Review Return Remarks, Customer Instructions, and Warehouse Replies

Updated: August 12, 2026

1. When to use this page

Pending Review is used to review return remarks, customer instructions, and warehouse replies. The three tabs use similar steps but have different content and visibility after approval.

Tab	Content under review	After approval
Pending Return Orders	Return-order remark	The remark is available to warehouse operations
Pending Customer Instructions	A customer request, or a request recorded under explicit customer delegation	Warehouse operations can view and execute the instruction
Pending Warehouse Response Review	A warehouse response prepared for the customer	The customer can view the response

Approval releases content for display. It does not complete restocking, disposal, forwarding, or other warehouse work.

2. Instructions

Prerequisites

1. Your account has the GWMS-Return Management-Pending Review menu and review permission.
2. Verify the return order, tracking number, customer code, and actual parcel.
3. For a handling disposition, confirm the customer instruction or explicit delegation. Without delegation, the warehouse does not decide for the customer.

2.1 View pending content

1. Go to GWMS-Return Management-Pending Review.
2. In ②, select Pending Return Orders, Pending Customer Instructions, or Pending Warehouse Response Review.
3. In ③, verify the return order, tracking number, customer code, content, and submission time. Photo and video thumbnails appear when included.
4. In ⑤, select details, reply, approval, or rejection. Available actions vary by tab.

The image shows: ① menu; ② three review queues; ③ pending content; ④ prompt and refresh; ⑤ details, reply, and review actions.

2.2 Review content

1. Locate the record. For a customer instruction or warehouse reply, open Details to view the full text, photos, video, and activities.
2. Check the applicable content:

Review type	What to check
Return-order remark	Correct parcel and consistency with customer and tracking data
Customer instruction	Clear parcel or item, quantity, disposition, matching attachments, and evidence of customer instruction or delegation
Warehouse reply	Consistency with the actual result and activities, with no unfinished work reported as completed

3. Click Approve when the content is accurate and ready for display. Click Reject when it is incorrect, incomplete, or cannot be verified.

After approval, the record leaves the queue and becomes visible to the audience listed above. After rejection, it also leaves the queue but remains hidden.

Detail text can contain up to 4,000 characters. Save updates the content only; you must still select Approve or Reject.

2.3 Add a reply or review prompt

• The customer-instruction and warehouse-response tabs provide Reply for parcel facts, handling results, photos, or video. A reply does not replace the customer's disposition.
• Both tabs also provide Prompt settings for review assistance. Assistance is advisory; the reviewer decides when no reliable result is available.

3. Notes

• The customer normally submits the disposition. With explicit delegation, the warehouse may record or organize the instruction within the authorized scope and retain the source, time, and exact request.
• A customer must first claim an unassigned return. If the claim window expires without a claim, the warehouse follows its independent disposal process.
• Check review and physical handling separately in activities. Approval does not mean warehouse work is complete.

4. FAQ

Q1: Why is the item still pending after I clicked Save?

A1: Save updates the detail content only. Select Approve or Reject after checking it.

Q2: Why is the return order still open after approval?

A2: Approval releases a remark, instruction, or reply. The required warehouse work must still be completed.

Q3: Can the warehouse complete an incomplete customer instruction?

A3: Without explicit delegation, reject it and ask the customer to resubmit. With delegation, record only the authorized content and retain the evidence.