Return details — item grading and the readiness gate

The detail screen is shared across all sources: an individual customer parcel, a Zalando carton, or an AboutYou parcel. Only the origin information bar differs.

At the top: return number, warehouse status, CS badge (if unset: CS: none), Problematic marker, scan code, marketplace chip, and a QR code for opening the return on the handheld. If the order has earlier returns, a warning shows their count.

Step by step

1. Open return details — after scanning, the system takes you here; from the list, click a row. A new return is empty: items are created only by your scans.
2. Scan the first product’s EAN in Scan return product EAN... at the top of Return products. The cursor is already there. The new row appears at the top and is the only expanded row. For a product without a barcode, enter its SKU in the same field; the system searches as it does when matching products from this marketplace to orders.
3. In the expanded row, click a tile in Grade (A, B, C, D). It saves immediately; the message Grade {grade} → {decision} confirms it. The system also adds the default decision for that grade.
4. If the default decision is not right, click another tile under Decision. Only decisions allowed for the selected grade are shown. If there is only one, the tooltip says Only this decision is available for this grade.
5. Click a tile under Reason. There is no confirmation message; the selected tile and the counter in the readiness gate show that it is set.
6. Optionally add Tags (multi-select), enter a Defect description — saved when you leave the field or press Enter, and printed on the label — and print a label with Print label beside the row.
7. Repeat steps 2–6 for each unit in the parcel.
8. If the items are the same, instead of setting each one individually expand Set for all (collapsed by default) and choose grade, decision, and reason in sequence. Each click confirms Applied to all items. The Decision row appears in this bar only after a grade is set.
9. If the goods should be kept at a particular shelf, enter or scan a description in Warehouse location, in Scan or enter a location..., then press Enter. This is plain text — use anything that will help find the parcel, such as a handwritten shelf label or a pallet by the ramp. It is not checked against the location catalog and does not affect stock. It appears in the list and is searchable with the Location filter and regular list search.
10. Check the readiness gate beside the finalization buttons: Grading, Decision, and Reason should all be complete and green. Counters show which item is missing what.
11. Click Process return — Close a return, mark it problematic, and set its Customer Service status.

There is no Save button here. Grade, decision, reason, and tags save when clicked; the defect description saves when you leave the field. Esc does not undo edits on this screen — it closes the details and returns to the list.

Items

A list of expandable rows. The newest row is expanded; the rest are collapsed. A closed return is entirely read-only.

Set fields with a single click on a tile:

Grades and decisions are configurable. Available decisions depend on grade — by default, A allows only Restock and D only Dispose. If only one decision is available, the tooltip says Only this decision is available for this grade. Forcing another one is rejected with “Decision not allowed for class”.

Tags do not affect the decision or refund.

Row actions: Print label and Remove product.

Set for all

This bar applies a grade, decision, reason, or tags to every item at once. It stays collapsed until you click its header; the Decision row appears only after setting a grade.

Readiness gate

Counters beside the completion buttons show Grading, Decision, and Reason — how many of the items have each field filled in.

To complete a return, only these three fields are required on every item. Tags, a photo, a note, and a location do not block completion.

When something is missing, the gate identifies the affected item. Errors state the count: “N product(s) have no grade”, “N product(s) have no decision”, “Required return reason — N product(s) without reason”.

Products from the order

The panel suggests how many of each item should be in the parcel. Columns: Product, Ordered, Expected, Scanned, Status. Totals at the bottom: Expected to be returned and Scanned.

The Scanned total also includes items not in the order, so it may not match the table’s row total. This is expected — Flags on return items.

Cards on the right

Order/customer details (IDs can be copied; personal data is masked according to permissions), Refunds, Warehouse location (Scan or enter a location; if absent: Not assigned), History, Notes, Photos.

The Order/customer details card shows order notes beneath the order number: Customer note, Internal note (CS uses it to record customer arrangements), Additional 1, and Additional 2 — only if filled and only if your order permissions allow them. These notes can be hidden with Settings → Returns → General → Show order notes.

Hover over an assigned location to see its three latest changes — who changed it, when, and from what to what. The full change list is in the History card below.

A location behaves like a note. You can always enter it, even on a closed return — the goods may only physically reach the shelf at that point. Changing an existing location depends on the Edit switch in the status group (Return statuses, groups, and transitions). A location cannot be cleared: an empty value is rejected, so it can only be overwritten.

Grading can be disabled

Turn it off in settings. Employees then do not grade the item at all.

Label

Printing requires a returns workstation with a printer. Rejections include: Workstation does not have a label printer configured, This workstation is not a returns workstation, Workstation not found or inactive, Label template not found, and This return item is not linked to a product. Return labels come in one size: 5×5 cm.