Register and Track Return Orders (Warehouse)

Last updated: 2026-08-12

1. Scenario

Use Return Order to register packages returned to the warehouse and track customer assignment, claim status, and final handling. A return can be registered on the web or during a PDA return operation.

Responsibilities are divided as follows:

• The warehouse registers the returned parcel and its physical information.
• When a customer is assigned, that customer normally submits the handling instruction. If the customer explicitly delegates the operation, the warehouse may select the agreed disposition within that authorization.
• A return registered without a customer appears in the customer-side Claim area. A customer claims it before submitting an instruction.
• If no customer claims the return before the claim window expires, the warehouse handles it under its independent disposal process without waiting for a customer instruction.

2. Instructions

Prerequisites

1. Your account has access to GWMS-Return Management-Return Order.
2. You know the tracking number and receiving warehouse.
3. Prepare the customer code when ownership is known. The customer can remain unassigned when ownership cannot be confirmed.

2.1 Search return orders

1. Expand Return Management and select Return Order.
2. In ②, filter by Document Number, Client, Warehouse, Tracking No, Main Status, or Package Location, then select Search. Select Expand for more filters.
3. In ③, review the Processable, Pending Instructions, and Pending Review counters.
4. In ④, use New Return Order or Export.
5. In ⑤, review customer assignment, main status, to-do status, and activities. Warehouse staff register and track the order; they do not use these actions to submit a customer instruction.

In the image: ① menu; ② filters; ③ instruction counters; ④ registration and export; ⑤ status and activity actions.

2.2 Register a return on the web

1. Select New Return Order.
2. In ①, upload parcel or label images. Up to six JPG, JPEG, or PNG files are supported. Use AI Recognition to help populate the form.
3. In ②, select Warehouse and enter Tracking No; both are required. Use the match icon to search for the related outbound order.
4. In ③, select Client when ownership is known. Leave it blank when ownership is unknown so that a customer can claim the return.
5. Enter carrier, platform order number, reference number, package location, dimensions, and weight as needed.

6. Scroll down and complete ① Agreed Disposition. Normally leave it blank and wait for the customer instruction. If the customer has explicitly delegated the operation, select the authorized disposition.
7. Enter a remark in ②. When acting for the customer, record the authorization source, time, and exact request. Verify the registration and select ③ Confirm.

System result: a web registration enters the announced stage. After the parcel is scanned as received on the PDA, the order becomes received. If the same tracking number was already announced, do not create another return.

2.3 PDA registration note

The warehouse can also register a parcel during the PDA return operation. See the PDA guide for operation details. When the tracking number was already announced on the web, PDA receipt updates the existing order instead of requiring a duplicate.

2.4 Follow the customer-assignment result

Registration result	Next responsible party	Warehouse action
Customer assigned	The customer submits an instruction, or explicitly delegates the operation	Wait for the customer by default; after explicit delegation, select only the authorized disposition and record the authorization
Unassigned and still within the claim window	A customer claims it in the customer-side Claim area	Hold the parcel and monitor remaining time; do not claim or submit an instruction for the customer
Customer has claimed the return	The claiming customer submits an instruction	Verify the assignment and wait for that customer's instruction
Claim window expired	Warehouse independent disposal	Stop waiting for a customer instruction, follow the warehouse disposal rules, and retain records

Customers claim returns under customer-side Return Management-Claim. The warehouse-side Claim page is used to configure the claim window and monitor unclaimed returns.

2.5 Track customer instructions and results

• Pending Instructions: the customer has not submitted an executable instruction.
• Pending Review: a customer instruction is under review and must not be executed yet.
• Processable: the customer instruction is approved and warehouse work can proceed.
• Open activities to review customer claims, customer instructions, review results, and warehouse handling records.

The customer normally submits the handling instruction. When the customer explicitly delegates the operation, the warehouse may select the agreed disposition within the authorized scope and retain the authorization in remarks or activities. Without explicit delegation, the warehouse must not decide proactively.

3. Notes

3.1 Registration channels

• New Return Order on the web is used for advance registration or correction.
• The PDA can register a return while scanning the physical receipt.
• Item and quantity details can also be added or maintained under Return Management-Return Registration.

3.2 Returns without a customer

• A customer claims an unassigned return in the customer-side Claim area.
• The warehouse holds the parcel and monitors remaining claim time. It does not claim the return or submit an instruction on the customer's behalf.
• After a claim, the return is assigned to that customer, who then submits the handling instruction.
• If the claim window expires, the warehouse moves the return to its independent disposal process and no longer waits for a customer instruction.

3.3 Web and physical-work boundaries

• Registration can be completed on the web or PDA.
• Receipt scanning, physical inspection, putaway, destruction, relabeling, and consolidation shipment are completed on the PDA or the applicable warehouse operation.
• Warehouse handling follows an approved customer instruction or documented customer delegation. Without either, the warehouse does not decide proactively. Expired unclaimed returns use warehouse independent disposal.

3.4 Charges

A web announcement does not trigger a return receipt fee. Fees after physical receipt or another warehouse operation depend on the active business quotation. Review generated entries under GWMS-Fee Management-Business Journal.

4. FAQ

Q1: Why is a web registration still Announced?

A1: Web registration is an announcement, not physical receipt. Scan the same tracking number on the PDA to update the order to Received.

Q2: What should I do when I do not know the customer?

A2: Leave the customer blank and complete the registration. The return appears in the customer-side Claim area. A customer claims it before submitting an instruction.

Q3: Can the warehouse choose restocking, destruction, or forwarding for the customer?

A3: The customer normally submits the instruction. If the customer explicitly delegates the operation, the warehouse may select the authorized disposition and record the authorization in remarks or activities. Without explicit delegation, do not choose for the customer. An expired unclaimed return uses warehouse independent disposal.

Q4: What should the warehouse do after a customer claims a return?

A4: Verify that the return is assigned to the claiming customer and wait for that customer's instruction. Execute the applicable warehouse work after the instruction is approved.

Q5: How is an expired unclaimed return handled?

A5: The warehouse stops waiting for a claim or customer instruction, follows its independent disposal rules, and retains parcel, timing, and disposal records.

Q6: Will PDA and web registration create duplicates?

A6: PDA receipt should update an existing web announcement with the same tracking number. Search by tracking number before creating a new return.