Return Processing

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Introduction

Returns on Fynd Commerce can be triggered in two ways: by the customer (requesting a return from the storefront after delivery) or by the seller (initiating a return from the OMS on a delivered shipment). Both flows converge into the same return lifecycle — verification, reverse pickup, quality check, and credit note generation.

The return processing also differs by delivery mode. For DP-managed returns, reverse pickup and transit statuses update automatically. For self-delivery returns, you must manually update each status through the return lifecycle.

The Return Flow

Customer-Initiated Return

The standard sequence when a customer raises a return request:

If a return is rejected during verification:

Return Requested → Verify → Return Request Rejected

The rejected shipment moves back to Processed → Delivery Done in the OMS.

Seller-Initiated Return

When the seller initiates a return from a delivered shipment:

Delivered → Return button → Return DP Assigned → Return Picked
→ Return Delivered → Quality Check → Credit Note Generated

For self-delivery returns, each status transition after Return DP Assigned requires a manual update.

Step 1: Return Requested & Verification

When a customer raises a return request from the storefront, the request appears under Orders → Returns → Return Requested for your review.

Click Verify on the shipment to open the Return Summary screen. This screen provides the full context you need to make a decision:

• Product Details: SKU, product code, variant, quantity, MRP, and selling price.
• Return Reason: The reason the customer selected while initiating the return.
• Comment: Additional explanation added by the customer about the issue.
• Uploaded Images: Visual proof shared by the customer to support their claim. Click to enlarge and examine in detail.

Verification Actions

From the Action dropdown on the Return Summary screen, select one of the following:

1. I've verified and approved the return

Moves the return to the next stage. The item continues through Return Initiated → In Transit → Delivered for reverse pickup and eventual QC at your location.

2. I've verified and rejected the return

Rejects the return request. The shipment status updates to Return Request Rejected and moves back to Processed → Delivery Done in the OMS. The customer is notified of the rejection.

3. I've approved the return without Pre-Quality Check; Door Quality Check will verify it

Accepts the customer's pre-QC submission and triggers the return process, moving it to Return Initiated. This does not skip verification — the final QC will be conducted at the customer's doorstep by the logistics partner, based on catalogue images.

If Doorstep QC is disabled in your return configuration for the selected reason, using this action enables Doorstep QC for this specific shipment only. Your global return configuration remains unchanged.

4. I've approved the return without Pre-Quality Check; Door Quality Check will also be skipped

Both merchant-side and doorstep QCs are bypassed. The return is initiated immediately. Even if Doorstep QC is configured for the selected return reason, this action disables it for this specific shipment only. Your global configuration remains unchanged.

Note: Actions 3 and 4 override your global Doorstep QC setting for the individual shipment only — they do not change your overall return configuration.

Step 2: Return Initiated → In Transit → Delivered

After you approve the return, the shipment progresses through three states automatically. No seller action is required during this phase.

You can monitor these stages from the Returns super-lane in My Orders, or by checking the Shipment Journey section on the shipment detail page.

Seller-Initiated Returns

In addition to customer-initiated returns, sellers can trigger a return directly from the OMS on a DELIVERED shipment. This is useful when a customer contacts you by phone or email to request a return, or when you need to process a return on their behalf.

How to Initiate a Seller Return

1. Navigate to My Orders → Processed → Delivered (or Handed Over to Customer).
2. Open the shipment you want to return.
3. Click the Return button in the Action column next to the DELIVERED status badge.
4. Choose the items being returned and assign a return reason for each.
5. Submit the return.

A success toast confirms: "Shipment ID: [ID] has been successfully updated."

The return shipment is created and enters the return lifecycle. Depending on your delivery mode, it follows either the DP-managed or self-delivery return flow described below.

Self-Delivery Return Processing

For self-delivery orders, return status updates are not automatic — you must manually progress the return through each state using the Update Status button, just like the forward delivery flow.

When a return is initiated on a self-delivery shipment, the page shows:

• An info banner: "This is a self-delivery shipment. Click 'edit' to add self delivery details." with an Edit button to enter return pickup details.
• The Delivery Details tab showing AWB (--), Expected Delivery Date (--), Delivery Partner Account (self delivery), Delivery Partner Name (--). Each field has an edit icon to update.

Self-Delivery Return Status Progression

From RETURN DP ASSIGNED:

Click Update Status to begin. The shipment moves to RETURN DP ASSIGNED + PROCESSING as the system processes the update.

From RETURN PICKED:

After the return item is collected from the customer, update the status. The shipment shows RETURN PICKED + PROCESSING.

