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orders
Record each unit as Returned when it comes back, and leave the units still with the customer as they are. The order shows a partial return until the last unit is back. Order Lifecycle explains how the order’s fulfillment chip reads its items.

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Prerequisites

Required permissions: Create and edit orders to change an item’s state (orders:order_summary:manage), which every built-in role holds. See Users & Roles.
Have ready before you start:
  • The units that came back, with the code on each unit’s tag.
  • Damaged units set aside. Mark them returned too, then record the damage on the stock item. See Record a damaged item.

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The walkthrough

1

Find the order

Open Orders and enter the code from a returned unit’s tag in Search all orders. The search also lists earlier orders the unit went out on. With more than one location, check the location selector in the top-left corner first.Click the row of the order it came back from. The order opens on its Summary tab.
The Orders table with a unit's code typed in Search all orders, and the field and the matching order's row highlighted
2

Select the units that came back

On the Summary tab, click the checkbox beside each unit that came back, in the Stock item column. Leave the units still with the customer unticked.Unselect and Mark 2 items as appear in the top-right corner of the order.
An order's Summary tab with two units ticked in the Stock item column, and a ticked checkbox and Mark 2 items as highlighted
3

Open the Mark menu

Click Mark 2 items as. The number counts the units you selected. A menu opens with your account’s item states, in the order an item moves through them.
The Mark menu open with the account's item states, with Mark 2 items as and Returned highlighted
4

Choose Returned

Choose Returned, the state described as “Item received back to a location”. Where your account renamed its states, choose the one it uses for items back with you.The menu closes, the selection clears, and each unit you selected reads Returned in the Fulfillment details column.
The Mark menu open, with Returned and its description, Item received back to a location, highlighted
5

Read the order's fulfillment chip

Check the chip beside the order number at the top of the page. It reads Partially Returned while some units are still out, and Returned once every unit is back.The unit still with the customer reads Handed Out, and the order stays In progress.
The order after marking, with the Partially Returned chip, a unit at Returned and the unit still out at Handed Out highlighted

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How do I know it worked?

  • Each unit that came back reads Returned on the order’s Summary tab, and the units still out read Handed Out.
  • The chip beside the order number reads Partially Returned, or Returned once nothing is left out.
  • The order no longer holds the returned units, so other orders can take them.
Mark the last unit when it comes back, with Mark 1 item as. Then complete the order.

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Troubleshooting / common pitfalls

The order’s location hides item states. An Owner or Admin can show them for the location in the last card of Settings → Orders → Fulfillment lifecycle. See Fulfillment lifecycle.
A different unit went out than the one the order records. Put the unit that came back on the line first, then mark it. See Swap a stock item.
A completed order is read-only, so its items cannot be marked. Reopen it, mark the unit and complete it again. See Order Lifecycle.

Order Lifecycle

How the order’s fulfillment chip reads its items.

Returns and damage

Every walkthrough for taking items back.

Record a damaged item

Note the damage on the stock item and keep it out of service.

Complete an order

Close the order once everything is back.

Find overdue orders

The orders whose items are late back.