Add and Update a Return

Record organization return work with the correct order, product, reason, stage, status, and refund context.

Before you begin

Select the correct organization and gather the source order, returned SKU, reason, current operational stage, status, ticket reference, and refund information available to the team. Search the Returns grid before adding a record so the same return is not entered twice.

How it works

Returns is an organization-configurable grid. A return can link to an order, ticket, product SKU, reason, funnel or stage, status, refund details, and other configured columns. Records may be created or updated through the grid, supported Communications workflows, or validated Imports depending on the use case.

Step-by-step

Open Returns and search by order, ticket, SKU, or another known identifier.
Confirm that an existing record does not already represent the return.
Add a return through the supported grid or workflow action.
Select or enter the matching order and product SKU.
Choose the organization-configured return reason, stage, and status that reflect the current situation.
Link the support ticket when the return originated from customer communication.
Record refund date or amount only when that information is known and appropriate.
Fill other visible organization columns without inventing unavailable details.
Save the row and reopen or refresh the grid.
Update stage and status as the return progresses rather than creating a new row for each step.

Check your result

One return record represents the case and links to the expected order, ticket, and SKU. Reason, stage, status, and refund context reflect the current operation. The record can be found from Returns and from supported linked order or communication views.

Common problems

The order cannot be found: verify organization, order number format, synchronization, and date coverage.

The SKU is unmatched: compare the order line item with the organization product registry.

A reason or status is missing: an administrator may need to review the organization’s Returns configuration.

The record appears twice: compare source order, SKU, ticket, and timestamps before changing either entry.

Permissions and data notes

Returns access and configuration permissions are separate. Refund information can be financially sensitive and should come from an authoritative source. Do not treat a recorded return status as proof that an external payment action has completed.