Return Processing

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There is always a possibility that a customer might return a shipment due to any unforeseeable reason. In that case, the return is initiated and the returned product is delivered back to you.

The standard sequence followed for returns is:

Return Requested → Verify → (Return Initiated → Return In Transit → Return Delivered → Return Accepted) / (Return Request Rejected)

Return Requested & Verification

When a customer raises a return request from the storefront, the request becomes visible under Orders > Returns > Return Requested for merchant review.

Click Verify to open the Return Summary screen. This screen provides full context for decision-making:

• Product Details: Including SKU, product code, variant, quantity, MRP, and selling price.
• Return Reason: The reason selected by the customer while initiating the return.
• Comment: Additional information added by the customer to explain the issue.
• Uploaded Images: Visual proof shared by the customer to support their return claim. These can be clicked to enlarge and examined in detail.

From the Action dropdown, select one of the following available action types to proceed:

1. I’ve verified and approved the return
   1. Moves the return to the next stage in the flow.
   2. The item will continue to Return Initiated → In Transit → Delivered.
2. I’ve verified and rejected the return
   1. Rejects the return request.
   2. If the return request is rejected during verification, the shipment status is updated to Return Request Rejected and appears under the Processed > Delivery Done tab in the OMS.
3. I’ve approved the return without Pre-Quality Check; Door Quality Check will verify it
   1. This action accepts the Pre-QC submitted by the customer, triggering the return process and moving the return request to the Return Initiated status.
   2. It doesn’t skip verification. If Doorstep QC is disabled in the return configuration for the selected reason, approving via this action will enable Doorstep QC only for this specific shipment. This override does not affect the overall return configuration.
   3. The final QC will be conducted at the customer’s doorstep by the logistics partner, based on catalogue images.
4. I’ve approved the return without Pre-Quality Check; Door Quality Check will also be skipped
   1. Both merchant-side and doorstep QCs are bypassed.
   2. Even if Doorstep QC is configured for the selected return reason, using this action disables it for this specific shipment only.
   3. The global return configuration remains unchanged.
   4. The return process is triggered, and the return is initiated immediately afterward.

Managing post-return and cancellation workflows

This section describes how to process returns, perform quality checks (QC), approve return requests, and handle in-store returns in the Fynd OMS. It also explains how inventory is reallocated automatically based on QC outcomes or cancellation reasons.

Watch a short video that walks you through:

Final quality check (QC) after return delivery

After Return Delivered, or after a successful Door Quality Check (if one was configured), the returned shipment reaches you.

At this stage, you must perform a final quality check (QC).

Marking product condition:

• Good QC: If the returned item is in resellable condition.
• Bad QC: If the product is incorrect, damaged, or incomplete.

For each item marked as Bad QC, select a relevant reason (e.g. Product looks different from image, Accessory missing).

Accepting a return manually

After completing QC, proceed to accept the return:

1. Go to Orders > My Orders.
2. Locate a shipment with Return Delivered status.
3. Open the shipment and select Accept Return from the Return Summary page.

Automated inventory reallocation

Once QC is submitted, inventory is reclassified automatically:

Shipment status is updated to Credit Note Generated, and stock levels are adjusted accordingly - no manual updates needed.

This automation prevents overselling and ensures your inventory reflects actual product conditions in real time.

Handling in-store returns (Handed Over to Customer)

To accept returns for items directly handed over in-store:

1. Go to Processed > Handed Over to Customer.

2. Locate and select the relevant order.

3. Select Return.

4. Choose the items being returned and assign a reason for each.

5. (Optional)

   • Issue a credit note for unregistered customers.
   • Specify a refund method (store credit, original payment method, etc.).

Cancellation-based inventory reallocation

When a shipment is cancelled, inventory is also updated automatically based on the reason selected.

To cancel a shipment:

1. Go to Orders > My Orders.
2. Open the shipment and select Cancel.
3. Choose the applicable cancellation reason.
4. Select Submit.

Inventory reallocation logic:

Inventory buckets explained

Inventory automatically updates into one of the following buckets based on system actions:

Best practices

• Perform QC as soon as shipments reach Return Delivered.
• Use clear, accurate reasons for Bad QC or cancellations.
• Regularly check inventory buckets to monitor non-sellable stock.
• Reconcile credit notes and refunds with your finance team (especially for in-store returns).

Automated reverse Invoice Reference Numbers (IRNs) are generated for canceled or returned shipments for orders that already have existing forward IRNs.

Sellers have the convenience of retrying the e-invoice generation process in the event of any failure.

Processing and Accepting Returned Shipments in OMS

1. Monitor your incoming returns by navigating to the Returned super lane within the OMS.
2. Observe the status of the return; for example, a shipment may initially appear in the "return initiated" stage.
3. Check the shipment journey for updates, but note that as a seller, no action is required until the returned shipment is physically delivered to you.
4. Once you receive the package, you must accept the return in the system.
5. Conduct a quality check (QC) and record the quantity of items returned in good condition versus those in bad condition.
6. For any items categorized under bad condition, you must provide a specific reason for the QC status.
7. Click the Submit button to finalize the return processing.
8. Verify that the shipment status has updated to "credit note generated" and that the item now appears in the "return accepted" sub-lane.

Manually enter a Credit Note ID for a shipment

Merchants can manually enter a Credit Note ID for any shipment directly from the Order Details screen. This can be used when Auto Credit Note Generation is disabled for a fulfilment location.

When can you add a Credit Note ID?

You can enter a Credit Note ID for any order that has been invoiced and is later returned, cancelled, or marked as RTO. If a credit note has already been auto-generated or manually added, the action button to update it will no longer be available.

How it works

1. Open the Order Details page.
2. Each shipment is listed with status, price, items, and actions.
3. If the order has been invoiced and is returned, cancelled, or marked as RTO, an input field will appear next to the Update button under the Actions column.
4. Manually enter the Credit Note ID (e.g., J12345678901234) into the field.
5. Click Update to save it.
6. Once updated, the status label will change to CREDIT NOTE GENERATED.
7. Once added, the Credit Note ID will be displayed under the Invoice Details tab of the respective shipment.