Return Items
Return Items
Quick Summary: Track individual returned items through inspection, view conditions, and choose disposition actions.
Overview
After the warehouse receives a return shipment, each item is inspected individually and assigned a condition (New, Used, Damaged, etc.). The Return Items list shows every individual returned item and its current status. You choose what to do with each item: restock it, quarantine it, forward it, or dispose of it.
In return workflows, RI refers to a Return Item or Return Item number. If you only have a device or product serial number, use the Serial Number filter on Returns → Return Items to find the matching return item.
Quick Start
- Navigate to Returns → Return Items
- Find the item using search or filters
- Use the Serial Number filter if you need to match a serial number to a return item
- Check the Condition assigned by the warehouse
- Select the item and choose an action: Restock, Quarantine, Forward, or Dispose
Return Item List
Columns
| Column | Description |
|---|---|
| Received Date | Date the item was received at the warehouse |
| Return Item ID | Unique identifier for this return item |
| SKU | Product SKU |
| Return FS# | Return order Floship number |
| Parent Reference | Reference number of the original order |
| Condition | Item condition after warehouse inspection |
| Status | Current disposition status |
Filters
| Filter | Description |
|---|---|
| Status | Filter by disposition status |
| Condition | Filter by item condition |
| Warehouse | Filter by warehouse |
| SKU | Filter by product SKU |
| Destination Country | Filter by destination country |
| Courier | Filter by courier |
| Tracking Status | Filter by tracking status |
| Invoiced Status | Filter by invoicing status |
| Return Order Type | Filter by type: Courier Return, Return RMA, Return RMA No Labels |
| Serial Number | Filter by serial number |
Search Fields
- Return Floship SO Number
- Parent Floship SO Number
- Return Order ID
- Parent Order ID
- Item SKU
- Item UPC
- Return Item number
Item Conditions
When the warehouse inspects a returned item, they assign one of these conditions:
| Condition | Description |
|---|---|
| New | Item is in new, sellable condition |
| Used | Item has been used but is functional |
| Damaged | Item is damaged |
| Damaged packaging | Packaging is damaged but item may be fine |
| Expired | Item has passed its expiration date |
| Cannot Decide | Warehouse cannot determine condition -- requires your input |
| Unset | Condition not yet assessed |
Note: Your account may also have custom condition codes. If you don't see Return Conditions in your Returns menu, contact your Account Manager to enable custom conditions.
Return Item Statuses
| Status | Description |
|---|---|
| Pending Action | Item received and inspected -- waiting for you to choose a disposition |
| Pending Disposal | Disposal requested -- warehouse processing |
| Pending Restock | Restock requested -- warehouse processing |
| Pending Forward | Forward requested -- warehouse processing |
| Pending Quarantine | Quarantine requested -- warehouse processing |
| Disposed | Item has been disposed (final) |
| Restocked | Item returned to sellable inventory (final) |
| Forwarded | Item shipped to another address (final) |
| Quarantined | Item placed in quarantine for further review (final) |
Actions
Select one or more items and choose a bulk action:
| Action | Available From | Description |
|---|---|---|
| Restock | Pending Action, Quarantined if not reserved for forwarding | Return item to sellable inventory |
| Quarantine | Pending Action | Place in quarantine for further inspection or review |
| Forward | Quarantined | Ship the item to a different address |
| Dispose | Pending Action, Quarantined if not reserved for forwarding | Discard the item |
Note: To forward an item, you must first quarantine it. The Forward action is only available for items in Quarantined status.
Note: If a Public API forward order has already reserved a Quarantined item, it cannot be restocked or disposed while that forwarding request is being processed.
Export
Click the Download icon to export the current return items list. The export respects active filters.
Return Item Detail
Click a return item to view its details:
- Condition -- warehouse-assessed condition
- Status -- current disposition status
- Return Order -- link to the parent return order
- Parent Order -- link to the original sales order
- Images -- photos taken during inspection (if available)
- Return Reason -- reason for return (if set)
Workflows
Workflow: Restock Items in Good Condition
When: Returned items are in new or good condition and should go back to inventory
Steps: 1. Navigate to Returns → Return Items 2. Filter by Status = Pending Action and Condition = New 3. Select the items to restock 4. Click Restock
Result: Items move to Pending Restock, then Restocked once the warehouse processes them. Stock levels update automatically.
Workflow: Quarantine Damaged Items
When: Items need further inspection before deciding what to do
Steps: 1. Navigate to Returns → Return Items 2. Filter by Condition = Damaged or Cannot Decide 3. Select the items 4. Click Quarantine
Result: Items move to Pending Quarantine, then Quarantined. A Quarantine ASN may be created for tracking.
Workflow: Forward Items to Another Address
When: Returned items need to be sent somewhere else (e.g., manufacturer, repair center)
Steps: 1. Navigate to Returns → Return Items 2. First, quarantine the items (select items in Pending Action, click Quarantine) 3. Once items reach Quarantined status, select them 4. Click Forward 5. Provide the destination address
Result: Items move to Pending Forward, then Forwarded once shipped.
Workflow: Forward Items by Condition Through the API
When: You use the Public API to create forward orders and need to choose returned items with a specific condition.
Steps: 1. Navigate to Returns → Return Items 2. Filter by Status = Quarantined 3. Confirm the Condition for the items you want to forward 4. In your API order creation request, set the order to use quarantine stock 5. Add the matching condition code to each order line that should use only that condition
Result: The forward order uses quarantined items that match the requested SKU and condition. If a line does not include a condition, any quarantined item for that SKU can be used. Reserved items may remain Quarantined while processing starts, but they cannot be restocked or disposed during that time; they then move to Pending Forward.
Troubleshooting
| Issue | Cause | Solution |
|---|---|---|
| No items showing in Return Items | Items not yet received at warehouse | Wait for warehouse to receive and inspect the return shipment |
| Item in Pending Action but no condition | Warehouse hasn't completed inspection yet | Wait for warehouse to finish processing |
| Cannot select an action | Action is not available for the item's current status, or a Quarantined item is already reserved for a forward order | Check the status -- Restock/Dispose work from Pending Action or unreserved Quarantined items; Forward requires Quarantined |
| Restocked item not showing in inventory | Restock processing may take time | Wait for status to change to Restocked, then check product stock |
| Condition shows Cannot Decide | Warehouse unable to assess -- needs your guidance | Review any inspection images, then contact your Account Manager |
| API forward order cannot find matching quarantine stock | The requested SKU and condition combination is not available in Quarantined status | Filter Return Items by SKU, Quarantined status, and Condition before retrying the request |