocking Fees:** Calculate fees based on return value
- **Analytics:** Track return costs over time
## Best Practices
<CardGrid>
<IconCard title="Quality Control" icon="check-circle">
- **Inspect Before Processing:** Physically inspect items before marking as good or hurt
- **Document Damage:** Take photos of damaged items for records
- **Consistent Standards:** Use the same criteria for "good" vs "hurt" across your team
- **Update Inventory:** Process returns promptly to keep inventory accurate
</IconCard>
<IconCard title="Accuracy Tips" icon="alert-circle">
- **Double-Check Quantities:** Verify counts before saving
- **Use Revert When Needed:** Don't delete and re-enter if you can revert
- **Complete Notes:** Add context for future reference
- **Select All Items:** Make sure all relevant items are checked before saving
</IconCard>
<IconCard title="Efficiency Strategies" icon="refresh-cw">
- **Batch Processing:** Process multiple returns from the same shipment together
- **Standard Notes:** Create templates for common return reasons
- **Default Methods:** Pre-select your most common shipping method
- **Quick Adjustments:** Use keyboard navigation to move between quantity fields
</IconCard>
</CardGrid>
## Return Processing Workflow
Here's a typical workflow from start to finish:
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<Steps>
1. **Customer Contacts Support**
Customer requests a return via email, chat, or phone
2. **Initiate Return in System**
Click **New Return** → Select Shipments or SKUs → **Continue**
3. **Process Return Details**
Review customer info → Select fulfillment location → Choose shipping method → Set date
4. **Categorize Items**
For each SKU, split quantity between good and hurt based on condition
5. **Add Documentation**
Enter notes about return reason and any special circumstances
6. **Review Totals**
Verify total quantity and cost calculations are correct
7. **Save Return**
Click **Save** to create the return record with "Open" status
8. **Track Return**
Monitor return status as items are shipped, received, and restocked
9. **Complete Return**
Once items are received, update status to "Completed"
10. **Process Refund**
Use the return total to process customer refund via your payment system
</Steps>
## Common Return Scenarios
### Scenario 1: Wrong Item Shipped
**Situation:** Customer received the wrong product
**How to Process:**
1. Select the incorrect item from the shipment
2. Set **Qty Returned Good** to the full quantity
3. Set **Qty Returned Hurt** to 0
4. In **Notes**, write: "Wrong item shipped - customer received [actual item]"
5. Create a separate new order for the correct item
### Scenario 2: Damaged in Transit
**Situation:** Items arrived damaged
**How to Process:**
1. Select all damaged items
2. Set **Qty Returned Good** to 0
3. Set **Qty Returned Hurt** to the full quantity
4. In **Notes**, write: "Damaged in transit - [describe damage]"
5. Mark photos/documentation for insurance claim
### Scenario 3: Partial Return
**Situation:** Customer keeping some items, returning others
**How to Process:**
1. Uncheck items the customer is keeping
2. For returned items, set quantities appropriately
3. Adjust **Qty Returned Good** and **Qty Returned Hurt** based on condition
4. In **Notes**, write: "Partial return - customer keeping [list items]"
### Scenario 4: Defective Product
**Situation:** Item doesn't work or has quality issues
**How to Process:**
1. Select the defective item
2. Set **Qty Returned Hurt** to the quantity being returned
3. Set **Qty Returned Good** to 0
4. In **Notes**, write: "Defective - [describe issue]"
5. Route to quality control for inspection
## Troubleshooting
### Can't Select Fulfillment Location
**Problem:** The fulfillment location dropdown shows locations but they're grayed out
**Solution:**
- Only **Store** and **Vendor** type locations can receive returns
- **Warehouse** locations are disabled
- If you need to use a warehouse, create a store-type location linked to it
### Quantities Won't Adjust
**Problem:** The +/- buttons don't change the quantity
**Solution:**
- Check if you've hit the maximum (original order quantity)
- Verify Good + Hurt don't exceed the total
- Try using the **Revert** button if numbers seem stuck
- Uncheck and re-check the item to reset
### Missing Items in Table
**Problem:** Not all items from the shipment are showing
**Solution:**
- Go back and verify you selected the correct shipment
- Check if items were already returned in a previous transaction
- Some items may be non-returnable (check product settings)
### Total Doesn't Match Expected
**Problem:** The calculated total seems wrong
**Solution:**
- Verify the unit prices are correct (from original order)
- Check if any items are unchecked (not included in total)
- Make sure quantities are set correctly
- Remember: Both good and hurt items count toward the total
## Next Steps
After processing a return:
<CardGrid>
<Card title="Track Return Status" icon="📊">
Monitor the return as it moves through: Open → In Transit → Processing → Completed
</Card>
<Card title="Receive Items" icon="📦">
When items arrive, verify quantities and condition match the return record
</Card>
<Card title="Update Inventory" icon="🔄">
System automatically adjusts inventory when return is marked "Completed"
</Card>
<Card title="Process Refund" icon="💰">
Use the return total to issue customer refund via your payment processor
</Card>
</CardGrid>
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## Related Topics
- [Returns Overview](/returns/overview/) – Understand the full returns workflow
- [Order Management](/orders/overview/) – How orders relate to returns
- [Inventory Management](/inventory/overview/) – How returns affect inventory
- [Fulfillment Locations](/inventory/locations/) – Setting up locations for returns
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:::note[Need Help?]
If you have questions about processing returns or encounter issues not covered here, contact OmniOrders support at **[email protected]**
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