To CREDIT NOTE GENERATED:

Once the returned item arrives at your location and QC is complete (or skipped if applicable), the final status is CREDIT NOTE GENERATED. A notification confirms: "Return for shipment ID: [ID] has been initiated."

The typical self-delivery return progression:

RETURN DP ASSIGNED → RETURN PICKED → CREDIT NOTE GENERATED

At the CREDIT NOTE GENERATED stage, the print icon is available to download the credit note document.

DP-Managed Return Processing

For DP-managed returns, the reverse pickup and transit statuses update automatically via the delivery partner's API — the same way forward delivery statuses update. The DP schedules a reverse pickup from the customer, collects the item, and pushes status updates as the return moves through their network. No manual Update Status action is needed from the seller until the QC step.

Step 3: Quality Check (QC)

Once the returned item physically arrives at your location and the status reaches Return Delivered, you must perform a quality check.

Important: QC can only be performed when the shipment status is Return Delivered. Until then, no action is required in the OMS.

Performing the QC

1. Navigate to Orders → Returns → Return Delivered.
2. Open the shipment.
3. For each returned item, mark the product condition:
   • Good QC: The returned item is in resellable condition — no damage, complete packaging, all accessories present.
   • Bad QC: The product is incorrect, damaged, or incomplete.
4. For each item marked as Bad QC, select a relevant reason from the dropdown (e.g., "Product looks different from image", "Accessory missing", "Product damaged").
5. Click Submit.

Automated Inventory Reallocation

Once QC is submitted, inventory is reclassified automatically based on the QC result:

No manual inventory updates are needed. Stock levels adjust automatically, preventing overselling and ensuring your inventory reflects actual product conditions in real time.

Step 4: Accept the Return

After completing QC, proceed to formally accept the return:

1. Locate the shipment with Return Delivered status.
2. Open the shipment and click Accept Return from the Return Summary page.

The Accept Return button appears only after the shipment completes its QC lifecycle — either through merchant QC or doorstep QC, depending on your earlier verification choice.

Once accepted, the shipment status updates to Credit Note Generated and the item moves to the Return Accepted sub-lane.

Credit Notes

A credit note is the financial document issued to the customer when a return or refund is processed, adjusting the original invoice amount.

Auto Credit Note Generation

If Auto Credit Note Generation is enabled for your selling location (configured in Profile → Location settings), credit notes are generated automatically when a return is accepted. No manual action is needed.

Manual Credit Note Entry

If Auto Credit Note Generation is disabled, you can manually enter a Credit Note ID:

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 appears next to the Update button under the Actions column.
4. Enter the Credit Note ID (e.g., "J12345678901234").
5. Click Update.
6. The status label changes to CREDIT NOTE GENERATED.
7. The Credit Note ID appears under the Invoice Details tab of the shipment.

The Credit Note ID is merchant-defined and optional. The entered ID is saved against the shipment and reflected in reports.

Automated Reverse IRNs

For orders that already have existing forward Invoice Reference Numbers (IRNs), automated reverse IRNs are generated for cancelled or returned shipments. If the e-invoice generation fails, sellers can retry the process.

Handling In-Store Returns (Handed Over to Customer)

For items that were directly handed over to the customer in-store (rather than shipped), the return process starts from the Processed → Handed Over to Customer sub-lane:

1. Navigate to Processed → Handed Over to Customer.
2. Locate and select the relevant order.
3. Click Return.
4. Choose the items being returned and assign a return reason for each.
5. Optionally:
   • 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 (rather than returned), inventory is also updated automatically based on the cancellation reason. This follows the same automatic reallocation logic as returns.

For details on how to cancel shipments, see Confirm or Cancel a Shipment.

Inventory Buckets Reference

All inventory changes from returns and cancellations flow into one of four buckets:

Best Practices

Perform QC as soon as returns reach Return Delivered. Delays in QC delay the refund, which leads to customer complaints and potential escalations.

Use accurate reasons for Bad QC. The reason you select feeds into analytics and helps identify patterns — for example, repeated "Product damaged" returns from a specific warehouse may indicate a packaging issue.

Reconcile credit notes with finance. Especially for in-store returns where credit notes may be issued manually, ensure your finance team reconciles them against refund records.

Monitor inventory buckets regularly. Check the Damaged and Not Available buckets periodically. Items sitting in Damaged may need to be written off or sent for repair; items in Not Available may need investigation.

Don't delay verification. A pending return request sitting in Return Requested creates uncertainty for the customer. Aim to verify within 24 hours of the request.

What's Next

• Bulk Return Processing to handle multiple returns at once via the Bulk Action page.
• Return Eligibility Configuration to set up which products can be returned, return windows, and QC rules.
• Return to OMS Dashboard & Navigation to monitor returns in the Returns super-lane.