Receive and inspect returned items

Record that the items arrived, then set what you accept and its condition, which decides the refund and the restock.

Where to find itReturnsReturn pageActions

Who can use this

Shop owner, Shop Manager

Receiving says the parcel is with you. Inspecting says what you accept. Nothing is refunded until the inspection is saved.

An approved return with the Mark received button at the bottom of Actions

Mark the return received

A courier's delivery scan, or your delivery guy handing the items over in the delivery app, marks the return received for you. Otherwise open the return from Returns and select Mark received. On an approved return with no pickup, the button reads Mark received (handed in at the shop), marked 4 in the picture.

The status becomes Received by the shop. The customer gets Message: Received, except for a "report a problem" return and when customer messages are off.

Inspect

The inspection form appears in Actions under Inspect: accepted quantity and condition per item.

Set the accepted quantity
For each item, type how many you accept. The box starts at the requested quantity. Enter 0 to refuse an item. The number must be between 0 and the requested quantity.
Set the condition
Choose the condition of each item.
Condition Can be restocked
Good — resellable Yes
Opened / used — resellable Yes
Damaged — not resellable No
Not our item / not as sent No
Choose where it was received
Shops with several locations see Received at when Restock Returned Items is set to yes. Choose the location where the parcel arrived; accepted items are restocked there.
Save
Add an Inspection note (optional) and select Save inspection. The status becomes Inspected. No customer message is sent for this step.

What the inspection does

Refund amount. Estimated refund becomes Refund due, worked out from the accepted quantities only. A refused item refunds nothing.
Stock. With Restock Returned Items set to yes, accepted items in good or opened condition go back in stock, for products that track stock in a shop with stock tracking on. The Accepted column then shows "restocked" and the quantity. With the setting on no, the form says Stock is not changed (Returns settings). and you update stock yourself. A demo order's return never changes stock.
No money moves yet. Refund or complete the exchange as the next step.

"Report a problem" returns

When nothing was sent back, the form reads Confirm the problem: how many of each item you accept (nothing came back, nothing is restocked). You set only the quantities. Details shows Problem report with Nothing to send back — not restocked.

After the inspection

Result	Next step
Something accepted on a return	Refund a return
Everything accepted on an exchange	Complete the exchange
An exchange accepted only in part	Refund it instead. See Exchanges
Nothing accepted	Close without refund. See Close, cancel and add notes

Troubleshooting

Enter the accepted quantity of every item (0 when refused). A quantity box was left empty.
"Accepted quantity of ... must be between 0 and ..." You entered more than was requested.
You can only receive returns at your own locations. Choose a location you are assigned to in Received at.
Choose an active location where the return was received. The location is switched off. Pick another.

Mark the return received

The status becomes Received by the shop. The customer gets Message: Received, except for a "report a problem" return and when customer messages are off.

Inspect

The inspection form appears in Actions under Inspect: accepted quantity and condition per item.

Set the accepted quantity

For each item, type how many you accept. The box starts at the requested quantity. Enter 0 to refuse an item. The number must be between 0 and the requested quantity.

Set the condition

Choose the condition of each item.

Condition	Can be restocked
Good — resellable	Yes
Opened / used — resellable	Yes
Damaged — not resellable	No
Not our item / not as sent	No

Choose where it was received

Shops with several locations see Received at when Restock Returned Items is set to yes. Choose the location where the parcel arrived; accepted items are restocked there.

Save

Add an Inspection note (optional) and select Save inspection. The status becomes Inspected. No customer message is sent for this step.

What the inspection does

Refund amount. Estimated refund becomes Refund due, worked out from the accepted quantities only. A refused item refunds nothing.

Stock. With Restock Returned Items set to yes, accepted items in good or opened condition go back in stock, for products that track stock in a shop with stock tracking on. The Accepted column then shows "restocked" and the quantity. With the setting on no, the form says Stock is not changed (Returns settings). and you update stock yourself. A demo order's return never changes stock.

No money moves yet. Refund or complete the exchange as the next step.

Result

Next step

Something accepted on a return

Refund a return

Everything accepted on an exchange

Complete the exchange

An exchange accepted only in part

Refund it instead. See Exchanges

Nothing accepted

Close without refund. See Close, cancel and add notes

Troubleshooting

Enter the accepted quantity of every item (0 when refused). A quantity box was left empty.

"Accepted quantity of ... must be between 0 and ..." You entered more than was requested.

You can only receive returns at your own locations. Choose a location you are assigned to in Received at.

Choose an active location where the return was received. The location is switched off. Pick another.