Customer returns

Table of contents


Most warehouses need to handle customer returns. It is possible to process returned goods by simply treating it as a normal inbound transaction. But Ongoing WMS also allows you to process a return transaction using the same order which was originally used to ship the goods to the customer. This increases traceability and allows you to see at a glance what a particular customer has returned. In this tutorial we show you how to process such a return. For a complete overview of all the return alternatives please see the article about returns in Ongoing WMS..

Processing a return

Navigate to Order ⇒ Order list. Here you can find the order which you want to use to process the return. There are possibilities to search for almost any attribute of the order; order number, tracking number, customer etc. Select and then press Return:

Ongoing WMS additional functions section with return button

A new window appears where you can see all the goods which have been delivered on this order:

Ongoing WMS customer order return dialog

In this case we have delivered one Broom handle, one Broom, and one Mop. Say we want to return the broom handle and the broom. Fill in the quantities and which location we want to return the item to:

Ongoing WMS order line part in return dialog

Note that if you leave the Count column empty, then that line will not be returned.

Press Return goods to perform the transaction. You can verify that the transactions have gone through by looking under Returned goods:

Returned goods section in return dialog of Ongoing WMS

When you have double checked all the returns made, you press the Return completed button. This will change the order status of the order to Returned (If there are such a status configured). This is important because it enables integrated solutions to bundle all the returns on an order and perform an action on them in bulk (such as repayment). It also makes the orders, which has been returned, easily searchable in the order list which helps in communication with colleagues external to the warehouse.

Transaction history

You can view all return transactions in Goods flow ⇒ Goods transactions. Simply filter for transactions with type Return:

How to see the returns in the goods transcation dialog

Notifying goods owners of returns

Some goods owners want to be notified of all returns. You can easily set up an automatic email which is sent every day to the goods owner which contains all returns. Many of Ongoing's integrations sends return transactions to the other system.