Return orders
A return order (RO) is a way to track when a customer returns a product. Return orders help you manage the return process, including the reason for return, the status of the returned item, and any associated logistics.
Return orders provide visibility into what needs to be returned, in order to help ensure customer returns are received. They serve as the planning layer before actual shipments are created and inventory is received. It is essentially a set of instructions.
As such, an RO is a business object that tracks what needs to be returned, where it's coming from, and when it's promised to arrive. The RO itself does not track any items or real world movement. It is a tool to help organize your logistics and ensure that each team knows what they should expect and when.
Example: A customer in Milwaukee needs to return a unit of product LDR-4.1 that is no longer needed. The support team creates a return order to track the return: the customer will ship the unit back to your Chicago warehouse. The return order tracks the return reason, expected arrival, and receipt of the returned product.
List all return orders
To see a list of all return orders, navigate to the return orders page. Return orders are listed in a table with the following information:
Order number. Return order reference number automatically assigned by Hardfin
Product. The product being returned
Reason. The reason for the return
Status. The current status of the return order
Created date. When the return order was created
Use the tabs to filter return orders by status. Use the search to find specific return orders.
Return order status
Return orders progress through different statuses as they are processed:
Draft - Order is being prepared but not yet active
Awaiting 3PL - Order has been sent to a third-party logistics provider and is awaiting processing*
Open - Order is active but no items have shipped yet
Shipped - Items are in transit back to the return location
Delivered - Items have been delivered to the return location
Received - Items have been received into inventory
Cancelled - The RO has been cancelled and is no longer valid
The status automatically updates as inbound shipments are created and processed against the return order.
Note: "Awaiting 3PL" status only appears if your organization has been enabled for third-party fulfillment.
Status levels
Return orders also display status levels that provide more detailed visibility into the shipment and receiving progress. These levels combine with the base status to show exactly how much of the order has been processed:
Partial
Some (but not all) items have been recorded
Full
All items have been recorded exactly
Overage
All items have been recorded, and some in excess
For example, a return order might show "Shipped — Partial" (some items have shipped but not all), "Delivered — Full" (all items have been delivered), or "Received — Overage" (more items were received than originally expected).
Status levels help you quickly understand both the overall return order status and the current state of associated shipments without needing to drill into the shipment details.
Line item statuses
Each line item on a return order tracks its own quantities and status:
Open quantity - Items expected but not yet in any shipment
Shipped quantity - Items currently in transit
Delivered quantity - Items delivered but not yet received into inventory
Received quantity - Items received into inventory
Each line item displays a status combining a phase (open, shipped, delivered, received) with a level (partial, full, overage) based on these quantities. This provides visibility into the progress of each individual item within the return order.
Add a return order
To create a new return order, click the "Add return order" button and a window will appear. Enter the appropriate details for the order:
Return type - The type of return (e.g., exchange, warranty, defective, etc.)
Return reason - Why the product is being returned
Return location - Where the product should be returned to
Dates promised - The date when the product is expected to be returned
Transportation
"Carrier" - The shipping carrier for the return (e.g., FedEx, UPS, DHL)
"Tracking number" - The carrier's tracking number for the return shipment
Items - The parts or products being returned
Notes - Any additional information about the return
Files - Any files associated with the return
Once all required information is entered, click "Add return order" to confirm.
View a return order
To view a return order, click the order in the return orders list. The return order details page shows:
The return type, reason, and any notes
The items being returned
Transportation details (carrier and tracking number, with a clickable link to track the shipment)
The expected return location and dates
Any associated inbound shipments
The status and history of the return order
Taking action on a return order
Several actions can be taken on a return order:
Edit. Update the return order details
Clone. Creates a new draft return order with the same details (return type, reason, location, items) as the original, allowing you to quickly create similar orders without entering all details from scratch
Send to 3PL. If third-party fulfillment is enabled for your organization and the return location is a 3PL location, you can send the order to the 3PL (see Third-party fulfillment below)
Fulfill. Record shipment against the return order
Cancel. Cancel the return order if no longer needed (only available for Draft return orders)
As shipments are received against a return order, the RO status automatically updates. The details of each shipment appear underneath its corresponding line item (on the Line items tab) and listed by shipment (on the Shipments tab).
Third-party fulfillment (3PL)
Some return orders may be received by third-party logistics providers (3PLs) rather than your own warehouse. Hardfin's 3PL integrations allow you to send return orders to your 3PL provider and automatically update the return order status as items are received.
If the return location has been designated as a 3PL location, the return order will automatically provide the option to "Send to 3PL" instead of receiving directly. Once the order is sent to the 3PL, the return order will automatically be marked as "Pending" status.
Third-party return orders still track the same information (what is being returned, where it's coming from, expected dates) but indicate that your organization is not directly handling the receiving logistics. When Hardfin receives confirmation from the 3PL that items have been received, the return order status will automatically update.
Third-party fulfillment is only available if your organization has third-party fulfillment enabled. Contact your Hardfin representative to enable third-party fulfillment. Read more about third-party fulfillment.
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