Announce and Process Return Orders

Last updated: 2026-08-10

1. Scenario

Use Return Order to register a package being sent back to the warehouse and record how it should be handled. A return can be announced before the package arrives. After receipt, use the same page to review status, complete To Do items, and add handling instructions.

Use this page to:

• Give the warehouse the tracking number, SKU, package dimensions, and handling requirements in advance.
• Find return orders by document number, warehouse, tracking number, or main status.
• Review the Processable, Waiting for Instructions, and Pending Review counters.
• Select a handling route for the whole package or for inspected return details.
• Review activities and confirm whether warehouse handling is complete.

2. Instructions

Prerequisites

1. The account has access to GWMS-Return Management-Return Order.
2. The return tracking number and destination warehouse are available.
3. The correct SKU and handling requirement have been confirmed before restocking, destroying, or forwarding the package.

2.1 Search Return Orders

1. Expand Return Management in the left navigation.
2. Select Return Order.
3. Filter by Document Number, Warehouse, Tracking No, or Main Status.
4. Select Search. Select Reset to clear the criteria.

The result list contains actual return records and available actions. Use the Processable, Pending Instructions, and Pending Review counters to locate work that needs attention. Select Expand for more filters.

2.2 Announce a Return

1. Select Announce Return. In ①, upload an image, select the warehouse, and enter the tracking number. If the package came from a GWMS outbound order, select the match icon beside the tracking number.
2. In ②, verify the client and enter the carrier, platform order number, reference number, and SKU when available.
3. In ③, enter the actual dimensions and weight in CM/KG or IN/LB.
4. In ④, select the Agreed Disposition, then scroll down and add remarks when needed.
5. Verify the form and select ⑤ Confirm.

System result: GWMS creates the return order. Before physical receipt, the order remains in the announced stage. After the warehouse scans the package, it moves to received and follows the selected handling route.

2.3 Select an Agreed Disposition

Return announcements and later To Do items use the same dispositions:

Disposition	When to use it	Warehouse follow-up
Re-enter Inventory	Sellable goods must return to stock	Count and put away the goods; the final status is restocked
Destroy	The goods must not return to stock	Destroy the package under authorization; the final status is disposed
Quality Inspection	The contents and SKUs must be verified	Open the package, register each return detail, and handle each detail separately
Receive Only	Only receipt confirmation is required	Do not inspect, restock, forward, or destroy the package
Original Item Forwarding	Forward the original package to another address	Upload a new label and forward the original package as-is
Consolidated Box Forwarding	Accumulate several returns before forwarding	Place the package in the consolidation area and ship it in a consolidated box

Select one whole-package disposition. If inspection has already created return details, select a disposition on each detail. The previous split-quantity restock/destroy decision is no longer used.

2.4 Follow To Do and Handling Instructions

1. Review the work counters and the To Do column for the target order.
2. Waiting for Instructions means the next requirement still needs to be supplied or confirmed. Open the order and select the SKU and disposition requested by the page.
3. Pending Review means a submitted remark or instruction is under review. The warehouse work screen may not show it until approval.
4. Processable means the handling requirement is ready and warehouse follow-up can continue. Track the result in the order status and activities.
5. Add a handling instruction in the order or return-detail activities when more context is required.

An instruction can contain text, photos, or one video, subject to these limits:

• At least one of text, photo, or video is required.
• Up to three photos can be attached to one instruction.
• Photos and video cannot be attached to the same instruction.
• A video cannot exceed 150 MB.

System result: the instruction appears in activities. Instructions requiring review show Pending Review; after approval, warehouse handling continues.

2.5 Upload a Label for Original Item Forwarding

When the disposition is Original Item Forwarding, upload the new label as a PDF on the order or the applicable return detail. After the warehouse prints and applies the label, the original package is forwarded and the order finishes with a shipped status.

Other dispositions do not accept this label. If the upload action is unavailable, verify that the agreed disposition is Original Item Forwarding.

2.6 Search and Export

1. Enter search criteria and select Search.
2. Select Expand to show additional filters.
3. Use Header Column Settings to adjust visible columns.
4. Select Export to generate a file from the current search criteria.

3. Supplementary Notes

3.1 Main Status and Work Status Serve Different Purposes

• Main status records the package stage, such as announced, received, inspecting, consolidated, shipped, restocked, disposed, or voided.
• Waiting for Instructions, Pending Review, and Processable indicate whether the next action belongs to the user, review staff, or the warehouse.
• The final state depends on the route: forwarding finishes as shipped, re-entering inventory finishes as restocked, and destruction finishes as disposed.

3.2 Whole-Package and Detail Handling

• Before return details exist, a SKU and disposition can be selected for the whole order.
• After inspection creates return details, whole-order handling is restricted; select the SKU and disposition on the applicable detail.
• A completed or voided return order cannot receive a new To Do disposition.

3.3 Fees

Whether return receipt, restocking, destruction, or forwarding incurs a fee depends on the active business quotation. Review generated entries under GWMS-Fee Management-Business Journal, then reconcile billed charges in Accounts Receivable.

4. FAQ

Q1: Why is the Warehouse list empty in Return Announcement?

A1: The account has no available warehouse, or the warehouse relationship is not active. Confirm that the business quotation is active and linked to a warehouse. If the list remains empty, provide the account, target warehouse, and a page screenshot for implementation review.

Q2: What if the tracking number does not match an outbound order?

A2: Verify that it is identical to the original outbound tracking number and that the outbound order belongs to this account. If no match is found, enter the carrier, platform order number, reference number, and SKU manually, then save the announcement.

Q3: Why can I no longer enter separate restock and destroy quantities?

A3: The current process uses an Agreed Disposition and To Do instead of the previous split-quantity decision. Select one route for the whole package. To handle different products differently, select Quality Inspection first, then set the disposition on each detail after registration.

Q4: Why has the warehouse not followed my new instruction?

A4: Check whether the order shows Pending Review. An instruction requiring review enters warehouse handling only after approval. Also verify that the correct SKU and disposition were selected.

Q5: Why is a return order missing from the list?

A5: Check whether warehouse, tracking number, or main status filters are restricting the result, then select Reset and search again. If the warehouse received the package directly but it is not linked to this account, provide the tracking number, warehouse, and receipt time so the warehouse can verify package ownership.