TABLE OF CONTENTS


Introduction to Manage Returns 

We have released a new end-to-end Returns Module that revamps the entire returns experience for both merchants and warehouse partners.


Centralized Return View (Merchants):

Merchants can now access all return details in a single page across sales channels, including the original order number, customer-uploaded videos and images, refund amount, marketplace status, tracking number and status, and returned quantities. Marketplace return information is seamlessly synced to both OMS and WMS.


Ad-hoc / Non-integrated Returns:

For customer returns outside the system or from non-integrated channels, merchants can create returns directly in OMS. This ensures OMS remains the single source of truth and provides warehouses with return information upfront, enabling immediate processing upon item receipt.


Note: At present, only Shopee, Tiktok and Lazada returns are integrated with the platform. We plan to extend support to additional marketplaces, depending on volume.


Walkthrough:


  1. Open the Side Menu on the Merchant Portal → Returns → Manage Returns.


  2. Filter by source:

    Use the top tabs (All / Lazada / Shopee / TikTok / Non-Integrated / Others) to filter and narrow return results. The counts are shown in the red box in the screenshot.


    All → Displays all returns

    Lazada → Lazada returns

    Shopee → Shopee returns

    TikTok → TikTok returns

    Non-Integrated → Returns from non-integrated channels,Ex

        Dropship → Orders not fulfilled by Locad

        Shopify → Shopify returns created manually

    Others → Returns received directly in the warehouse (without a return request created in OMS) and synced back from WMS to OMS.



  3. Search / Filters: Use the search bar to find by Return Number / Tracking # / Order # / or click Filters for advanced options (marketplace status, warehouse status).

  4. Columns show Return No, Tracking #, Tracking Status, Marketplace, Order Number, Customer, Warehouse, Warehouse Status, Created At.

  5. Open details: Click a row to view full return details (images/videos, refund amount, marketplace status, returned quantities).


  6. Marketplace Return Status

    PRE_ACCEPTED → Return request submitted by customer, pending merchant review.

    ACCEPTED → Return request approved and awaiting customer to ship back.

    REJECTED → Return request denied by merchant.

    CANCELLED → Return request withdrawn by customer or auto-cancelled by system.

    COMPLETED → Return successfully processed and closed (refund/replacement done).

    UNKNOWN → Return status cannot be determined (e.g., API sync issue or missing data).

  7. Warehouse Return Status

    ON_HOLD → Return order is blocked and cannot be pushed to WMS.

    VALIDATED → Return order is validated and will be/has been pushed to WMS.

    PENDING → Return order created in WMS, waiting to arrive at warehouse.

    RECEIVED → Return order has arrived at warehouse.

    COMPLETED → Return processing completed in warehouse.

    EXPIRED → Return order expired after waiting beyond allowed period (e.g., 2 months).

    CANCELLED → Return order cancelled by marketplace or WMS.

    UNKNOWN → Return order status is undefined or not recognized.


FAQs: