How to Process Returns and Exchanges in Your OMS: A Simple Guide

Managing e-commerce returns efficiently is key to customer satisfaction. This guide provides clear, step-by-step instructions on how to process return orders directly within your OMS, helping you streamline your workflow and keep your inventory accurate.

Contents

Step-by-Step: Processing a Return Order

Approving or Rejecting the Return

Verifying the Product and Releasing Stock

How to Process a Shopee Return Order

Frequently Asked Questions (FAQs)

General Processing Questions

Understanding OMS Features & Functionality

Step-by-Step: Processing a Return Order

Approving or Rejecting the Return

1. Navigate to Returns: Go to the ‘Order’ module and select the ‘Return and Exchange’ tab.
   
2. Find Pending Requests: Click on ‘Return and Exchange Initiated’ to see all requests.
   
   
   
3. Make a Decision: Click the arrow button in the action column. You will see two options:
   • Approve: Moves the order to "Return and Exchange Approved."
   • Reject: Moves the order to "Return and Exchange Rejected."
     

Verifying the Product and Releasing Stock

After approval, the Marketplace will process the request, and the order will move automatically to the "Putaway" state.

1. Initiate Verification: In the ‘Putaway’ state, click “Verify Product” in the action column.
   
   
2. Release Stock: For each product, click the ‘Edit Stock’ button.
   
3. Update Usable Stock: Enter the number of returned units that are in sellable condition into the ‘Usable’ field.
   • Important Note: The quantity entered must match the total number of units returned.
4. Save and Continue: Click ‘Update’ to confirm. Use the ‘Next’ button to repeat the process for other products in the order.
   

Once all products are verified, the order will move to ‘Completed’ automatically.

How to Process a Shopee Return Order

The process for Shopee is more automated and requires less manual intervention.

• Shopee return orders are approved directly by the Marketplace (Shopee).
• You will not see these orders in the ‘Return and Exchange Initiated’ state.
• They will appear directly in the ‘Return and Exchange Putaway’ state.
• From there, simply follow steps 4-7 from the Lazada guide above to verify the products and release the stock.

Frequently Asked Questions (FAQs)

General Processing Questions

Q: Can I process exchange orders in the OMS?
A: Not currently. The exchange feature is planned for a future release. Please watch for update announcements.

Q: Can I reject a return order request?
A: Yes, but this only applies to Lazada orders during the initiation phase. Shopee orders are approved or rejected solely by Shopee.

Q: Can I release partial stock for a returned product?
A: No. You must release the stock for the full quantity of the returned unit. Partial stock release is not supported.

Understanding OMS Features & Functionality

Q: What is the purpose of the "Verify Products" feature?
A: It allows you to check the condition of the returned item and update your inventory count by releasing the product back to "usable" stock if it is in sellable condition.

Q: Where can I find the customer's reason for a return?
A: Click on the order number. The return reason will be displayed below the corresponding product in the order details.

Q: Will processed return orders be reflected in OMS reports?
A: This reporting feature is not available in the current release but is planned for a future update.