Receiving Returns
Process incoming returns at your warehouse efficiently with ReturnMate.
There are two ways to check returned items in: the Receive Returns page for rapid scanning, and the Mark as Received action on an individual RMA. Both move the RMA to Received, ready for inspection.
The Receive Returns Page
Open Receive Returns from the app navigation. The page is titled Receive Returns — Quick check-in for returned items and transfers and is built for scanning a stack of parcels:
Choose your location
If you have multiple locations, pick where you're receiving from the Receiving At selector. Each check-in is recorded against that location.
Scan or enter a number
Use a barcode scanner on the courier tracking barcode, or type a tracking number or RMA number into the field. RMA numbers work in any of these formats: 1019A, RMA1019A or #RMA1019A. Press Enter or click Mark as Received.
Confirm and scan the next
The RMA is marked as received immediately and a summary card shows the customer, order and item count. Click Scan Next to clear the form for the next parcel.
From the summary card you can also:
- View Full Details — jump to the RMA detail page
- Print Tag — print a device tracking tag (RMA number, QR code, customer and order info) via your print client or the browser; see Print Clients
If the scanned number belongs to an inter-store transfer, ReturnMate receives the transfer automatically and shows which store it came from — no separate workflow needed.
Receive queues
Two tabs at the bottom of the page keep the day's work visible:
- Awaiting Check-in — parcels the courier has marked as delivered but that haven't been checked in yet, with tracking and delivery dates
- Recently Received — returns marked as received in the last 48 hours
Marking Received from the RMA
On an RMA that's in transit (or being dropped off in store), the header shows a Mark as Received primary action. The modal includes:
- Serial Number Verification — shown when the customer provided serial numbers during their return request. Enter the serial on the physical item; ReturnMate shows a live Match or Mismatch indicator against what the customer declared. See Serial Tracking.
- Admin Notes (optional) — record anything notable about the parcel's arrival.
Inspecting the Return
Once a standard return is Received, the header action becomes Start Inspection, which opens the Inspect Return modal.
Condition options
The options depend on the return type:
- Change-of-mind returns — the condition list comes from your configured restocking fee tiers, each shown with its fee percentage (for example "Unopened — 0% restocking fee"). A Waive restocking fee checkbox lets you skip the fee for this return. Configure tiers under Restocking Fees.
- Fault-based returns (damaged in transit, wrong item, warranty, goodwill) — the options are Good Condition and Damaged/Defective (as reported). No restocking fee applies.
- Reject Return — Ship back to customer — available on both types. Requires a rejection reason and a return carrier so the item can be shipped back.
Notes and evidence
Add Inspection Notes and attach up to 10 Evidence Photos. Photos taken at inspection are your documentation if the outcome is later disputed.
After submitting the inspection, the RMA moves to Inspected and you can process the resolution — see Refunds vs Exchanges vs Store Credit.
Received warranty RMAs go through diagnostics instead of a simple inspection: use the Diagnostics / Fault Assignment section on the RMA to record findings and assign fault codes from your configured list before resolving. See Fault Management.
Handling Discrepancies
If what arrives doesn't match the RMA:
- Wrong or unexpected item — document it with photos and notes on the RMA, then follow the Damaged Items & Wrong Item Claims flow to resolve it.
- Serial mismatch — the Mark as Received modal flags the mismatch; record the actual serial and investigate before inspecting.
- Damaged packaging or contents — photograph before unpacking further, note it in the receiving/inspection notes, and attach the photos as evidence.
- Customer disagrees with your findings — see Return Exceptions and Dispute Management.
Best Practices
- Check parcels in the day they arrive — the SLA clock starts at Received
- Use a barcode scanner on the Receive Returns page for speed and accuracy
- Clear the Awaiting Check-in queue daily
- Photograph damage before unpacking further
- Verify serials at receiving, not after the refund
- Print a device tag for anything heading to the repair bench