> ## Documentation Index
> Fetch the complete documentation index at: https://www.twicecommerce.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# How to record a damaged item

> Write the damage on the stock item's own record, starting from the order it came back on, and keep the unit from going out again until it is fixed.

> [card] [Open in TWICE Admin](https://admin.twicecommerce.com/orders)
>
> orders

Record the damage as a note on the stock item, where it stays with the unit across every order, then reserve the unit until it is fixed. [Stock Item Events](https://www.twicecommerce.com/docs/concepts/inventory/events.md) explains notes and reservations.

## Prerequisites

> [!WARNING]
>
> **Required permissions:** `inventory:stock_item_events:create` to add a note or a reservation to a stock item. All four system roles (Owner, Admin, Manager and Member) hold it. See [Users & Roles](https://www.twicecommerce.com/docs/settings/users-roles.md).

> [!NOTE]
>
> **Have ready before you start:**
>
> * **The unit marked Returned on its order.** It came back, whatever its condition. See [Mark items returned](https://www.twicecommerce.com/docs/guides/orders/mark-items-returned.md).
> * **What is wrong with it**, in a few words.
> * **The order still in progress, to charge the damage from its deposit.** Completing the order releases the deposit hold, so capture it first. See [Capture a deposit](https://www.twicecommerce.com/docs/guides/orders/capture-a-deposit.md).

## The walkthrough

**1. Open the order**

Open **Orders** and enter the code from the unit's tag in **Search all orders**. With more than one location, check the location selector in the top-left corner first. Click the order's row. 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 order's row highlighted](https://mintcdn.com/twicecommerce/gAy6DOwWGKXblDg8/images/guide-record-a-damaged-item-01.webp?fit=max\&auto=format\&n=gAy6DOwWGKXblDg8\&q=85\&s=973850ec5ecfe1fac9ad417bd3ba91af)

**2. Open the unit's panel**

Find the unit's row and click its code in the **Fulfillment details** column, beside the unit's state. The stock item panel opens on the right.

![An order's Summary tab with the Fulfillment details column header and the returned unit's code chip highlighted](https://mintcdn.com/twicecommerce/gAy6DOwWGKXblDg8/images/guide-record-a-damaged-item-02.webp?fit=max\&auto=format\&n=gAy6DOwWGKXblDg8\&q=85\&s=89b50c577af264ea80cb2edcd6e4f769)

**3. Open the stock item's page**

Click the code under **Item Codes** near the top of the panel. The stock item's own page opens in a new browser tab.

![The stock item panel for the returned unit, with its code link under Item Codes highlighted](https://mintcdn.com/twicecommerce/gAy6DOwWGKXblDg8/images/guide-record-a-damaged-item-03.webp?fit=max\&auto=format\&n=gAy6DOwWGKXblDg8\&q=85\&s=a59f4c8dc1d82dcc862c12c927d8eb13)

**4. Open the Events tab**

Click the **Events** tab. It lists the unit's orders, reservations and notes.

![The stock item's own page, with the Events tab highlighted and the order the unit came back on listed](https://mintcdn.com/twicecommerce/gAy6DOwWGKXblDg8/images/guide-record-a-damaged-item-04.webp?fit=max\&auto=format\&n=gAy6DOwWGKXblDg8\&q=85\&s=ac6d14268e0d2fa9636444df5ebf97da)

**5. Choose Add, then Note**

Click **Add** in the top-right corner of the **Events** card and choose **Note**. The **Add a note** panel opens on the right.

![The Add menu open on the Events tab, with the Add button and Note highlighted](https://mintcdn.com/twicecommerce/gAy6DOwWGKXblDg8/images/guide-record-a-damaged-item-05.webp?fit=max\&auto=format\&n=gAy6DOwWGKXblDg8\&q=85\&s=134bb7a1bb48740c5b25dcf8fe65335c)

**6. Describe the damage**

Enter a **Title**, for example Damaged, and in **Note** write what is wrong and which order the unit came back on. Leave **Location** and **Timestamp** as they open. The panel adds no note without a title.

![The Add a note panel with a title and a damage description filled in, and the Title and Note fields highlighted](https://mintcdn.com/twicecommerce/gAy6DOwWGKXblDg8/images/guide-record-a-damaged-item-06.webp?fit=max\&auto=format\&n=gAy6DOwWGKXblDg8\&q=85\&s=f78aeabbffb63f3c194a1067a846fc5e)

**7. Add the note**

Click **Add** at the bottom of the panel. The panel closes, and the note is listed on the **Events** tab under its title.

![The Events tab with the damage note's row, listed under its title, highlighted](https://mintcdn.com/twicecommerce/gAy6DOwWGKXblDg8/images/guide-record-a-damaged-item-07.webp?fit=max\&auto=format\&n=gAy6DOwWGKXblDg8\&q=85\&s=c711633c78f26009690f469bd66c07c8)

**8. Reserve the unit until it is fixed**

Click **Add** again and choose **Reservation**. The **Schedule a reservation** panel opens. Fill it in as [Reserve a stock item](https://www.twicecommerce.com/docs/guides/inventory/reserve-a-stock-item.md) shows, with **End date** set to when the unit is back in service, or **No end date**.

![The Schedule a reservation panel, nothing filled in yet, with the End date field and No end date highlighted](https://mintcdn.com/twicecommerce/gAy6DOwWGKXblDg8/images/guide-record-a-damaged-item-08.webp?fit=max\&auto=format\&n=gAy6DOwWGKXblDg8\&q=85\&s=1c2de68a306653ec45e282e49ba5bd4e)

## How do I know it worked?

* **The note is on the stock item.** Its **Events** tab lists it under your title.
* **The reservation is listed on the same tab**, and the unit cannot go on an order over its dates.
* **The order still reads the unit as Returned.** The order records that it came back, and the stock item records its condition.

## Troubleshooting / common pitfalls

> [accordion] The unit's code opens nothing
>
> The order is completed, and a completed order is read-only. Open the unit from **Inventory → Stock items** instead, searching for its code. See [Order Lifecycle](https://www.twicecommerce.com/docs/concepts/orders/order-lifecycle.md#faqs).

> [accordion] A dialog lists orders that lose the unit
>
> The unit is booked over the reservation's dates. Confirming takes it from those orders, and each needs another unit. See [Reservation priority](https://www.twicecommerce.com/docs/concepts/inventory/events.md#reservation-priority).

> [accordion] The deposit was released before you charged the damage
>
> Completing the order released the deposit hold. Reopen the order, add a line for the damage and collect it as a payment. See [Security Deposits](https://www.twicecommerce.com/docs/concepts/orders/deposits.md#managing-a-deposit).

## Related articles

> [card] [Stock Item Events](https://www.twicecommerce.com/docs/concepts/inventory/events.md)
>
> Notes and reservations on a stock item.

> [card] [Returns and damage](https://www.twicecommerce.com/docs/guides/orders/handle-a-return)
>
> Every walkthrough for taking items back.

> [card] [Mark items returned](https://www.twicecommerce.com/docs/guides/orders/mark-items-returned.md)
>
> Record which units came back on the order.

> [card] [Reserve a stock item](https://www.twicecommerce.com/docs/guides/inventory/reserve-a-stock-item.md)
>
> Keep a unit off every order until it is repaired.

> [card] [Capture a deposit](https://www.twicecommerce.com/docs/guides/orders/capture-a-deposit.md)
>
> Charge the damage from the deposit you hold.

> [card] [Archive stock items](https://www.twicecommerce.com/docs/guides/inventory/archive-stock-items.md)
>
> Retire a unit that is beyond repair.


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