Ecommerce Customer support Inventory & orders
Returns and exchange handling prep for the warehouse
SI turns an approved return or exchange into a warehouse checklist: what should come back, whether it can be restocked, and whether the swap SKU is actually on hand.
Worth knowing: Health and safety rules for restocking vary. Follow your own policy and the rules that apply to you, especially for used personal-care items.
The problem
A return is approved in the helpdesk, then the warehouse is surprised: wrong item, not restockable, or the exchange size is already sold out. Checking a request against your refund policy decides whether the customer is allowed to return. It does not prep the dock.
What SI does
For each approved return or exchange, SI pulls the original order, the reason, photos if you keep them, and the requested swap. It drafts a receiving note (order, SKU, expected condition, restock vs quarantine vs discard per your rules) and checks whether the exchange SKU and size are available. If not, it lists alternatives you have already said are allowed, or marks it as a refund conversation. It does not issue refunds or change stock.
Examples
The same job looks different in different businesses. These are illustrations, not client results.
- Shopify apparel store
An exchange for size M is requested. SI notes size M is at one unit and drafts a dock note to inspect the returned size S before restocking.
- Home-goods store
A damaged-table return is tagged quarantine per the written rules. SI does not suggest putting it back for sale.
- Beauty brand
A used personal-care return is listed as discard, with a refund draft waiting for the owner.
What it takes to set up
Your restock rules, the returns tool or a sheet of open returns, and store stock. Setup is often a few days.
What a human still checks
- Refunds, store credit, and exchanges are issued by a person.
- Condition on arrival is confirmed by the warehouse, not guessed from a photo.
- Items that might be unsafe to restock go to a person.
Try it yourself
Paste this into your SI tool of choice and swap the [bracketed] parts for your own details. It asks SI to stop and show you before it does anything.
For each approved return or exchange in [returns sheet or export], pull the original order, reason, and requested swap. Using restock rules [paste] and stock [export], draft a receiving note (SKU, expected condition, restock, quarantine, or discard) and say whether the swap SKU is on hand. Do not issue refunds or change stock. Pause and show me before sending, submitting, posting, refunding, or changing anything.
Next step
Want this built? Book a free 30-minute consult
Bring one real example, such as an export, an inbox, or a spreadsheet. We will map the steps and decide what SI drafts and what you approve.