> For the complete documentation index, see [llms.txt](https://docs.fulfillmenttools.com/documentation/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.fulfillmenttools.com/documentation/apps/store-operations-app/returns-beta.md). # Returns (Beta) {% hint style="info" %} This article cover the returns process in the Store Operations app. For information on APIs and customizations, see the [Returns article](/documentation/by-pillar/store-operations/returns.md). {% endhint %} Returns are handled directly within the Store Operations app, supporting the process of assessing and accepting returned items. There are two types of returns: * [**Announced returns**](#process-an-announced-return): where a consumer notifies the retailer in advance about the return. This notification typically includes information such as the return reason. * [**Unannounced returns**](#process-an-unannounced-return): where a consumer returns an item without prior notification. Both types can be managed within the Store Operations app. {% hint style="warning" %} The integrated returns process is activated by default for new tenants. For existing tenants, the remote configuration `RETURNS_INTEGRATED_FLOW_ENABLED` controls it. If deactivated, the Store Operations app switches to the standalone [Returns app](/documentation/apps/returns-app.md) for handling returns instead. {% endhint %} ## Process an announced return To process an announced return, tap **Returns** in the bottom bar of the Store Operations app, then follow the steps below. {% hint style="info" %} These steps cover the main flow. See the [Other actions](#other-actions) section for more. {% endhint %} {% stepper %} {% step %} **Find the relevant order** Scan the shipping label, return note, or tracking code to identify the return.

{% hint style="info" %} In the return process, you can't always scan the return label's QR code to identify the tracking ID or return. This is only possible if the QR code on the return label contains only the tracking ID, with no additional information. Prioritize scanning the return note whenever possible. {% endhint %} If no label is available to scan, tap the search icon and then use the search bar to search by consumer name, order number, short ID, or shipping ID.

The results will be listed. {% endstep %} {% step %} **Select the relevant order** From the results in step 1, tap the relevant order. Available announced returns are highlighted with a bell icon.

{% endstep %} {% step %} **Open the announced return section** Tap **Announced return** to access the announced return section.

{% endstep %} {% step %} **Review returned items summary** Announced returns preselect the returnable item(s) and include all information the consumer provided. Check the item(s) listed in the **Returned items** tab match the items in the parcel.

{% endstep %} {% step %} **Review each returned item** For each item in the **Returned items** tab, tap the item to open the detail screen and review the details. Input any required information that wasn't provided by the consumer, as well as your return decision, and tap **Save**. You'll return to the **Returned items** list.

{% hint style="info" %} When you return two or more of the same item, all subsequent information applies to all of them. If you need to specify a unique return reason or condition for each item, you must create them as individual items. {% endhint %} {% endstep %} {% step %} **Add more items (optional)** If more items are in the return than expected, select the **Add items** tab to add further items to the return. Tap the item (or tap **Scan** to scan it), enter the relevant details, then tap **Add**. Continue until you've added all items for the return.

{% endstep %} {% step %} **Finish the return** Tap **Finish** to complete the return.

A confirmation message is displayed, and the app returns to the scan screen.

{% endstep %} {% endstepper %} ## Process an unannounced return To process an unannounced return, tap **Returns** in the bottom bar of the Store Operations app, then follow the steps below. {% hint style="info" %} These steps cover the main flow. See the [Other actions](#other-actions) section for more. {% endhint %} {% stepper %} {% step %} **Find the relevant order** Scan the shipping label or return note to identify the return.

{% hint style="info" %} In the return process, you may not always be able to scan the return label's QR code to identify the tracking ID or return. This is only possible if the QR code on the return label contains only the tracking ID, with no additional information. Prioritize scanning the return note whenever possible. {% endhint %} If no label is available to scan, tap the search icon and then use the search bar to search by consumer name, order number, short ID, or shipping ID.

The results will be listed. {% endstep %} {% step %} **Select the relevant order** From the results in step 1, tap the relevant order. Unannounced returns don't have a bell icon.

{% endstep %} {% step %} **Open the Add return section** Tap **Add return** to access the items within the order.

{% endstep %} {% step %} **Select the item(s) to return** Select the item from the list or tap **Scan** to scan the item to add.

If the same barcode matches multiple items, for example, items listed individually by serial number, scanning it displays a selection list first. Select the correct item, and then tap **Confirm**.

