Connect the request to the order
Capture the order reference, returned items, quantities, reason and supporting evidence when appropriate.
Read this step →Operations / a practical field guide
Turn returns into a controlled workflow
Design intake, inspection, customer updates and stock disposition without losing the order history.
Start with the decisions that matter
Separate authorisation from receipt
A return request is not evidence that stock is back in the building.
Read this step →Inspect against a written rule
Document condition, completeness and any product-specific checks.
Read this step →A concrete example
A customer returns two units but the parcel contains one. The warehouse records quantity received and condition, while support keeps the original requested quantity. The case stays open for reconciliation instead of automatically refunding and restocking both units.
Turn the guide into an action plan
Use the worksheet to record evidence, open questions and the next person responsible. Check only the items you have actually reviewed. Download a text copy or print your working notes.
Open the returns worksheet →