Processing Returns

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.

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

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.

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

Accurate Inventory

Track returned items separately as good or damaged condition to maintain accurate stock levels.

Cost Tracking

Calculate the exact value of returns for refunds, accounting, and customer service records.

Quality Control

Distinguish between sellable and damaged items to manage restocking and quality assurance.

Flexible Processing

Adjust quantities and swap between good/hurt categories with the revert button.

Processing a Return

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

   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

Understanding Return Item Quantities

Setting Quantities Correctly

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

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

Full Return - All Good

Original Quantity: 5 units
Returned Good: 5
Returned Hurt: 0
Result: All items returned in sellable condition

Partial Return - Mixed Condition

Original Quantity: 5 units
Returned Good: 3
Returned Hurt: 2
Result: 3 sellable, 2 damaged

Partial Return - Some Kept

Original Quantity: 5 units
Returned Good: 2
Returned Hurt: 0
Result: Only 2 of 5 returned (customer kept 3)

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

Quality Control

• 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

Accuracy Tips

• 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

Efficiency Strategies

• 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

Return Processing Workflow

Here’s a typical workflow from start to finish:

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

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:

Track Return Status

Monitor the return as it moves through: Open → In Transit → Processing → Completed

Receive Items

When items arrive, verify quantities and condition match the return record

Update Inventory

System automatically adjusts inventory when return is marked “Completed”

Process Refund

Use the return total to issue customer refund via your payment processor

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Related Topics

• Returns Overview – Understand the full returns workflow
• Order Management – How orders relate to returns
• Inventory Management – How returns affect inventory
• Fulfillment Locations – Setting up locations for returns

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Need Help?

If you have questions about processing returns or encounter issues not covered here, contact OmniOrders support at [email protected]