Inbound Returns Processing

How to create, process and complete returns.

IN THIS TOPIC

• About Returns
• Creating a New Return
• Processing & Completing Returns
  • Processing Refurbish Items
  • Processing Restock Items
  • Processing Damaged Items

 

About Returns 

Returns processing happens any time returned product is received at your warehouse. Returns in Flexe involve a three-step process: 

1. Creating a new return, and assigning items to a returns category
2. Processing returned items, so that they can be added back into the inventory via a QA location.
3. Moving them from the QA location to a warehouse storage location. 

Note: Returns functionality must be enabled for your reservation. If you get an error message (“Returns functionality has not been configured for this facility") contact us at [e-mail] for help with enabling this feature. 

Returns Categories

The returns feature works by categorizing items into designated return categories, based on their condition and/or other criteria you've set with the shipper. This typically happens as part of reservation creation, and prior to receipt of any returns. 

Here's a quick overview of the categories:  

• Restocked -  Returned items that can be restocked as-is (i.e. in their returned condition). 
• Refurbished - Returned items that can be repaired or placed in new packaging, then returned to the inventory and allocated to future orders. You'll coordinate with the shipper to determine qualifying items, product condition(s) and other specific details. 
• Damaged - Returned items that have visible damage to the product and/or packaging and cannot be resold to customers. These items cannot be returned to the inventory, and must be moved to a designated quarantine location. 

Note: If certain product is returned frequently, your Flexe Logistics Analyst can help you and the shipper develop specific criteria and procedures to facilitate quick processing.

Navigating the Returns Page

You can create and process returns from the Returns page in Flexe. To open the page, select Returns from the left menu: 

From here you can access everything needed to create and manage returns. 

New Returns

Open the New Returns tab to view new returns that have been created, but are still waiting to be moved to a storage or quarantine location.

You can use the filter text boxes to find items by SKU or Description. 

Re-Stocked

Open the Re-Stocked tab to view returned items that have been added to a QA location, and then moved to a storage location so they can be picked for future outbound orders. This includes both restock and refurbished goods.

You can use the filter text boxes to find items by SKU, Description and Location.

You can also use the Billing Period filter to find items by the billing period or a custom date range. 

Damaged 

Open the Damaged tab to view damaged items that have been moved to a quarantine location. 

You can use the filter text boxes to find items by SKU, Description and Location.

You can also use the Billing Period filter to find items by the billing period or a custom date range. 

Note: At this time, the original order information for received returns is not captured in Flexe, and is not visible to the shipper. While returns are not assigned with the Unique IDs, you can use available filtering options (billing period and date range) to find specific returns. 

Creating a New Return

To create a new return in Flexe: 

1. Select Returns from the left menu to open the Returns page. 

2. Select New Return. 

3. Enter the SKU. 

Enter the SKU for the returned item(s). [Once you start, the search box will start suggesting relevant SKUs in the Item Master.]  

4. Select the item packaging (unit of measure). 

Use the dropdown to select the packaging unit of measure for the return (each, carton, pallet). 

This should match the unit of measure designated for the item in the item master and outbound orders (e.g. if the item is allocated as eaches for outbounds, then returns should also be set to eaches). 

Note: If the item has multiple units of measure or packaging types (e.g. cartons and eaches), make sure to select the smallest available unit. You'll get an error message ("Inventory quantities will automatically be down converted to the smallest packaging available for this SKU") if you don't select the smallest available unit of measure.  

5. Enter the number of items per return category, then select Add Returns. 

Enter the number of items into the relevant return category: 

• Refurb - Use this section for items that can be refurbished and then allocated to future orders
• Re-stock - Use this section for items that can be restocked as-is
• Damaged - Use this section for damaged items that cannot be resold, and must be moved to a quarantine location

Keep in mind that you can use multiple return categories, as needed. The system will automatically capture the total number of items for the return, across all return categories, in the Total Items section. 

Note: If you need more guidance from the shipper on how to determine the return category for an item, place it in a designated area and reach to your Flexe Logistics Analyst to help you further coordinate with the shipper.

Once you've entered all items, select Add Returns to create the new return. 

After you submit the return, a confirmation message shows onscreen. The return also shows on the Returns page in the New Returns tab: 

You can then proceed with processing the returned items as refurbish, re-stock, or quarantine so they can be added to the inventory for future orders, or kept in a quarantine location. To learn more, go to Processing & Completing Returns. 

Editing Returns

Select the Edit option next to a return if you need to make changes.  You can adjust the packaging type and item total for each return category, as needed. You can also remove an item completely by setting the item total to zero.

Once you've made your changes, select Update quantities. 

Processing & Completing Returns

Once you've created a new return, you'll need to process the returned items by category--so they can be added to the inventory and moved to storage, or moved to a designated quarantine location. Once you've processed all items, the return is complete. 

