Returns
Return authorisation, inspection, disposition and independently approved refunds.
View filterSubmitted
- RR-26039 ORD-21377 470 3 d
- RR-15043 ORD-63033 740 6 d
- RR-91566 ORD-79359 770 12 d
- RR-80673 ORD-77233 850 12 d
- RR-56412 ORD-87314 770 3 d
RR-26039
- Order
- ORD-21377
- Amount
- 770
- Currency
- CRR-495
- RequestedBy
- RZ
- Revision
- 470
Review refund request waits for the finance reviewer.
Illustrative preview · actions are unavailable here.
Authorise a return against shipped goods
The Returns workspace starts with the original order and shipped line quantities. The order desk records the customer’s reason, the applicable policy and the goods proposed for return. Approval establishes eligibility to receive those goods. It does not confirm they have arrived and does not instruct a payment provider to refund money.
The Order Manager reviews a different requester’s proposal and any policy exception. Authorised quantities are limited by previously shipped goods after existing return commitments. Overlapping requests cannot reserve the same return capacity twice. A return reference follows the goods through partial receipts so support can distinguish an approved request from an actual warehouse arrival.
Inspect what arrived
Returns Inspector records the actual receiving location, quantity, condition, evidence and disposition for each arrival. The server limits this action to locations within that inspector’s scope. Damaged, incomplete or incorrect goods stay visible as inspection outcomes. Restock is permitted only after accepted inspection and a matching inventory-authority acknowledgement for that inspection, receiving location and quantity. The adjustment command and its stock snapshot receipt remain linked. Quarantine, repair and scrap do not immediately add sellable stock.
A repeated receipt with the same identity returns its existing result. A correction links to the earlier inspection and reverses only its attributable effects through a separately acknowledged stock-adjustment message. Its key identifies the original effect, while a different new disposition has its own command identity. Deleting the original inspection would lose the explanation for an earlier stock change and could make subsequent reconciliation impossible. Inspection authority also remains separate from refund approval.
View filterStatusPartReceivedReceived
Prepare the financial request separately
A refund proposal names its capture reference, amount, currency and allocation across merchandise, tax and shipping. Handle returns, valid cancellations and documented goodwill decisions, each with its own evidence. Original price and tax snapshots determine the available components; repricing a returned line at today’s price is not permitted.
Finance Reviewer approves another requester’s frozen refund revision. The available amount is bounded by verified captured money less succeeded and still-committed refunds. Approved, sending and unknown attempts continue to reserve capacity. A disputed payment or currency mismatch requires review before further action.
| Evidence | What it supports |
|---|---|
| Approved return | Permission to receive specified goods |
| Confirmed inspection | Condition and stock disposition |
| Independent refund decision | Authority for the exact proposed financial amount |
| Verified provider result | Whether the refund actually succeeded |
Recover from an uncertain refund
A provider timeout creates an unknown outcome. It is unsafe to release the refund capacity or issue another refund under a new identity until the provider object is reconciled. The original command key and immutable arguments remain available for a supported retry. A confirmed failure releases its own commitment; success records the actual external refund reference.
Accounting receives a separate credit handoff with its own acknowledgement. Creating that handoff is not a ledger posting. The return and refund process explains the full decision sequence, while integrations identifies the provider and accounting setup required.
View filterStatusSendingUnknownFailed
Modules
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Orders
Order intake with channel identity, commercial checks, approvals and traceable amendments.
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Allocation
Available-to-promise, reservations and backorder resolution grounded in stock authority.
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Fulfilment
Warehouse release, split shipments, tracking and cancellation acknowledgement.
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Returns
Return authorisation, inspection, disposition and independently approved refunds.
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Pricing
Price snapshots, customer agreements, discount exceptions and refund allocations.
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Reports
Order, stock, delivery and refund reporting with explicit unresolved outcomes.
Reports
All reportsReturn Reasons and Disposition
Compare authorised, received and inspected quantities by SKU, reason and condition without equating returns to refunds.
Refund Exposure
Show approved, in-flight, unknown and confirmed refunds against verified captured amounts in each currency.
Roles and permissions
Owns customer requests, source corrections and evidence of customer agreement.
Decides order risk, price exceptions and customer-facing amendments.
Receives returned goods and records their condition.
Approves bounded refund instructions and reconciles financial outcomes.
Related processes
Order intake and approval
Capture, duplicate checks and independent commercial approval before release.
5 stages · 1 approval
Order changes and cancellation
Revision-bound changes that respect accepted warehouse work and customer commitments.
6 stages · 1 approval
Returns and refunds
Independent return, inspection and refund decisions with provider reconciliation.
6 stages · 2 approvals