Receiving Returns
Process incoming returns at your warehouse efficiently with ReturnMate.
Efficient receiving is crucial for fast return processing. This guide covers best practices for receiving returned items at your warehouse.
Receiving Overview
When a package arrives at your warehouse:
- Identify - Match package to RMA
- Verify - Check contents against expected items
- Document - Record condition and any discrepancies
- Route - Send to inspection or direct to resolution
Quick Receiving
For standard returns where you trust the customer declaration:
Scan or Enter RMA
Use a barcode scanner to scan the RMA barcode on the shipping label, or manually enter the RMA number.
Confirm Receipt
Click Mark Received to update the status. The RMA moves from "In Transit" to "Received".
Customer Notification
ReturnMate automatically sends a "Package Received" email to the customer.
Detailed Receiving
For returns requiring verification:
Scan RMA
Scan or enter the RMA number to pull up the return details.
Verify Contents
Check each item against the RMA:
- Correct product?
- Correct quantity?
- All items present?
Document Condition
For each item:
- Select condition grade (A-D)
- Add condition notes
- Upload photos
Record Discrepancies
If items don't match the RMA:
- Note missing items
- Note extra items
- Note wrong items
Complete Receiving
Click Complete Receiving to save and route to inspection.
Receiving Interface
The receiving screen displays:
| Section | Information |
|---|---|
| RMA Details | RMA number, customer, order info |
| Expected Items | Products customer said they're returning |
| Tracking | Carrier and tracking information |
| Timeline | All events for this return |
| Actions | Receive, document, route options |
Item Condition Assessment
Condition Grades
| Grade | Criteria | Typical Action |
|---|---|---|
| A - Like New | Sealed packaging, unused | Restock as new |
| B - Good | Opened, minimal use, no damage | Resell as open-box |
| C - Fair | Used, minor wear | Discount resale or donate |
| D - Poor | Damaged, defective | Assess warranty or dispose |
Condition Documentation
For each item, record:
- Overall condition - Select grade A-D
- Notes - Describe specific issues
- Photos - Upload images of the item
- Missing components - Note any missing parts
Take clear photos from multiple angles. This documentation protects you in disputes and helps with warranty claims.
Handling Discrepancies
Wrong Items Returned
If the customer sent the wrong item:
- Document what was actually received
- Upload photos as evidence
- Update the RMA with discrepancy notes
- Contact customer to resolve
Missing Items
If items are missing from the return:
- Check the package thoroughly
- Note which items are missing
- Update expected quantities
- Contact customer if needed
Extra Items
If customer sent more items than expected:
- Document all items received
- Add extra items to the RMA
- Decide on handling (return to customer, process return)
Damaged Packaging
If the package arrived damaged:
- Photograph external damage
- Note on receiving record
- Check if contents are affected
- File carrier claim if needed
Bulk Receiving
For high-volume operations:
Scan Mode
- Go to Warehouse → Bulk Receive
- Scan multiple packages continuously
- Each scan marks the RMA as received
- Review summary when done
Upload Mode
- Receive manifest from carrier
- Upload CSV with tracking numbers
- ReturnMate matches to RMAs
- Batch update statuses
Receiving Workflow Options
Direct to Inspection
Standard flow where receiving moves items to inspection:
Received → Inspection Queue → Inspected → Resolution
Direct to Resolution
For trusted returns or exchanges, skip inspection:
Received → Resolution (auto-refund/exchange)
Configure in Settings → Warehouse → Receiving Options.
Mobile Receiving
Use ReturnMate on mobile devices for warehouse operations:
- Scan barcodes with device camera
- Update statuses on the go
- Upload photos directly
- Works offline (syncs when connected)
Access ReturnMate through your mobile browser. Consider adding to home screen for quick access.
Receiving Reports
Track receiving performance:
| Metric | Description |
|---|---|
| Packages Received Today | Daily incoming volume |
| Average Receiving Time | Time from arrival to processed |
| Discrepancy Rate | Percentage with issues |
| Items by Condition | Distribution across grades |
Best Practices
- Process returns same day they arrive
- Use barcode scanning for speed and accuracy
- Take photos before opening for damage claims
- Document all discrepancies immediately
- Train all warehouse staff on procedures
- Review receiving metrics weekly