Note: For reservations that don't use locations, returns processed as restock are automatically moved to storage locations; and returns processed as damaged go to outbound returns staging. 

Also keep in mind that the shipper does not receive an email notification when a return has been processed and completed. At this time, the original order information for received returns is not captured in Flexe, and unique IDs are not assigned to returns. For additional information, go to Navigating the Returns Page.  

Processing Refurbish Items

To process refurbish items:

1. Select Returns from the left menu, then find the return on the Returns page. 

2. Select Refurbish next to the item total. 

3. Confirm whether the item(s) should be processed as Restock or Damaged.  

In the confirmation window that opens, use the Restock section to enter the number of items that have been repaired and/or placed in new packaging so they can be added back to the inventory for future orders. 

Note: If items originally designated for refurbishment are now considered beyond repair, use the Damaged section to enter those items, so they can be reassigned as damaged and moved to a quarantine location. 

4. Select Process Refurbishments. 

Once you've confirmed how many items should be processed as restock or damaged, select Process Refurbishments at the bottom of the confirmation window. 

After you process the refurbishments, the return will automatically update to reflect the items you entered as Restock or Damaged.  The quantity in the Refurb column will be set to zero, while the  Total Returned number of items remains the same: 

You can then proceed with processing items as Restock and/or Damaged, so they can be moved to storage or quarantine. To learn more, go to Processing Restock Items or Processing Damaged Items. 

Processing Restock Items

To process restock items:

1. Select Returns from the left menu, then find the return on the Returns page. 

2. Select Re-stock next to the item total. 

3. Enter the number of items, and select a temporary Quality Audit (QA) location. 

In the confirmation window that opens, use the text box to enter the number of items to restock. 

Then, use the dropdown to select a temporary quality audit (QA) location for the items to be moved to, as part of the returns process.

Keep in mind that the dropdown menu will only include a list of available QA locations at your warehouse. After you complete the return, you can move the returned items to your preferred storage location using the Move Items feature on a Flexe Mobile device. 

Note: If the Location dropdown is empty, you may not have any locations currently designated as quality audit. You can view and manage locations in Flexe by selecting Locations from the left menu. To learn more, go to Managing Locations. If you still need help, reach out to your Flexe Logistics Analyst or contact us at [e-mail].  

4. Select Restock Inventory. 

Once you've confirmed the number of items and QA location, select Restock Inventory at the bottom of the confirmation window. 

After you submit, the confirmation window closes and the return will automatically update to reflect the number of items that were restocked. If the return is now complete, you can also review the items by opening the Re-stocked tab on the Returns page: 

5. Move restocked items to storage on a Flexe mobile device. 

You can now use the Move Items feature on a Flexe mobile device to move items out of the temporary QA location you selected during the returns process. 

Select Move Items from the mobile device home screen. Then, scan the barcode for the item(s) you want to move and select Put Away. Next, scan the new location, then scan the item barcode again to complete the move. 

Processing Damaged Items

To process damaged items:

1. Select Returns from the left menu, then find the return on the Returns page. 

2. Select Quarantine next to the damaged item total. 

3. Enter the number of items, and a Quality Audit (QA) location. 

In the confirmation window that opens, use the text box to enter the number of damaged items.

Then, use the dropdown to select a quality audit (QA) location for the items to be quarantined to. 

Keep in mind that the dropdown menu will only include a list of available QA locations at your warehouse. After you complete the return, you can move the damaged items to an alternate quarantine location as needed, using the Move Items feature on a Flexe Mobile device. To learn more, go to Moving Items. 

If an item is damaged to the extent that it's hazardous or presents a pest control issue, also make sure to follow guidelines and procedures at your warehouse so that it does not impact people or other products.

Note: If the Location dropdown is empty, you may not have any locations currently designated as quality audit. You can view and manage locations in Flexe by selecting Locations from the left menu. To learn more, go to Managing Locations. If you still need help, reach out to your Flexe Logistics Analyst or contact us at [e-mail].  

4. Select Quarantine. 

Once you've confirmed the number of items and QA location, select Quarantine at the bottom of the confirmation window. 

After you submit, the confirmation window closes and the return will automatically update to reflect the number of damaged items that were quarantined. If the return is now complete, you can also review these items by opening the Damaged tab on the Returns page: 

 

Terminology

Refurbish - Returned product will be repaired or placed in new packaging before being added back to regular inventory, per conditions and specifications you've agreed upon with the shipper.

Restock - Returned product that can be restocked as-is.

Damaged - Returns with visible damage to packaging and/or product, that are unfit for customer use and cannot be allocated to future orders. These items should be moved to designated quality audit (QA) or quarantine locations.  

Quality Audit (QA) - Location category for product designated as unavailable to ship or that cannot be allocated to outbound orders. This generally includes damaged items, or returns needing refurbishment.

Damaged Hold - Formerly referred to as "Outbound Returns Staging," this is a location category for returned items that are being staged for pickup by the shipper/goods owner.