Processing Returns with GWMS (Warehouse)

1. Scenario

A return order is the document used to record counting results, execute restock or destroy tasks, and track processing progress after the warehouse receives packages returned by customers.

Warehouse staff use return orders to complete all on-site operations from "receiving packages" to "processing complete," including photo documentation, AI label recognition, per-SKU quantity counting, and executing restock or destroy actions based on customer decisions.

Intended roles: Warehouse operators, warehouse managers.

Not applicable scenarios:

• For customer-side package claiming and restock/destroy decisions, use the customer account on desktop. See Processing Returns with GWMS (Customer).
• For on-site PDA scanning and task execution, see the Return Orders chapter of the PDA user guide.

2. Instructions

Prerequisites

1. Account must have the GWMS-Return-Return Order menu permission.
2. The warehouse has received the return package, and the package has a readable shipping label (GWMS return label or a return code matching the customer list). If unrecognized, the package awaits claiming.
3. The corresponding customer must already exist in 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 page has two tabs:

• Return Orders: Manage return order headers and counting details.
• Warehouse Tasks: View and execute restock/destroy tasks generated from customer decisions.

2.2 Creating a Return Order

1. On the Return Orders tab, click New.
2. Fill in the return order information in the popup window:
   • Upload label photo: Click the image upload area and select package label photos. The system supports up to 6 photos.
   • AI Recognition: After uploading photos, the system automatically identifies tracking number, carrier, customer, dimensions, and weight.
   • Warehouse: Select the receiving warehouse (required).
   • Tracking No.: The tracking number on the shipping label (required, can be auto-filled by AI recognition).
   • Customer: Select the customer the return package belongs to (optional, can be auto-filled by AI recognition; can be finalized after claiming).
   • Package Location: The location where the package is currently stored (required).
   • Carrier: The shipping carrier (optional, can be auto-filled by AI recognition).
   • Dimensions / Weight: Supports both metric (CM/KG) and imperial (IN/LB) units. Modifying one side automatically converts the other.
3. If the tracking number matches an outbound order, the system automatically loads the outbound order's SKU details, which can be imported directly as counting details.
4. Click Confirm to create the return order.

System feedback: After successful creation, the return order appears in the list with main status In Progress, claim status Unclaimed, and count status Uncounted.

2.3 Counting Return Details

After creating the return order, each SKU must be counted and entered into the system.

1. In the return order list, click the Details button for the target order.
2. In the details popup, click Add Detail.
3. Fill in the counting detail:
   • SKU: Scan or search to select the SKU.
   • Count Qty: The actual counted quantity of this SKU.
   • Package Location: The current location of this SKU (defaults to the package location).
   • Photos: Up to 3 SKU photos (for documenting the physical condition of the item).
   • Dimensions / Weight: Measured dimensions and weight of this SKU.
   • Remarks: Additional notes.
4. Click Save. Continue adding more details as needed.
5. Once all SKUs are counted, the return order's count status automatically changes to Counted.

2.4 Claiming Return Packages

When the customer information on the package label is unclear, the return order's claim status is Unclaimed. The warehouse can assist customers in claiming by editing the return order.

2.5 Viewing and Executing Warehouse Tasks

After the customer issues decisions on counted details (specifying restock quantity and destroy quantity), the system automatically generates warehouse tasks.

1. Switch to the Warehouse Tasks tab.
2. The task list displays all tasks under the current warehouse by default.
3. Filter conditions:
   • Tracking No.: Quickly locate by package tracking number.
   • Task Type: Restock / Destroy.
   • Task Status: Pending / Completed / Cancelled.
   • Current Location, SKU, GSKU, Customer: Auxiliary filters.
4. Confirm task information:
   • Restock Task: Shows recommended restock location, SKU, pending quantity.
   • Destroy Task: Shows SKU, pending quantity.
5. Select the tasks to execute. You can modify the execution quantity and restock location (for restock tasks).
6. Click Confirm Completion.
7. A confirmation popup appears. After confirming, the task status changes to Completed.

Partial completion is supported: if the execution quantity is less than the task quantity, the system automatically splits the remaining quantity into a new Pending task.

Cancelling tasks: Select pending tasks to void them. The voided task quantity is returned to the corresponding detail's pending decision quantity.

System feedback: Once all tasks under a return order are complete, the main status automatically changes to Closed.

