Returns
Connect return records with products, orders, refunds, reasons, statuses, and customer-support context.
What this module does
Returns is the organization workspace for recording and analyzing post-purchase product outcomes. Its editable grid can connect a return to a SKU, product, order, support ticket, return reason, status, date, refund, and other operational fields.
The module supports search, filters, configurable columns, row selection, editing, and navigation into related orders or tickets when the identifiers are available.
When to use it
Use Returns to understand why customers send products back, how much is refunded, which products or variations are affected, and whether support or supplier follow-up is needed.
Use Orders for the complete commercial order record and Communications for the support conversation. Returns brings the return-specific facts together and connects users to that broader context.
How it fits into CapitalOS
A return record references the organization and shared SKU registry. Order and ticket identifiers can connect it to the customer transaction and communication history.
Product analytics can summarize return information by product, category, or other supported dimensions. Accurate SKU and order matching is essential for those relationships.
Main concepts
- Return reason: the organization-defined explanation for why an item was returned.
- Return funnel or stage: the configured operational step in the return process.
- Return status: the current state of the return record.
- Order link: the order associated with the returned item.
- Ticket link: the customer-support ticket associated with the return.
- Refund information: dates and amounts recorded for the return or order.
- Product and SKU: the shared identity used for product-level analysis.
- Configurable grid: visible columns, order, filters, and saved user state for returns work.
Typical workflow
- Add a return manually, create it from supported communication work, or import supported return data.
- Match the correct SKU and product variation.
- Add the order and ticket identifiers where available.
- Select the return reason, funnel stage, status, dates, and refund information.
- Add notes or supplier-related context needed by the organization.
- Use filters and columns to review patterns across products or time periods.
- Open the related order or ticket for full transaction and conversation context.
- Investigate records that remain unmatched after import.
Permissions and prerequisites
You need Returns module access for the active organization. Navigation into Orders or Communications also depends on access to those modules.
Return reasons, funnels, status colors, and available columns can be organization-configured. Imports require consistent order and SKU identifiers; a visually similar product name is not a reliable match on its own.
Guides planned for this module
- Add and update a return record.
- Configure return reasons, funnels, and statuses.
- Link a return to an order and support ticket.
- Import and validate return workbooks.
- Match orders, tickets, and SKUs.
- Configure returns columns, filters, and grid views.
- Read product-level returns analytics.