Configure the Customer Claim Window and Handle Expired Returns

Updated: August 12, 2026

1. When to use this page

When a warehouse registers a return without assigning a customer, the return appears in the customer-side Claim area. The warehouse-side Claim page is used to configure the customer claim window, monitor unclaimed returns, and identify expired records. The warehouse does not claim a return on the customer's behalf.

If no customer claims the return before the window expires, the warehouse stops waiting for a customer instruction and handles the parcel under its independent disposal process.

2. Instructions

Prerequisites

1. Your account has the GWMS-Return Management-Claim menu.
2. Your account can access and configure the applicable warehouse.
3. The return is registered and received but has no assigned customer.

2.1 Configure the customer claim window

1. Expand ① Return Management and click Claim.
2. Select a warehouse in ②.
3. Enter the claim window in ③. The minimum is 24 hours and the value increases in 24-hour steps. The default is 72 hours when no warehouse-specific value is saved.
4. Click ④ Save Settings.

The image shows: ① menu; ② warehouse; ③ customer claim window; ④ save; ⑤ tracking filter; ⑥ unclaimed-return list.

System response: unassigned returns in the selected warehouse use the saved duration to calculate remaining customer claim time.

2.2 Monitor unclaimed returns

1. Select a warehouse and use ⑤ to filter by Tracking No.
2. In ⑥, review the return order, tracking number, carrier, receipt time, remaining claim time, and status.
3. When ownership clues are available, notify the relevant customer to claim the return under customer-side Return Management-Claim.
4. Do not claim the return or submit a handling instruction on the customer's behalf.

System response: after a customer claims the return, it is assigned to that customer and removed from the unclaimed list. The claiming customer then submits the handling instruction.

2.3 Handle a return after the claim window expires

1. Monitor the remaining claim time.
2. After the window ends, confirm that the return still has no assigned customer.
3. Stop waiting for a customer claim or instruction and handle the parcel under the warehouse's independent disposal rules.
4. Retain the return order number, tracking number, receipt time, claim deadline, and actual disposal result.

Expiry ends the customer's opportunity to claim the return. It does not mean the physical parcel has already been disposed of; warehouse staff must still complete the independent disposal process.

3. Notes

• The claim window starts from warehouse receipt time, not from the time the page is opened or the setting is saved.
• Customer claiming applies to received returns with no assigned customer and a recorded receipt time.
• The customer completes the claim under customer-side Return Management-Claim. The warehouse configures the window, monitors the list, and handles expired returns.
• Even if claim-related controls are visible on the page, warehouse staff do not use them to claim on behalf of a customer.
• After a customer claims the return, that customer submits the handling instruction. The warehouse executes the approved instruction.
• When the window expires without a claim, the warehouse uses independent disposal and no longer waits for a customer instruction.

4. FAQ

Q1: Why is Save Settings disabled?

A1: Select a warehouse and enter a valid duration. It must be an integer of at least 24 hours in 24-hour steps.

Q2: Should the warehouse claim a return from this page?

A2: No. A customer claims it under customer-side Return Management-Claim. The warehouse-side page configures the window and monitors unclaimed records.

Q3: Who submits the instruction after a claim?

A3: The customer who claimed the return normally submits it. If that customer explicitly delegates the operation, the warehouse may select the authorized disposition and retain evidence of the authorization.

Q4: Why did an unclaimed return disappear from the list?

A4: It may have been claimed by a customer or exceeded the claim window. Search by tracking number under Return Order and check assignment and status. An expired unclaimed return moves to warehouse independent disposal.

Q5: Does the system physically dispose of the parcel at expiry?

A5: No. Expiry only ends the customer claim wait. Warehouse staff must complete the physical disposal process and retain the result.

Q6: When does an existing return start counting after the window changes?

A6: It still counts from warehouse receipt time. Changing the duration adjusts the deadline, not the starting point.