Selecting an item opens the **Add item** screen. {% endstep %} {% step %} **Add the required information** On the **Add item** screen, enter any required information. **Quantity**: This is set to 1 automatically. Increase the quantity using the **+** button, or tap the quantity field to enter a specific number (this can't be below 1 or above the maximum available quantity). {% hint style="info" %} If you tap the item box, you can see the [item detail view.](#detail-sheet) {% endhint %}

**Return reason**: If the customer provided a reason and return reasons have been configured, tap the **Return reason** dropdown to select a reason. **Item condition**: If item conditions have been configured, tap the **Item condition** dropdown to select a condition. **Return decision**: Each item also requires a decision: **Accept**, **Reject**, or, if configured, **Trigger review**. Depending on configuration, **Accept** is preselected by default, and rejecting an item may require selecting a reject reason. You can add an optional note.

Repeat this process for all items in the return. {% endstep %} {% step %} **Finish the return** Tap **Finish** to complete the return.

A confirmation message is displayed, and the app returns to the scan screen.

{% endstep %} {% endstepper %} ## Other actions ### Item details The item details screen shows extended item information. You can access it from the **Add item** screen by tapping the item's image or name. The item details display the item's image, name, and item details such as item ID, color, size, and price. For items with individual attributes, such as a serial number, or performed services, such as an engraving, these are also listed. You can adjust the quantity using the same **+** or **-** buttons as on the **Add item** screen. Select **Confirm** to return to the **Add item** screen with the updated quantity, or the **X** button to return without saving changes.

### Edit and remove items Items can be edited from the **Returned items** tab up until a return is finished, using the **Edit item** screen. It offers the same fields as the **Add item** screen: * Return reason * Item condition * Return decision * Note This is especially relevant for announced returns, where a consumer's information may be incomplete or incorrect. The list marks items missing required information, and you can correct any prefilled details as needed. If you leave an **Edit item** or **Add item** screen with unsaved changes, a dialog asks whether to discard the changes or continue editing. You can also remove items from the return, whether you added them manually or the customer announced them. This removes any information added to the item and returns it to the **Add items** tab. You must confirm before removing it.

#### Leave return process To leave the return screen, tap the back arrow icon from the return screen. You'll see a warning that if you leave, all your changes will be discarded and you'll need to start the process again. {% hint style="info" %} This action is the same as [discarding a return](#discard-return). This only removes the changes you've made. It doesn't delete the return if it's been announced, and you can still return items later. {% endhint %}

### Discard return To discard any edits you've made to a return, tap the 3-dot menu icon, then select **Discard return**. You'll need to confirm that you want to discard the return changes. You'll be taken back to the return overview screen. {% hint style="info" %} This action is the same as [leaving a return](#leave-return-process). This only removes the changes you've made. It doesn't delete the return if it's been announced, and you can still return items later. {% endhint %}

### Show order details The order details screen gives you more details about the order, including consumer name, order and delivery date, and order ID. To access it, tap the 3-dot menu icon, and then select **Show order details** from the **Options** menu. To go back to the previous screen, tap **Back**.

### View processed returns You can view previously finished returns from the **Return overview** screen under **Processed returns**. Returns are grouped by the date they were processed. Selecting an item shows its return details, including the return reason, item condition, and any comment provided, along with item details such as item ID, color, size, and price. Processed returns are read-only and can't be edited.

## Troubleshooting ### Non-returnable item Some items can't be returned because of their configuration. If so, you'll see an **Item isn't returnable** notification. To proceed, select **Reject** as the return decision, then select **Item is not returnable** as the reject reason. It will still appear in the Returned items summary, but with a red cross icon. You'll need to inform the consumer that you can't process their return.

### **Offline behavior** If the device is offline, a **No internet connection** banner is displayed on the scan, search, and return screens. You can still add and review items, but you can't finish a return while offline. If you leave the return, you'll lose your changes and will need to start again.

### **Scanning errors** When scanning an item, it can result in the following errors: * The item has already been returned * Leave the order screen and check the [Processed returns](#view-processed-returns) * No items are available to add, either because all items have already been added to the return or because all items have already been returned (MDE devices only) * Check the **Returned items** tab for the item * Leave the order screen and check the [Processed returns](#view-processed-returns) * The item isn't part of the order * There could be multiple reasons for this, investigation will be needed

### **Failed return** If finishing a return fails, an error message appears with an option to retry. If a retry fails again, tap **Finish anyway**. The return then appears in the **Return overview** screen as an **Unfinished return**, with a **Return failed** tag. You can reopen an unfinished return from the overview to try again later. If it continues to fail, [contact our Support team](https://ocfulfillment.atlassian.net/servicedesk/customer/portal/1), or [discard the return](#discard-return) and try adding it again.

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