Return requests

Listing return packages, approving by scanning barcodes or rejecting with a reason, opening return requests from orders, and exporting to Excel.

On the Return requests screen, products returned by customers are tracked as return packages and a return decision is made. When a return package arrives at the store or warehouse, you approve the return by scanning the product barcodes; if the expected product did not arrive or the product is not suitable for return, you reject it by selecting a reason. If you have the authority, you can also manually open a return request for an order. The screen is used by store staff, warehouse team, and the operations team managing return processes.

Accessing the screen

Select Order Management System › Orders › Return requests from the left menu.

You can also come from other screens:

• In the Orders list, if there is a return request badge (↩ symbol and request count) next to the order number, click the badge; if you have permission, the badge works as a link to this screen. Hovering over the badge shows N return requests. The screen opens filtered by that order number.
• The N return requests badge on the package card in the Order detail also opens the return packages of the order similarly.
• The OMS Overview page has a Quick access card with a Return requests link.

If you do not see it in the menu, your account does not have permission for this screen.

Screen sections

When the screen opens, it briefly shows Loading available filters…. During this time, your account type is read (store user or admin); visible filters, columns, and buttons are determined accordingly.

• Title: Return requests.
• Filter card: All filters are ready on the card; there is no separate Detailed filters menu. At the bottom of the card are the By return package / By order view selection, Clear, and Filter buttons.
• List toolbar: Per page selection (25, 50, 100; default 25), result count, Show hidden details, Download Excel, Create return if authorized, sorting selection and direction button, refresh icon, and Columns menu.
• List: each row shows a return package or a summary of return packages of an order, depending on the selected view.

Loading the list

For admin users, the list does not load automatically on open. The table shows No search yet and Select filters and press "Filter"; the list does not load automatically for admin users., and no result count. Select filters and press Filter. If you opened the screen with an order number (e.g., from the badge in the order list or detail), the list loads directly.

For other users (e.g., store users), the list loads immediately when the screen opens.

Filtering and searching

Entries in filters are applied when you press the Filter button (or Enter key in a field); until then, the list does not change. If there is an unapplied change, the Filter button is highlighted. Clear empties all filters and reloads the list.

Tip: Clear also empties the date range; the screen start date resets to the last 30 days. For older returns, manually change the Return date range; it is recommended to keep the range within 30 days.

Sorting

Sorting options in the toolbar include Return date, Order number, and Order date; the adjacent button toggles ascending/descending. Sorting is applied with Filter like filters. The default sorting in By return package view is descending by return date.

In By order view, if no sorting is selected, packages are sorted by order number even if Return date is shown in the selection box. To sort by return date, change the selection once and reselect Return date, then press Filter.

Views

Switch between two views using the selection at the bottom of the filter card. Changing the view clears the table and shows View changed; results load with Filter. Filters are the same in both views.

• By return package (default): each row is a return package.
• By order: return packages on the page are grouped by order; each row is a summary of returns for an order. Decisions can also be made here.

List

By return package view

Result count is shown as Filter result: N packages.

Icons at the end of the row:

• Detail (eye icon): opens the Return package details box.
• Open order (diagonal arrow): opens the order detail page.
• Approve / Reject (green clipboard icon): visible only for packages without a decision and if you have permission to decide.

You can hide or show columns except Order no from the Columns menu; your selection is saved in this browser.

By order view

Result count is shown as Filter result: N return packages (grouped by order). Pagination is by return package count; grouping is only among packages on the current page. The same explanation is shown as a note below the list.

Two buttons are at the end of the row: Return details (down arrow) opens the order's packages below the row, which you can close with Close; Open order opens the order detail page. Multiple orders can be opened simultaneously.

The opened table shows columns for each package: Package no, Product details (image and product names), Barcode, Qty, Order amount, Return reason, Status, Carrier (not shown to store users), and Actions. The Actions column contains Detail, Open order, and Approve / Reject buttons; no view change is needed to decide.

Actions

Viewing package details

1. Click the Detail icon in the row.
2. The Return package details box opens; order and package numbers are shown under the title.
3. The table includes Product details and Qty columns. Each product row shows image, barcode starting with #, color and product name, SKU, Size, and row ID. The row ID is green for approved products and red for rejected ones.
4. Rejected products show Rejection reason and Description. If the customer added photos to the return, small thumbnails appear under Images; clicking opens the large image in a new tab.
5. Close the box with Close.

Approving and rejecting returns

When the package arrives, you make the decision by scanning barcodes. Each scanned product is approved; for unscanned products, you proceed to rejection.

1. Click the Approve / Reject icon on the row of the package awaiting decision. The Approve return request box opens with a warning: Products not scanned will be directed to rejection step.
2. In the Scan the barcode of the returned product section, the cursor is in the Scan barcode field. Scan the product barcode with a handheld terminal (terminal sends Enter) or type the barcode and press Read.
   • If the barcode matches, Product scanned: … appears, the product row turns green, and Status column shows Scanned. Unscanned products show Pending; previously decided products have an empty status column.
   • If multiple quantities of the same product exist, each scan marks the next quantity. When all are scanned, This product is already scanned: … appears.
   • If the barcode does not belong to any pending product in the package, The scanned barcode does not match a product to be returned. appears.
   • Case differences are ignored.
3. If no handheld terminal is available, press Scan with camera. The browser requests camera permission; if granted, the device's rear camera opens and reads barcodes (EAN-13, EAN-8, Code 128, Code 39). The same barcode is not counted twice within 1.5 seconds; wait briefly to scan the next quantity. Close the camera with Close camera.
4. The N / N scanned badge next to the section shows how many products have been scanned; it turns green when all are scanned.
5. Press Approve. The next step depends on scanning results:
   • If all products are scanned, the box moves to Complete approval step with the message N products will be approved as returned. This action cannot be undone. Confirm with Yes, approve or go back with Back.
   • If there are unscanned products, the box moves to Reject return request step (see below).
6. When the decision is sent, a notification The operation was completed appears, the box closes, and the list refreshes.

