Return Processing Statuses – WeSupply Labs

The WeSupply Labs platform offers a comprehensive system designed to assist merchants in efficiently managing their return processes. It's crucial to grasp the various statuses involved in the return journey to streamline operations and enhance customer service.

Let's walk through a detailed breakdown of these statuses on the WeSupply Labs platform:

Initiated: This status applies when the customer has initiated the return process, expressing their intention to return the order. However, the return label failed to be generated, now it requires internal review and adjustments to rectify the issue and produce the label for the customer.
Pending Approval: This status applies when a return requires manual review based on your configured return logic, it enters this status. For instance, if an item is defective and requires image submission or additional comments for approval, it awaits manual action from your team.
Ship or Return: This status applies after approval, the customer is instructed to ship the item back or return it to a store.
Unknown: This status rarely occurs when there is an unknown error.
Ship back: This status applies in cases where a return order is approved but lacks a generated label, the end customer may need to manually add the tracking number or customer service can create the label manually in the dashboard.
Awaiting Tracking Number: This status indicates that a return request has been approved, but a return label hasn't been generated. This scenario applies only if return logic is configured not to automatically generate return labels.
Return to Store: Returns designated for the physical store location are categorized under this status.
Received: Once the customer has sent the item back and it has been received by the merchant, the status changes to "Received". At this point, the item has not yet been inspected.
Refund Failed: This status applies when the refund process encountered an obstacle preventing its completion.
Controlled: This status indicates that the item is currently undergoing inspection to determine if it qualifies for a return. This process involves checking if the item is in a resellable state. During this phase, the refund amount is also calculated, taking into account any deductions such as shipping costs.
Refund Pending: This status applies when a refund request awaits approval, which will be processed within WeSupply's dashboard.
Refunded: This status indicates that the return has been successfully refunded. It means that the customer has received a refund for the returned item(s).
Completed: This status indicates that a full refund has been issued for all items in the return request.
Partially Refunded: This status applies when a return order involves multiple items and only a portion is returned, resulting in a partial refund rather than the full order amount.
Not Approved or Rejected: This status applies when a return is marked as "Rejected," which means that the return request has been declined or denied. This could be due to various reasons, such as not meeting the return policy criteria or the item not being eligible for return
Label Created: This status is assigned once a return label is successfully generated, either automatically after the customer submits the return or upon manual approval.
Archived: Returns that are marked as "Archived" have been moved to a separate section for organizational purposes. Archived returns are typically those that have been resolved or closed and are no longer actively being processed
Escalated: When a return is marked as "Escalated," it means that the return request has been escalated to a higher level of authority or management for further review or resolution. This status is used when additional attention or intervention is required to address the customer's concerns or issues with the return.
Info Received: This status applies when Denotes that the customer has submitted return information.
Label Created: This status is applied to the return as soon as a return label is generated for a return request, either automatically after the customer submits the return or after your team approves the return.
Info Received: This status is applied to the return when the customer submits the return.
In Transit: This status is related to the tracking status for this return order and it is applied as soon as the carrier updates the tracking with this information.
Failed Attempt: This status is related to the tracking status for this return order and it is applied as soon as the carrier updates the tracking with this information.
Picked Up: This status is related to the tracking status for this return order and it is applied as soon as the carrier updates the tracking with this information.
Out for Delivery: This status is related to the tracking status for this return order and it is applied as soon as the carrier updates the tracking with this information.
Delivered: This status is related to the tracking status for this return order and it is applied as soon as the carrier updates the tracking with this information.
Exception: This status is related to the tracking status for this return order and it is applied as soon as the carrier updates the tracking with this information.
Expired: This status is related to the tracking status for this return order and it is applied as soon as the carrier updates the tracking with this information.
Invalid: This status is related to the tracking status for this return order and it is applied as soon as the carrier updates the tracking with this information.

Understanding the sequence of these statuses can sometimes be perplexing. For instance, you might question why a return is approved before it's received and controlled. This discrepancy often aligns with the merchant's return policy, which may allow for pre-approval of returns before inspection. However, the final refund determination typically occurs post-inspection.

Merchants may adopt varying approaches to this flow, tailored to their specific policies and procedures. Some may opt to await receipt and inspection before approving returns, while others may implement automated systems for pre-approval based on predefined criteria.

Comprehending these statuses empowers you to efficiently manage return processes and communicate effectively with your customers.

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