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Claim Returns ​

Last updated: 2026-08-10

1. Scenario ​

When a warehouse receives a return that is not linked to the current client account, an eligible record appears on the Claim page. Verify the warehouse, tracking number, and package information before claiming the return. After the claim, continue processing it under Return Order.

Use this page when:

  • The warehouse has received a return, but it is not listed under the current account's return orders.
  • A tracking number must be checked for an eligible return.
  • One return or several selected returns need to be claimed.
  • The target record is not visible in the current list and requires an exact List Claim search.

2. Instructions ​

Prerequisites ​

  1. The account has access to GWMS-Return Management-Claim.
  2. The return belongs to the current account, and its tracking number and receiving warehouse are available.
  3. The carrier, warehouse, and receipt time have been verified to avoid claiming another client's package.

2.1 Search for Returns to Claim ​

  1. Expand Return Management in the left navigation.
  2. Select Claim.
  3. Select a Warehouse or enter the Tracking No. For an exact search of the claimable list, select List Claim.
  4. Select the search icon beside the tracking number. Select the refresh icon to reload the list.

Search for returns to claim

The list displays Return Order Number, Tracking Number, Carrier, Warehouse, Receipt Time, Remaining Time Available for Claiming, Status, and Action. A return is claimable when Claim is available in the Action column.

2.2 Claim One Return ​

  1. Verify the return order number, tracking number, warehouse, and status, then select ① Claim.
  2. In the confirmation prompt, verify the action and select ② Confirm. Select Cancel to stop.

Confirm a return claim

System result: the return is assigned to the current account. Go to Return Management-Return Order, search by return order number or tracking number, and add the required handling instructions.

2.3 Batch Claim Returns ​

  1. Select the checkboxes for the returns to claim.
  2. Verify that every selected record belongs to the current account.
  3. Select Batch Claim in the lower-right corner of the list.
  4. Select Confirm in the confirmation prompt.

Batch Claim remains unavailable until at least one record is selected. Verify the tracking number and warehouse for each record before the batch action.

2.4 Use List Claim ​

  1. Select List Claim in the search area.
  2. In the dialog, select the Warehouse and enter the complete Tracking Number.
  3. Select Inquiry. Select Clear Results before entering different criteria.
  4. Verify the Document Number, Warehouse Code, Tracking Number, Carrier, Package Status, Package Information, and Image in the result.
  5. After confirming ownership, select Confirm Claim.

Use List Claim when the warehouse and complete tracking number are known but the record is not visible in the main list. If no result is returned, verify that the warehouse and tracking number match and that the return has not already been claimed.

3. Supplementary Notes ​

3.1 Claim Status ​

  • Records can show package statuses such as Announced or Abandoned. The status identifies the current registration stage.
  • Use the presence of the Claim action to determine whether the current account can claim a record.
  • Claiming confirms account ownership only. Set restock, destroy, or forwarding instructions under Return Order.

3.2 Verify Ownership Before Claiming ​

The tracking number is the primary ownership reference. If numbers are similar or reused, also check the warehouse, carrier, receipt time, package information, and image. Do not claim a return when ownership cannot be confirmed.

4. FAQ ​

Q1: Why is the target return missing? ​

A1: Clear the warehouse and tracking filters, search again, and select the refresh icon. If the return is still missing, use List Claim with the warehouse and complete tracking number. Also verify that the package has been received and has not been claimed by another account.

Q2: Why is Batch Claim unavailable? ​

A2: No record is selected. Select at least one claimable row to enable the button.

Q3: Where can I find a return after claiming it? ​

A3: Go to Return Management-Return Order and search by return order number or tracking number. If it is not immediately visible, select Reset and search again.

Q4: What should I do if I claimed another client's return? ​

A4: Do not add further handling instructions. Record the return order number, tracking number, and warehouse, then contact the warehouse or implementation support to correct ownership. If the page has no undo action, do not create a duplicate return order.