Returns — what the module contains

The module handles goods coming back from customers — from the moment the parcel is in transit until the money is refunded.

There is one menu item: Returns. All screens open from within it.

Step by step

Open the right screen

1. Click Returns in the sidebar. The list of individual returns opens.
2. At the top, choose one of four tabs: Returns, Consolidated, Wholesale returns (visible only when the feature is enabled), or Refunds. Each tab shows a count.
3. Beneath the page title is a bar with four buttons: Scan, List, Putaway, Tracking. Their shortcuts are shown below: Alt+1, Alt+2, Alt+3, Alt+4. Tooltips: Return scanner (Alt+1), Return list (Alt+2), Put away to location (Alt+3), Parcels in transit (Alt+4).
4. Alt+N shortcuts work on every returns screen, including the scanner. They are paused only when the cursor is in a text field or a dialog is open. On a phone or handheld scanner, the bar fills the width and the shortcut labels disappear.
5. Click a row to open a return. The second contextual tab, Return details, becomes active and the return number appears after #. Before you open a return, this tab is disabled with the tooltip Open a return from the list to see details.
6. Return to the list using the List tab or Esc. In details, ← and → move to the previous and next return in the currently filtered results.

Check whether a parcel is still in transit

1. Press Alt+4 or click Tracking. The Parcels in transit screen opens with the caption Overview of return transit statuses to the warehouse — carrier data.
2. Choose a view above the list: In transit (30 days) (the default) or Lost / no return (older). The selected view shows a parcel count. Search, filters, and export apply within the selected view. Items are newest first, by the return request date, or, if absent, by when the notification reached the system.
3. Four counters appear at the top: In transit, Out for delivery, Delivered today (entire company), All active. The first, second, and fourth count entries in the list, respecting view, filters, and search. Delivered today (entire company) counts all company notifications delivered today (company timezone), regardless of view, filters, or search — including those already converted into returns.
4. Search by number in Search tracking, waybill, order no.... It also finds return numbers from return services such as Wygodne Zwroty. No result? Check the other view.
5. Expand the filter panel for Carrier, Source, WMS status (Pending / Received / Needs attention), MP status (Return requested, Label generated, Shipped, In transit, Waiting at pickup point, Delivered, Uncollected parcel), Date from, and Date to.
6. Carrier status shows a stage: In transit, Out for delivery, Delivered, or Discrepancy when there is a problem. Not shipped (under WMS status: Pending) means a return was requested through a returns service, such as Wygodne Zwroty, but the customer has not shipped the parcel yet.
7. The refresh icon (tooltip Refresh) reloads the view. The download icon beside it exports to XLSX.
8. These are still notifications, not returns. A return is created only when the parcel is scanned — Return scanning — find or create a return.

List tabs

• Returns — individual customer returns.
• Consolidated — Zalando ZRS cartons and AboutYou parcels.
• Wholesale returns — visible only when enabled for the company.
• Refunds — history and decisions about money.

Quick action bar

Parcels in transit

This is a view of return transport to the warehouse based on carrier data. Cards: In transit, Out for delivery, Delivered today (entire company), All active. Carrier status stages: In transit → Out for delivery → Delivered, or Discrepancy when there is a problem. On the warehouse side (WMS status): Pending, Received, Needs attention.

Returns from return services (for example Wygodne Zwroty) appear from the moment they are requested — before the customer ships the parcel they have carrier status Not shipped (WMS: Pending), and are not counted in In transit. Marketplace returns appear only once the parcel is in transit.

The In transit (30 days) view shows notifications from the last 30 days, counted from the return request date. For a notification without a request date — such as an uncollected parcel or a Zalando return label — age starts when it appeared in the system. Older entries move to Lost / no return (older): parcels that did not arrive or for which nobody created a return. Older notifications do not silently disappear; they move to this view.

A notification received after a return has already been created is automatically linked to that return and disappears from the list. This can happen when an uncollected parcel is scanned before the system detects it or when a marketplace return is imported after the return is created. This applies only if the order has exactly one return and that return has no notification yet. When there are several returns, the notification stays in the list because it is unclear which one it belongs to. It also stays when:

• the customer requested the return after the return record was created — this is a second return for the same order, not a late notice for the first;
• the return was created before an uncollected parcel existed — the return concerns the earlier shipment;
• a store or marketplace notification has the order number of another store (two stores may use the same order number).

For marketplace or returns-service notifications, the system retries linking them on every synchronization until a return is linked. For an uncollected parcel, it tries once when creating the notification. AboutYou and Tradebyte requests do not have a request date, so they are linked without checking when the customer requested the return.

These are notifications, not returns. A return is created only when someone scans the parcel — Return scanning — find or create a return.

Screens outside the menu

• Return baskets — view of parcels received at the ramp, available by direct URL.
• Returns analytics — a separate report in Dashboards.

Everything is configurable

Settings → Warehouse → Returns, with tabs: General, Automation, Grading, Reasons, Item tags, Putaway, Refund, Consolidated parcels (Zalando, AboutYou), Wholesale returns.

Return statuses are not hard-coded — each company has its own. Names in this documentation describe the default flow, not the only possible one: Return statuses, groups, and transitions.

When goods are added to stock

Not when a return is created and not when it is completed — only when goods are physically put away at a location. This is the most common misunderstanding in the module: Return putaway — this is when goods enter stock.