How to Start a Return When an Order Is Stuck as “Out for Delivery”

In some cases, an order may already be received by the customer, but the status in WeSupply still shows as Out for Delivery. Since WeSupply requires the order to be marked as Delivered before it becomes eligible for a return or exchange, this status can prevent the customer (or the admin) from starting the return process.

Why This Happens

Order statuses are updated based on carrier tracking. Occasionally, a carrier may not send the final delivery scan, leaving the order stuck in Out for Delivery even though the customer already has the package.

How to Fix It

If you or your customer need to start a return for an order marked as Out for Delivery, you can manually update it:

1. In the WeSupply Admin, locate the order in question.
2. Click on Start a Return for the Customer.
3. A pop-up window will appear asking if you want to mark the order as Delivered.
4. Click Yes.
5. Once marked as delivered, both you and the customer will be able to submit a return or exchange request as normal.

This ensures customers can still initiate a return even if the delivery status doesn’t update correctly from the carrier.