2.6 Batch Completing Return Orders

If return order processing is fully complete, you can manually batch-close:

1. On the Return Orders tab, select orders with main status In Progress.
2. Click Batch Complete.
3. After confirming, the selected orders' main status changes to Closed, and billing is triggered.

2.7 Voiding Return Orders

For return orders that no longer need processing:

1. Select the target orders.
2. Click the Void button.
3. Enter the void reason in the popup window (required).
4. Click Confirm. The main status changes to Voided.

2.8 Exporting Return Orders

1. On the Return Orders tab, set the desired filter conditions.
2. Click the Export button. The system exports an Excel file based on the current filter conditions.

3. Supplementary Notes

3.1 Five Status Dimensions of a Return Order

A return order has five status dimensions, each reflecting processing progress at different stages:

Status Dimension	Possible Values	Description
Main Status	In Progress / Closed / Voided	Overall lifecycle of the order
Claim Status	Unclaimed / Claimed	Whether the package has been claimed by a customer
Count Status	Uncounted / Counted	Whether the warehouse has completed SKU counting
Decision Status	Undecided / Partial / Decided	Whether the customer has 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 advance independently. Once all four sub-dimensions are complete, the main status automatically changes to Closed.

3.2 Task Types and Execution Rules

• Restock Task (RESTOCK): Restock returned items to a specified location. After execution, the system automatically increases the inventory quantity at that location. A restock location and quantity must be provided during execution.
• Destroy Task (DESTROY): Dispose of returned items. Inventory is not increased after execution. No location is required during execution.

Tasks are automatically generated after customer decisions. The warehouse side primarily handles execution. The warehouse can also make batch decisions on behalf of customers (using the Initiate Restock or Initiate Destroy buttons), converting all pending decision quantities into restock or destroy tasks at once.

3.3 Quantity Flow Rules

Quantity relationships throughout the return process:

• Counted quantity = Pending decision quantity (initial)
• Decision restock quantity + Decision destroy quantity ≤ Counted quantity
• Pending decision quantity = Counted quantity - Decided restock quantity - Decided destroy quantity
• Executed restock quantity ≤ Decision restock quantity
• Executed destroy quantity ≤ Decision destroy quantity

When all counted quantities for a detail have been decided and executed, the detail's decision status becomes Decided and execution status becomes Executed.

3.4 Billing Timing

Fees related to return operations are triggered at the following nodes:

• Return receiving/photo/restock fee/destroy fee: Billed after task execution is complete.
• Storage fee: Billed periodically starting from return order creation until the main status becomes Closed or Voided.

Specific fee amounts are based on the agreed business quotation between the customer and warehouse. Details can be viewed under GWMS-Billing-Business Transactions.

4. FAQ

Q1: I finished counting, but no tasks were generated. Why?

A1: Tasks are generated only after the customer issues decisions. The customer enters the system and makes decisions on counting details (specifying restock and destroy quantities). The warehouse can also operate on behalf of the customer: select the return order and click Initiate Restock or Initiate Destroy for batch decisions.

Q2: Can tasks be partially executed?

A2: Yes. On the Warehouse Tasks tab, modify the execution quantity to a value less than the task quantity. After submission, the system automatically splits the remaining quantity into a new pending task without affecting subsequent processing.

Q3: After executing a restock task, when is inventory updated?

A3: The system immediately increases the SKU inventory quantity at the corresponding location upon task confirmation. You can verify this under GWMS-Inventory-Inventory Management by location or SKU.

Q4: After voiding a task, where does the quantity go?

A4: The voided task quantity is returned to the corresponding detail's pending decision quantity. The customer can re-issue decisions for these quantities.

Q5: Can a closed return order be modified?

A5: Closed return orders cannot have their details modified, tasks executed, or be voided. If adjustment is truly necessary, contact your administrator or implementation staff.

Q6: Can uploaded photos be deleted or replaced?

A6: Yes. In the return order details popup, click the delete button on an existing photo to remove it. New photos can then be uploaded. Header photos and detail photos are managed separately and do not affect each other.

Q7: After a customer claims a package, can the claimed customer be changed?

A7: Yes, provided the order has not been closed and has no executed tasks. If storage fees were incurred during the process, they will be refunded to the original customer and re-billed to the new customer (for the period from inbound to claiming).