Returns and cancelled orders

Not every order reaches final delivery.

The important rule is simple: the order status does not put products back into stock by itself. Products become available only when they are physically processed in the warehouse through Logistic returns.

The Orders page shows the status, AWB, invoice, products, and history. The physical return of products is handled in Warehouse operations -> Logistic returns.

Cancelling An Order

Cancellation is used when an order should no longer be delivered.

The result depends on where the order is in the flow:

Stage	What cancellation means
New or not started in the warehouse	The order stops before products are prepared.
Sent to picking	Unpicked products stop in the picking flow.
In picking	Already picked products must be handled physically, so they do not remain blocked in a cart or work area.
Picked, packing, or packed	The operator must check where the products are and bring them back through the proper flow.
Awaiting shipment	If cancelled here, the order can move to Cancelled - awaiting return to stock.
Shipped	Products are not treated as returned. Wait for the physical parcel and process it through Logistic returns.

Cancelled - Awaiting Return To Stock

This status appears when cancellation happens after products moved too far in the flow.

In this situation:

• products are not automatically available;
• the parcel or products must be physically located;
• returned products are processed through Logistic returns;
• stock must enter a returns location before it can be used further.

Do not manually mark stock as available just because the order was cancelled.

Logistic Return

Logistic return is the implemented flow for products that physically return to the warehouse.

Use it when:

• the courier brings the parcel back;
• a prepared or shipped order returns to the warehouse;
• an order cancelled after preparation has products that must physically re-enter stock;
• the operator must close the order as returned and record the products in a returns location.

Eligible orders are searched in the current company and warehouse. The flow works with orders in logistic statuses such as Awaiting shipment, Shipped, Return pending, or Cancelled - awaiting return to stock.

Workflow

1. Open Warehouse operations -> Logistic returns.
2. Scan a returns-type location from the current warehouse.
3. Search for the order by AWB or return AWB, order ID, or customer name / phone.
4. Select the correct order if there are multiple results.
5. Check the displayed details: customer, order status, AWB, invoice, and expected products.
6. Choose the product condition before scanning: Good, Damaged, or Quarantine.
7. Scan the products that physically returned.
8. For products with lots or serial numbers, confirm the exact expected lot or serial number.
9. Complete the return.

If all products were scanned, Putaway WMS completes the return normally.

If some expected products are missing from the parcel, the operator completes with missing products only after explicit confirmation. Missing products do not increase final stock: they are recorded for traceability and then removed through a negative adjustment in the same transaction.

What Happens After Completion

After logistic return completion:

• scanned products enter the returns location with the selected condition;
• products keep the origin and traceability with which they left on the order;
• the order is marked as returned;
• the shipment is marked as returned to sender;
• if products are missing, the related adjustment is created;
• order history and stock traceability are updated.

For later checks, use Stock, Traceability, and Documents -> Inventory adjustment note if the return generated an adjustment.

What Orders Does Not Do

The Orders page does not physically process the return.

Do not treat products as returned from Orders just because:

• an order was cancelled;
• the order has an AWB;
• the order is shipped;
• there is a link to an original order;
• the operator knows a parcel will come back.

Stock changes only when products are processed through the warehouse flow.

Limits

• Only orders from the current user’s company and warehouse are processed.
• The scanned location must be returns-type.
• Scanned products must belong to the selected order.
• Products must be mapped in the catalog.
• Lot and serial number must match the expected product.
• Scanned quantity plus missing quantity must exactly cover the expected quantity.
• Logistic return is not a method for general inventory corrections.
• For stock differences without a physically returned parcel, use the dedicated inventory, transfer, or adjustment flows.

Simple Rules

• Do not bring stock back manually from the Orders page.
• Do not process products that have not physically returned.
• Do not use logistic return for products that do not belong to the selected order.
• Do not confirm missing products if the product is in the parcel but was not scanned correctly.
• For any returned parcel, use Warehouse operations -> Logistic returns.