Understanding and handling return exceptions
Once a return is received at the fulfilment location, quality checks are conducted. The inventory level is then adjusted based on the item's condition.
Occasionally, certain exceptions may occur in your return journey, which can be
In this article, you will learn the impact of these return exceptions on accounting ledgers and inventory reconciliations.
Case A: Customer returned a damaged item
A return item may be considered damaged if there are major defects in the received item and it cannot be restocked.
The return and inventory status for the same will be as follows:
Return status
The return status for the item will be updated as Damaged with the Return item condition as Non sellable.
Inventory Status
The inventory status for the item will be updated as Non sellable.
Case B: Customer returned an incorrect item
A return item may be considered incorrect if it was not expected in the return.
The returned item was part of the original order
For example, a return was created for item A, and the customer returned item B of the same order instead of item A.
The return and inventory status for the same will be as follows:
Return status
The return status for item A will be updated as Lost with the Return item condition as Item is missing.
The return status for item B will be updated as Restocked/ Quarantined/ Damaged based on the item condition.
Inventory Status
The inventory status for item B will be updated as Sellable or Non sellable as per the item condition.
The returned item was not part of the original order but belongs to your brand
For example, a return was created for item A, but another item X, which was not a part of the order, was received in return. The item received belongs to your brand.
The return and inventory status for the same will be as follows:
Return status
The return status for item A will be updated as Quarantined with the Return item condition as Other item received.
Similarly, the status for item X will be updated as Restocked/ Quarantined/ Damaged based on the item condition.
Inventory Status
The inventory status for item X will be updated as Sellable or Non sellable as per the item condition.
The returned item belongs to another brand that is present at your fulfilment location
For example, a return was created for item A, but another item X, which was not a part of the order, was received. The item received belongs to another brand present at your fulfilment location.
The return and inventory status for the same will be as follows:
Return status
The return status for item A will be updated as Quarantined with the Return item condition as Unknown item received.
Similarly, the status for item X will be updated as Restocked/ Quarantined/ Damaged based on the item condition.
Inventory Status
The inventory status for item X will be updated as Sellable or Non sellable as per the item condition.
The returned item does not belong to your fulfilment location
For example, a return was created for item A, but another item X, which was not part of the order, was received. The item received does not belong to your fulfilment location.
The return and inventory status for the same will be as follows:
Return status
The return status for item A will be updated as Quarantined with the Return item condition as Unknown item received.
Similarly, the status for item X will be updated as Restocked/ Quarantined/ Damaged based on the item condition.
Inventory Status
The inventory status for item X will be updated as Sellable or Non sellable as per the item condition.
Case C: Customer switched the items while returning
For example, a customer created two different returns for both items A and B of an order. However, while returning the items, the customer returned item B instead of A and vice versa.
The return and inventory status for the same will be as follows:
Return status
The return status for both items A and B will be updated as Quarantined with the Return item condition as Other item received.
Inventory Status
The inventory status for items A and B will be updated as Sellable or Non sellable as per the item condition.
Case D: Customer returned an additional item
For example, a return was created for item A, but while returning, the customer returned some additional items as well.
The return and inventory status for the same will be as follows:
Return status
The return status for item A will be updated as Restocked/ Quarantined/ Damaged based on the item condition.
Similarly, the status for additional items will be updated as Quarantined with the Return item condition as Unknown item received.
Inventory Status
The inventory status for item A will be updated as Sellable or Non sellable as per the item condition.
The inventory status for additional items will be updated as Sellable or Non sellable as per the item condition.