To cancel, press Cancel the return; no decision is sent. Buttons lock and the box cannot be closed while sending. If sending fails, an error message appears below the box, which remains open for retry.

Warning: The return decision cannot be undone. Check scanned and rejected products before sending.

Rejection step

Only products awaiting decision and not scanned are listed here. You cannot return to scanning from this step; to continue scanning, close the box with Cancel the return and reopen the package (scans reset).

1. Check the box for products you want to reject. The header checkbox (Select all) selects all products in the list.
2. For each selected product, choose a reason from Select a reason (required) (Select a reason). If no reason is selected, a warning Please select a reject reason. appears on the row.
3. Optionally, write a note for the product in the Description field.
4. The bottom button label changes according to your selection:
   • Approve and reject: scanned products are approved, selected ones are rejected.
   • Approve without rejecting: no products selected for rejection; only scanned products are approved.
   • Reject only: no products scanned; only selected products are rejected.
5. Press the button. The decision is sent immediately without a second confirmation.

Products neither scanned nor selected for rejection remain Awaiting decision; you can reopen the package later with Approve / Reject.

Possible warnings:

• Some rejected products have no reason.: A selected row lacks a reason.
• Please select the products to approve or reject.: No products scanned or selected for rejection.

For store users

Depending on your workspace settings, store users may not be able to reject returns. In this case, the scanning step shows the warning As a store user, you cannot reject the return request. You can only approve by scanning all product barcodes. If you press Approve without scanning all products, the warning Store users cannot reject return requests. You must scan all product barcodes to approve. appears and the rejection step is skipped.

Creating a return

Used when you need to open a return request on behalf of the customer (e.g., a request received by customer service). The Create return button is visible only to users with return creation permission.

1. Press the Create return button in the toolbar. The Create return request box opens.
2. Enter the order number in the Order number field (Enter order number) and press Enter or the Load order button.
3. The order's products are listed in a table with the heading Select the products to return (required). Columns include Pick, Product details (name, color, size), Qty, Returns, Return reason, and Description.
4. For each product to be returned:
   • Check the box in the Pick column. Other fields in the row open when selected.
   • Select the quantity in the Returns field (Select quantity). The list offers options up to the maximum returnable quantity; the Qty column shows the ordered quantity. Products with no returnable quantity show No returnable quantity.
   • Select a Return reason (Select a reason); required.
   • Optionally, write a Description (Optional description, max 200 characters).
5. Press Return. The button is inactive until the order is loaded.
6. A notification Products returned appears, the box closes, and the list refreshes. The created request is pending approval and appears as Awaiting decision in the list; decisions are made as described above.

Closing with Cancel clears entered data. If sending fails, an error message appears below the box, which remains open.

Possible warnings in the box:

Warning: If you select a product but leave its return quantity empty while other selected products have quantities, the product is excluded from the request without warning. Check that each selected row has a quantity before sending.

Showing hidden details

Customer names are masked by default in the list: only the first and last letters of each word are visible; two-letter words are fully hidden. Press the Show hidden details button in the toolbar to reveal full names; the button label changes to Hide details. The unmasked view lasts only while the page is open; refreshing masks names again.

Downloading Excel

1. Load the list with desired filters.
2. Press the Download Excel button.
3. The browser downloads a .xlsx file.

The file contains only packages on the displayed page; to get all results, increase Per page or download pages one by one. The file downloads packages as rows even in the by order view. Columns: Order no, Order date, Customer Full Name, Package no, Status, Quantity in Package, Cargo key, Shipment package no, Shipment cargo code, Return reason, Tracking link, Cargo Tracking Number. If the list is empty or no search was made, the button does nothing. If the file cannot be created, a notification Could not create the Excel file appears.

Warning: Customer names in the Excel file appear in full regardless of masking on screen. Remember it contains personal data when sharing the file.

Statuses

Decision status

Package status

The badge shows the return package's stage: Created, Shipped, Returned, In warehouse, Partial return, Return requested, Return denied, Return pending, Return delivered to store. If a status not in this list appears, it is shown by the general order status name or as is if none.

General status in by order view

Common situations

• List is empty and shows No search yet: For admin users, the list does not load automatically. Select filters and press Filter.
• The return I am looking for is not in the list: When Decision is empty, only packages awaiting decision appear; to find decided packages, select Approved or Rejected. Also check that the Return date range covers the return date.
• Approve / Reject button is missing: The button appears only on packages without a decision and if you have permission to decide.
• Cannot proceed to rejection step: If you are a store user and your workspace settings do not allow rejection, you can only approve by scanning all products. If some products are missing, leave the package awaiting decision and notify your manager.
• Camera does not open: If you see The browser does not support camera access. or Camera permission was denied or the camera could not be opened., enable camera permission for this site or scan barcodes with a handheld terminal or manually.
• Changed view and list cleared: View change applies after pressing Filter. If the table shows View changed, press Filter.

Related screens

• Orders
• Orders — detail
• Return invoices
• Inspection requests
• Using list screens