Operations
Returns
A return tracks the physical goods coming back; a refund tracks the money going back. Returns live under Returns and Active returns, refunds live on the order.
Returns vs refunds
| Question | Answer |
|---|---|
| Buyer sends goods back? | Start a return to track the parcel and inspection. |
| Buyer keeps goods but gets money? | Issue a refund only, no return needed. |
| Both? | Start the return, then issue the refund when inspection passes. Restock only resalable units. |
Buyer sends goods back?
- Answer
- Start a return to track the parcel and inspection.
Buyer keeps goods but gets money?
- Answer
- Issue a refund only, no return needed.
Both?
- Answer
- Start the return, then issue the refund when inspection passes. Restock only resalable units.
Note
Starting a return inside CrowPrime works for manual orders and eBay orders. For other channels, handle the return request on the marketplace itself; you can still issue the matching refund in CrowPrime so credit notes and reports stay complete.
Return flow
- 1
Start the return
Orders → the order → Start return. Pick the lines and quantities coming back and the reason.
- 2
Inspect items
When the parcel arrives, grade each line A–D: A is as-new, B and C for visible wear, and D is unsellable — quarantined units never re-enter stock.
- 3
Decide money
Issue a full or partial refund from the return; damaged goods skip restock.
- 4
Close
Closing archives the return with its timeline of start, label, arrival and inspection.
Return lifecycle
Every return moves through a sequence of states from creation to completion. The timeline on the return record shows each transition with the actor and timestamp.
| State | What it means | Next step |
|---|---|---|
| Pending shipment | Return created, waiting for the buyer to send goods back. | Generate a return label and send it to the buyer. |
| Label generated | A return label has been created and shared with the buyer. | Wait for the buyer to ship the parcel. |
| Awaiting customer shipment | The buyer has the label but has not shipped yet. | Follow up if the parcel does not move within the expected window. |
| In transit | The parcel is on its way back to you. | Monitor tracking until delivery. |
| Received | The parcel has arrived at your warehouse. | Inspect the returned items. |
| Quality inspection | Items are being graded as resalable, damaged or missing. | Grade each line, then restock or reject. |
| Rejected | One or more items failed inspection and are not restocked. | Issue a refund or contact the buyer. |
| Restocked | Resalable items have been returned to inventory. | Issue the refund. |
| Refunded | The refund has been processed through the marketplace. | Close the return. |
| Completed | The return is fully resolved: inspected, restocked where applicable and refunded. | None — the return is archived. |
| Cancelled | The return was cancelled before completion. | None — the return is archived. |
Pending shipment
- What it means
- Return created, waiting for the buyer to send goods back.
- Next step
- Generate a return label and send it to the buyer.
Label generated
- What it means
- A return label has been created and shared with the buyer.
- Next step
- Wait for the buyer to ship the parcel.
Awaiting customer shipment
- What it means
- The buyer has the label but has not shipped yet.
- Next step
- Follow up if the parcel does not move within the expected window.
In transit
- What it means
- The parcel is on its way back to you.
- Next step
- Monitor tracking until delivery.
Received
- What it means
- The parcel has arrived at your warehouse.
- Next step
- Inspect the returned items.
Quality inspection
- What it means
- Items are being graded as resalable, damaged or missing.
- Next step
- Grade each line, then restock or reject.
Rejected
- What it means
- One or more items failed inspection and are not restocked.
- Next step
- Issue a refund or contact the buyer.
Restocked
- What it means
- Resalable items have been returned to inventory.
- Next step
- Issue the refund.
Refunded
- What it means
- The refund has been processed through the marketplace.
- Next step
- Close the return.
Completed
- What it means
- The return is fully resolved: inspected, restocked where applicable and refunded.
- Next step
- None — the return is archived.
Cancelled
- What it means
- The return was cancelled before completion.
- Next step
- None — the return is archived.
Note
Not every return reaches every state. A buyer who decides to keep the goods after inspection may skip restock. Damaged items may go straight from received to rejected.
Return labels
- Generate a DHL return label directly from the return where DHL is connected.
- The label tracking is attached to the return timeline automatically.
- For other carriers, upload the tracking number manually.
Inbound & restock
- Tick restock only for resalable units; they return to on-hand stock and sync out to channels.
- Damaged or discarded units stay out of stock but remain on the return record.
- Active returns lists every open return with its age, channel and inspection state.
Important
Restocked units immediately become sellable on all sync-enabled listings.
Permissions
- Managing returns needs Owner, Admin, Supervisor, Manager or Support.
- Deleting a return needs Owner or Admin.
- Finance sees the resulting credit notes but not the physical return queue.