# Process returns in WMS
URL: https://support.starshipit.com/articles/14700000000019-process-returns-in-wms
Canonical: https://support.starshipit.com/articles/14700000000019-process-returns-in-wms
Markdown: https://support.starshipit.com/articles/14700000000019-process-returns-in-wms.md
Updated: 2026-07-20

> For the complete documentation index, see [llms.txt](https://support.starshipit.com/llms.txt).

> Process returned items against a shipped WMS order, update inventory, and complete any inspection, restocking, or write-off follow-up.

Use the dedicated **Returns** workflow to receive items against a shipped WMS order. WMS records how much was returned, adds the stock to your selected location, and keeps the return linked to the original order.

## Before you begin

Make sure:

* The order has been shipped in WMS. Only orders with a **Shipped** status appear in the Returns workflow.
* Your role allows you to manage fulfilment.
* The location where you want to receive the stock already exists. Use a **Returns/Damaged** or **Quarantine** location when an item still needs inspection. You can use a **Pick Face** or **Bulk Storage** location when the item has already been inspected and is ready to sell.

See [Locations and warehouse setup](/articles/14700000000033-starshipit-wms-locations-and-warehouse-setup) to create or review locations.

## Process a return

1. Go to **Returns** in WMS.
2. Select the **Shipped Order**. You can search by order number or reference.
3. Review or change the **Reason** for the return.
4. Enter the **Quantity Returning** for each item. WMS shows the quantity shipped, any quantity already returned, and the quantity that remains returnable. Set the quantity to `0` for items that were not returned.
5. Select a **Target Location** for each item you are receiving.
6. Enter the tracking details shown for the product:
   * For a batch-tracked product, enter the **Batch number** and the **Expiry date** when applicable.
   * For a serial-tracked product, return one unit at a time and enter its **Serial number**.
   * Products without batch or serial tracking do not need additional details.
7. Review any **Bundle Components** shown for an exploding bundle. WMS calculates the component quantities from the number of bundles being returned. Enter batch and expiry details where applicable, or enter the required serial numbers one per line.
8. Choose whether to leave **Mark order as returned** on. This changes the order status from **Shipped** to **Returned** after processing.
9. Review **Total quantity selected**, then click **Process Return**.

:::important
If this is a partial return or you expect more return parcels, turn off **Mark order as returned**. The Returns workflow only lists orders with a **Shipped** status, so mark the order as **Returned** only when you do not need to process another return against it.
:::

## What happens after processing

When the return succeeds, WMS:

* Adds the returned quantity to on-hand inventory at the selected target location.
* Creates stock movement and process log records with the return reason and original order reference.
* Adds the component inventory instead of the bundle SKU inventory for exploding bundles.
* Changes the order status to **Returned** only if **Mark order as returned** was selected.
* Queues inventory writeback for supported connected commerce platforms when automatic writeback is enabled. A writeback failure does not undo the completed WMS return.

## Complete the follow-up work

If you received an item into **Returns/Damaged** or **Quarantine**, inspect it before making it available for another order.

* Move sellable stock to a **Pick Face** or **Bulk Storage** location.
* Keep stock in **Quarantine** while it is being investigated.
* Move unsellable stock to **Returns/Damaged**, then use a separate negative manual adjustment to write it off with the correct reason.

Manual adjustments are for inventory corrections and write-offs. Do not use a positive manual adjustment instead of the Returns workflow when you have a returnable shipped WMS order, because it does not process the return against that order.

## Verify the return

After processing:

1. Check the confirmation message shows the expected line item and unit totals.
2. Check the target location on the **Inventory** dashboard.
3. Review the stock movement or process logs when you need the order reference, reason, quantity, location, batch, or serial audit trail.
4. If commerce inventory writeback is enabled, review **System > Process Logs** if the connected platform does not update as expected.

## Troubleshooting

| Issue | What to check |
|---|---|
| The order does not appear | Confirm the order is in **Shipped** status. Orders already marked **Returned** are not available for another return. |
| **Process Return** is unavailable | Select at least one positive quantity and a target location. Complete any required batch, serial, or bundle component details. |
| WMS rejects the quantity | The quantity cannot exceed the remaining returnable quantity. Serial-tracked products must be returned one unit at a time. |
| The commerce platform did not update | The WMS return can complete before the asynchronous writeback. Check **System > Process Logs** for a skipped or failed inventory sync. |

## Related guides

* [Stock integrity and adjustments](/articles/14700000000020-stock-integrity-and-adjustments)
* [Inventory dashboard and stock visibility](/articles/14700000000014-inventory-dashboard-and-stock-visibility)
* [Commerce inventory sync](/articles/14700000000018-commerce-inventory-sync)