Processing Returns with GWMS (Customer)

1. Scenario

The return function manages packages returned due to end-customer rejection, delivery failure, or after-sales initiation. After the warehouse receives packages and performs blind receiving and counting, customers claim their packages in the system, review counting evidence, and issue restock or destroy decisions for each SKU.

Customers can view package counting results (photos, quantities, dimensions) online without back-and-forth communication with the warehouse, precisely control how each SKU is handled (how many units restocked to inventory, how many destroyed), and track warehouse execution progress.

Intended roles: Cargo owners, customer operations staff.

Not applicable scenarios:

• For warehouse-side receiving, counting, and task execution, see Processing Returns with GWMS (Warehouse).
• For return fee reconciliation and confirmation, see the Accounts Receivable documentation.

2. Instructions

Prerequisites

1. Account must have the GWMS-Return-Return Order menu permission.
2. The warehouse has completed blind receiving of the return package, and the package information has been entered into the system.

2.1 Accessing the Return Order Page

Menu path: GWMS-Return-Return Order

1. Log in to the GWMS system.
2. Click the Return menu on the left to enter the Return Order list page.

The list displays all return orders associated with your customer account, with each row showing the tracking number, warehouse, current location, main status, and processing progress.

2.2 Claiming Return Packages

If the package label received by the warehouse does not clearly identify the customer, the package enters the "Unclaimed" state. You must actively claim it under your account.

No claiming needed (warehouse auto-identifies customer):

1. GWMS return labels.
2. Consignee field contains the return code (obtained via: Customer List → More → Get Return Code).

Claiming needed (not meeting the above conditions):

1. Click the List Claim button.
2. Select the warehouse and enter the tracking number to search.
3. Select the target package and click Submit Claim.

System feedback: After successful claiming, the package appears in your return order list with claim status Claimed.

2.3 Reviewing Counting Evidence

After the warehouse completes counting, you need to review the results as a basis for decision-making.

1. In the return order list, click the Details button for the target order.
2. In the details popup, you can view:
   • Package photos: Photos of the outer packaging taken by the warehouse upon receipt (up to 6).
   • Counting details: Counted quantity, physical photos, measured dimensions, and weight for each SKU.
   • Package information: Tracking number, carrier, package location, package dimensions and weight.
3. If counting data does not match the actual situation, contact the warehouse for verification.

2.4 Issuing Processing Decisions

After confirming the counting results, issue processing instructions for each SKU — specifying how many units to restock back to inventory and how many to destroy.

Method 1: Per-Detail Decision (Precise Control)

1. In the details popup's detail list, click the Initiate Decision button for the target detail.
2. In the decision window:
   • Pending Decision Qty: The system automatically displays the undecided quantity for this detail.
   • Restock Qty: Enter the number of units to restock back to inventory.
   • Destroy Qty: Enter the number of units to destroy directly.
   • Restock Qty + Destroy Qty cannot exceed Pending Decision Qty.
3. Click Submit. The system automatically generates corresponding restock and destroy tasks for warehouse execution.

Method 2: Batch Decision by Order (Quick Processing)

1. In the return order list, select one or more return orders.
2. Click Initiate Restock to convert all pending decision quantities of the selected orders into restock tasks.
3. Or click Initiate Destroy to convert all pending decision quantities of the selected orders into destroy tasks.
4. Click Confirm in the confirmation popup.

System feedback: After decision submission, the corresponding detail's decision status updates. Once all quantities have been decided, the decision status becomes Decided.

2.5 Tracking Execution Progress

After the warehouse executes tasks, you can view progress in real time:

1. In the details popup's detail list, each row displays:
   • Execution Status: Unexecuted / Partial / Executed.
   • Executed Restock Qty: The number of units actually restocked by the warehouse.
   • Executed Destroy Qty: The number of units actually destroyed by the warehouse.
2. Once the execution status of all details becomes Executed, the return order main status automatically changes to Closed.

2.6 Filtering and Exporting

The list page supports multi-dimensional filtering to help you quickly locate target orders:

• Common filters: Order No., Tracking No., Main Status, Warehouse.
• Expand more filters: Claim Status, Count Status, Decision Status, Execution Status, Carrier, Created Time.

Click the Export button to export an Excel file based on the current filter conditions.

3. Supplementary Notes

3.1 Meaning of the Five Status Dimensions

A return order has five status dimensions, helping you understand which processing stage the package is currently in:

Status Dimension	Possible Values	Meaning
Main Status	In Progress / Closed / Voided	Whether the order has been fully processed
Claim Status	Unclaimed / Claimed	Whether the package has been claimed under your account
Count Status	Uncounted / Counted	Whether the warehouse has completed SKU counting
Decision Status	Undecided / Partial / Decided	Whether you have issued instructions for all counted quantities
Execution Status	Unexecuted / Partial / Executed	Whether the warehouse has executed all tasks

When the main status is In Progress, the other four dimensions display independently. Once all are complete, the main status automatically changes to Closed.

3.2 Business Meaning of Decision Quantities

• Restock Qty: These units will be restocked by the warehouse to available locations. After restocking, inventory increases and the items can be resold.
• Destroy Qty: These units will be destroyed on-site by the warehouse. They do not return to inventory and no longer incur storage fees.
• Pending Decision Qty: Units for which the processing method has not yet been decided. If left undecided for an extended period, storage fees may continue to accrue.

If multiple decisions are made on the same detail, the system processes them cumulatively and does not overwrite previous decisions.

3.3 Withdrawing Decisions

• After a decision is submitted, if the corresponding task has not yet been executed by the warehouse (task status is Pending), you can contact the warehouse to cancel the task. The decision quantity will be returned upon cancellation.
• If the warehouse has already begun execution (task status is Completed), the decision cannot be withdrawn. Please carefully confirm quantities before making decisions.

3.4 Billing Notes

Common fees involved in return operations:

• Return Receiving Fee: Billed per unit or per operation when the warehouse receives the package.
• Return Restock Fee: Billed after the warehouse completes the restock task.
• Return Destroy Fee: Billed after the warehouse completes the destroy task.
• Return Storage Fee: Billed daily/by volume starting from package inbound until the main status becomes Closed or Voided.

Specific rates and billing rules are based on the business quotation agreed between you and the warehouse. Fee details can be viewed under GWMS-Billing-Accounts Receivable.

4. FAQ

Q1: I can't find the package by tracking number. Why?

A1: First confirm whether the warehouse has signed for and entered the package. If the warehouse has not yet scanned and entered it into the system, it cannot be found in the claiming window. We recommend contacting the warehouse to confirm whether the package is in the "pending claim" area.

Q2: Can I undo a wrong claim?

A2: If no decision instructions have been issued, contact implementation staff or the warehouse administrator for manual unbinding. If a decision has been submitted and the warehouse has begun execution, the claim cannot be directly undone.

Q3: Can restock and destroy be decided simultaneously?

A3: Yes. In the per-detail decision window, you can specify both restock and destroy quantities for the same SKU simultaneously. For example, if 10 units were counted, you can decide 8 for restock and 2 for destroy. Restock Qty + Destroy Qty cannot exceed Pending Decision Qty.

Q4: Why can't I make decisions even though counting is done?

A4: Decision-making requires the count status to be Counted. If the count status is still Uncounted, the warehouse is still counting or has not yet submitted counting results. Please wait for the warehouse to complete counting before proceeding.

Q5: The warehouse has finished execution, but the main status is still "In Progress"?

A5: The main status automatically changes to Closed only when the execution status of all details is Executed. Check in the details popup whether any detail's execution status is still Unexecuted or Partial — this may mean there are still tasks the warehouse has not completed.