Returns
All online stores deal with returned orders. How you handle a return depends on various factors. For instance, you process a defective product differently than a dress that turns out to be too small. That’s why we have made returns as flexible as possible.
On this page
Creating a return
You can create a return in several ways. You can create a return directly from the order or create a return from the returns overview. If you link an order to your return, Picqer automatically imports all the details from that order. However, you can also enter the details manually.
Returned products
For returned products, you indicate which products have been sent back by the customer. For each product, you specify the reason for the return. Once the products arrive, you handle them with the 'Process returned products' button.
Processing returned products
While processing, you set what happens to each product. There are three statuses to choose from:
- Add to stock: the product is sellable and goes straight back into your stock.
- Received: the product has arrived, but you will judge later whether it can go back into stock. Your stock does not change yet.
- Unsalable: the product does not go back into your stock, for example because it is damaged.
If the whole return goes the same way, use 'Mark all as add to stock', 'Mark all as received' or 'Mark all as unsalable'.
Inactive products cannot be added back in stock. Picqer warns you when your selection contains them.
Choosing a location
When you put products back into stock, 'Location' decides where they end up:
- Linked product location: Picqer looks up a location linked to that product in the selected warehouse. This is the default.
- No specific location: the stock is added to the warehouse without being tied to a location. Useful when you put the products away later.
- Use container: you scan or pick a container and all products go there. The container stays linked to you so you can keep working with it.
Do you have more than one warehouse? Then first pick where the products come back under 'Warehouse to use'. Picqer preselects your preferred warehouse.
Multiple linked locations
If a product has more than one linked location in the selected warehouse, 'Linked product location' takes the first regular pick location in alphabetical order by location name. Picqer skips bulk locations here.
If the product only has bulk locations, Picqer uses the first bulk location by name. That way a return lands on your pick location by default, instead of in among your bulk stock.
Do you want to put a return somewhere else on purpose? Choose 'Use container' or 'No specific location', then put the products away with a movement.
Replacement products
Sometimes, you need to send a new product to the customer, for example, if they need a different size or if it’s a warranty issue. In that case, you add the replacement products to the return.
When the products are ready to be shipped to the customer, you create a picklist for the replacement products. Process the picklist as usual. Backorders will be created if not all replacement products are in stock.
Return statuses and reasons
Everyone handles returns differently. That’s why you can define your own return statuses and reasons via 'Settings' > 'Returns'. This way, you can add a status for each step in your return process to track progress.
Send return status update to the customer
When updating the status of a return, you can choose whether to notify the customer. If an email address is available, we’ll send the customer an email. The content of the email depends on the template linked to the return. You can edit the email content via 'Settings' > 'Templates'.
