Returns
Manage customer returns, carrier returns, and manual returns
A tracks merchandise coming back to the . Its identifies the case, and its records whether each inspected item is restocked, , or handled another way.
Choose a return type below, then use the shared inspection process when the package arrives.
Return Types
Customer-Initiated (From Order)
Process returns when a customer requests to send back items from an existing order.
Carrier Return (RTS)
Handle packages returned by the carrier due to bad address, refusal, or delivery failure.
Manual Return
Create a return without an existing order in the system.
Return Status Flow
Every return moves through a series of statuses as it progresses:
| Status | Description |
|---|---|
Awaiting Label | Return created, waiting for a shipping label to be generated and sent to the customer. Only applies to customer-initiated returns. |
Pending | Return is active and waiting to arrive at the warehouse. RTS and manual returns start here. |
Inspecting | Package received and currently being inspected at a packing station. |
Receival Complete / Awaiting Resolution | Warehouse processing is complete. Resolve the customer refund or repayment before using Complete Return in ShipOS. |
Completed | Return fully processed and closed. |
Cancelled | Return was cancelled before completion. |
Inspection Workflow
All return types share the same inspection process once the package arrives at the warehouse:
- Navigate to Returns (opens the Cybership dashboard in a new tab) and open the return
- Click Process Return and select a packing station
- Choose a staging location for inspected items
- For each item, record:
- Quantity received
- Item condition and any separate condition groups within the received quantity
- Disposition from the options available for that condition
- Inspection notes and photos (photo evidence required for items assessed as Junk/defective)
- Review the destination groups. Select a hospital location when required and record missing items as Not Received.
- Click Confirm & Submit, then check the resulting inventory and return status.
After inspection, items are moved to their designated locations:
- Staging location for items being restocked
- Hospital location for items needing repair or further review
- Not Received for items that were missing from the package