Returns must be handled according to permitted logged fields.
Resolution Steps
- An Admin can log or edit the permitted return fields.
- Ensure conditions are accurately logged as 'good', 'damaged', or 'writeoff'.
Troubleshooting: Returns & Restock Issues
Handling problematic returns.
Troubleshooting
Updated Aug 2026
Owner: Operations Admin
Area: Returns
Before you begin
Resolve common return problems by distinguishing identity, line condition, SKU matching, and restock eligibility.
Prerequisites
- The Admin can open the return and inspect each line.
- The client and order reference are known or explicitly unavailable.
- The matching inventory row can be checked before restocking.
Stop and check
Do not restock an unidentified or non-good line, and do not substitute a guessed SKU.
Expected Outcome
The return is documented accurately using permitted explicit fields.
Runbook evidence
Use these signals to decide whether the work is ready to continue, complete, or needs an owner.
State checkpoints
Item not identified
The received parcel or item has not yet been linked to a known order or client.
Next: Keep it in the received pile and identify it before creating a restock decision.
Line not eligible
The line is damaged, writeoff, unmatched, or otherwise cannot be restocked.
Next: Record the condition and leave the line out of restock.
Restock failed
A good line was identified but StoreFulfil could not apply the permitted local action.
Next: Keep the evidence and escalate; do not repeat blindly.
Completion evidence
- The return records every line condition and the resulting restock or exception state.
Escalation evidence
- Record the client, return, line/SKU, condition, match result, and visible error.
Work safely
Who may take this action
Warehouse Admin
What you should see
The received parcel or item has not yet been linked to a known order or client.
Safe next step
Keep it in the received pile and identify it before creating a restock decision.
What not to do
Do not restock an unidentified or non-good line, and do not substitute a guessed SKU.
How to tell it is complete
The return records every line condition and the resulting restock or exception state.