Returns QC and claims
Receive returned parcels, grade them, and track claims with marketplaces and couriers.
Overview
Returns QC receives returned parcels, records what came back, and grades each unit A to D. Claims track money owed by marketplaces or couriers for damaged, wrong or lost units.
Why use it
- Put only good returns back on sale.
- Recover money for damaged and missing units.
- Never restock a return that did not arrive.
Before you begin
- The warehouse has a returns bin.
Returns are always checked first
A returned unit never goes back on sale by itself. In a Warehouse Management warehouse, every return is received and graded in Returns QC. Without Warehouse Management, returned units wait in Stock → Inventory → Returned items, where you choose Add to stock, Damaged or Not received.
Receiving a return
Parcel arrives
find by AWB or order
Inward
into QC hold, returns bin
Grade
A, B, C or D
Outcome
resell, refurbish, scrap, claim
- 1Open Returns QC → Inward. Scan the AWB or type the order number.
- 2Choose whether it is a return to origin (RTO: never delivered) or a customer return, and the receiving warehouse. The returns bin is used by default. Add a bag reference and photos if you wish.
- 3For each order line, enter the units received. Missing units and wrong items are recorded too. Scan serials for serial items; name the lot for lot items.
- 4Save. Received units go into QC hold, and a fully returned order is marked returned.
Grading
| Grade | Condition | What happens |
|---|---|---|
| A | As new | Back on sale, channels updated, putaway task created from the returns bin |
| B | Needs refurbishing | Stays on hold; later marked refurbished (back on sale) or damaged |
| C | Damaged | Moves to Damaged; can be scrapped later; open a damage claim |
| D | Missing or wrong item | Units are written off and a claim is opened |
Parcels that never come back
When an order is cancelled after shipping, O2M waits for the parcel to return. If it has not arrived within 30 days (adjustable in Settings → Stock → Stock settings → Returns), it is written off, an alert is raised and a claim is opened.
Claims
Returns QC → Claims tracks money owed to you by a marketplace or courier for damaged, wrong, missing or lost units. Claims are opened for you for grade C and D cases and for every RTO written off, or by hand.
Open
Filed
with the claim ID
Approved / rejected
with the amount
Paid
amount received
Each claim moves from open → filed (with the claim ID) → approved (amount) or rejected → paid (amount received), or is withdrawn. Totals of open, filed and approved claims are shown.
Good to know You file claims with the marketplace or courier; O2M records and tracks them.