Returns Process

The Returns process helps you handle customer returns efficiently. You can search for returns using three different methods, view all return details, and update the status when packages arrive at the warehouse.

This guide walks you through the complete process from searching for a return to updating its status.

Quick Start

Search for a return using Tracking#, Shipping#, or RMA. When the status shows IN-TRANSIT, tap In warehouse to update it. The button only works when the return is in transit.

Complete Returns Process

The Returns process has three main steps:

1. Search for the return - Find the return using Tracking#, Shipping#, or RMA
2. Review return details - Check all information matches the physical package
3. Update status - Mark the return as “In warehouse” when it arrives

Step 1: Search for a Return

You can search for returns using three different methods. The app only uses one field at a time, so when you click on a field, the others are automatically cleared.

1. Open the Returns module

   From the main menu, tap Returns. The Returns screen opens with three empty search fields at the top.

2. Choose your search method

   You can search using any of these three fields:

   • Tracking# - Tracking number of the return package
   • Shipping# - Shipping number of the original order
   • RMA - Return Merchandise Authorization number

   Click on the field you want to use. The other two fields will be cleared automatically.

3. Enter the search value

   You can enter the value in two ways:

   Option A: Camera Scanner

   • Tap the camera icon in the toolbar
   • If you don’t have the “Barcode Scanner” app installed, you’ll be asked to install it
   • Scan the barcode with the camera
   • The value will be entered automatically

   Option B: Keyboard Entry

   • Type the number manually using the device keyboard
   • Press Enter or tap OK to search

4. Search for the return

   After entering the value, tap the OK button. The app shows a “Please wait” message while searching.

5. Wait for results

   The app connects to the server and searches for the return. If found, all details appear in the Details section below.

Search Field Behavior

One field at a time:

• When you click on a field, the other two are automatically cleared
• This prevents confusion about which search method you’re using
• The app tracks which field is active using focus

Field hints:

• Without scanner: “Enter Shipping#”, “Enter Tracking#”, “Enter RMA”

Enter key support:

• You can press Enter after typing to search automatically
• Works with keyboard scanners (HID mode)

Step 2: Review Return Details

After searching, the app displays all return information in the Details section. Review this information carefully to make sure it matches the physical package you received.

Status Information

Status:

• IN-TRANSIT - The package is on its way to the warehouse
• PROCESSING - The package is being processed or has already been processed

Status determines button availability:

• If Status is IN-TRANSIT: The In warehouse button is enabled (white text, active style)
• If Status is PROCESSING: The In warehouse button is disabled (gray text, inactive style)

Return Information

The Details section shows:

Return identifiers:

• RMA - Return Merchandise Authorization number
• Shipping# - Shipping number of the original order
• Tracking# - Tracking number of the return package

Account information:

• Account - Customer account name
• Request type - Type of return request

Customer Information

Customer details:

• First name - Customer’s first name
• Last name - Customer’s last name
• Zip code - Customer’s zip code

Product Information

Product details:

• Items - Number of items in the return
• Sku - SKU code of the returned product

Dates

Important dates:

• Request date - Date the return was requested
• Received date - Date the package was received at the warehouse

What to Check

Before updating the status, verify:

• ✅ Status shows IN-TRANSIT (required for updating)
• ✅ RMA number matches the package
• ✅ Shipping# or Tracking# matches
• ✅ Customer information is correct
• ✅ Product SKU matches what’s in the package
• ✅ Number of items matches

Step 3: Update Status to “In warehouse”

When a return package physically arrives at the warehouse and you’ve verified all details, update its status to “In warehouse”.

1. Verify the status

   Check that the Status field shows IN-TRANSIT. This is required to update the status.

2. Check button availability

   Look at the In warehouse button:

   • Enabled (white text, active style) - You can update the status
   • Disabled (gray text, inactive style) - Status cannot be updated (already PROCESSING)

3. Update the status

   If the button is enabled, tap In warehouse. The app shows a “Please wait” message while processing.

4. Wait for confirmation

   The app sends the update to the server. You’ll see a confirmation message showing the new status.

5. Verify the update

   After updating, the status changes to PROCESSING and the In warehouse button becomes disabled. This confirms the update was successful.

When You Can’t Update

The In warehouse button is disabled when:

• Status is already PROCESSING
• Return has already been processed
• Return is in a different state

This is normal behavior. You can only update returns that are in transit.

Scanner Integration

The Returns module supports multiple scanning methods for faster data entry.

Camera Scanner

Setup:

• Requires “Barcode Scanner” app from Play Store
• App prompts to install if not present
• Set as default scanner app

Usage:

1. Tap the camera icon in the toolbar
2. Camera opens for scanning
3. Scan the barcode
4. Value is entered automatically in the active field
5. Search starts automatically

Workflow Examples

Example 1: Processing Multiple Returns

1. Process first return

   Search, review, and update status to “In warehouse”.

2. Clear fields

   Tap Cancel or use back button to return to main menu.

3. Open Returns again

   From main menu, tap Returns again.

4. Process next return

   Search for the next return using any method.

5. Repeat

   Continue processing returns one at a time.

Example 2: Using Camera Scanner

1. Open Returns module

   From main menu, tap Returns.

2. Tap camera icon

   Click on RMA field, then tap the camera icon in the toolbar.

3. Scan barcode

   Point the camera at the RMA barcode. The camera scanner app opens automatically.

4. Automatic processing

   Value is entered automatically in the RMA field and search starts.

5. Review and update

   Check details and tap In warehouse if status is IN-TRANSIT.

💡 Best Practices

Verify Before Updating

Always check that the Status is IN-TRANSIT before tapping “In warehouse”. Only update when the package has actually arrived.

Match Physical Package

Review all return details to ensure they match the physical package you received. Check RMA, SKU, and item count.

Wait for Confirmation

After tapping “In warehouse”, wait for the confirmation message. Don’t tap multiple times.

Handle Errors Gracefully

If you see an error, check your connection and try again. Verify the return number is correct.

Troubleshooting

”In warehouse” Button is Disabled

Problem: The button appears grayed out and you can’t tap it.

Solution: This is normal. The button only enables when Status is IN-TRANSIT. If Status is PROCESSING, the return has already been updated or is in a different state.

Return Not Found

Problem: After searching, you see “Error, try again please”.

Solutions:

• Double-check the number you entered
• Try a different search method (if Tracking# doesn’t work, try Shipping# or RMA)
• Verify the return exists in the system
• Check your internet connection

Camera Scanner Not Available

Problem: Camera icon doesn’t work or asks to install app.

Solutions:

• Install “Barcode Scanner” from Play Store
• Set it as default scanner app
• Grant camera permissions
• Try again after installation

Status Won’t Update

Problem: Tapped “In warehouse” but status didn’t change.

Solutions:

• Check your internet connection
• Verify Status was IN-TRANSIT before tapping
• Wait for confirmation message
• Try searching again to refresh status

Related Features

Next Steps:

• Returns Overview - Learn about the Returns module basics
• Main Menu Navigation - Learn to navigate the app
• Inventory Control Overview - Manage bins and inventory