What this helps you do

Record which fulfilled goods are coming back and choose how they will reach one of your inventory locations.

Before you start

Open the order and make sure it still has a returnable quantity. Creating a return handles the goods coming back. It does not automatically mean money has been sent to the customer.

Steps

  1. Open Orders, select the order, then select Create return.
  2. Choose a Return mode.
  3. Under Select items and quantity, enter the quantity coming back for each exact fulfilment line.
  4. For courier or manual returns, check the customer pickup address and choose the Destination inventory location receiving the goods.
  5. For a courier return, enter the packed parcel details and select Calculate rates.
  6. Choose Surface or Express. The cheapest courier in that mode is shown.
  7. Enter a clear Reason for return.
  8. Select Create return once and wait for confirmation.
  9. Follow the pickup or manual-return status until the goods physically reach you.
  10. If a manual return is received, open Returns & exchanges on the order and select Mark as returned.

Choose the correct return mode

  • Local delivery pickup: use your local-delivery flow to bring back items from a local-delivery fulfilment. Items from different fulfilments must be handled in separate local return pickups.
  • Courier return: Upstorr calculates Shiprocket return rates and creates an automatic pickup with a waybill.
  • Manual return: record a return that you are arranging outside Upstorr, such as a customer bringing the item to your shop.

Understand the item numbers

  • Purchased: quantity originally bought on that fulfilment line.
  • Returned: quantity already recorded as returned.
  • Remaining: the largest quantity still eligible to return.
  • Qty: quantity coming back in this return. Upstorr will not let it exceed Remaining.

The fulfilment label matters. If the same product was supplied in two parcels, choose the line belonging to the parcel actually being returned so stock goes back to the correct place.

Understand the pickup and destination fields

  • Pickup address: where the courier will collect the return, usually the customer’s address.
  • Destination inventory location: your active Indian location receiving the goods. Its pincode is used for courier rates and inventory handling.
  • Packages: the return parcels. You may add up to five. Weight must be positive and no more than 50,000 g; every dimension must be greater than 0.5 cm and no more than 300 cm.
  • Reason for return: a required explanation saved with the return. It can contain up to 1,000 characters.

What happens next

A courier return shows its waybill, a local return creates its pickup workflow, and a manual return stays open until you mark the goods returned. The Returns & exchanges card shows its status, items, reason, method, value, and related documents.

Inspect returned goods before making them sellable again. A return record and a customer refund are separate jobs unless the exact flow explicitly completes both.

Common problems

  • Create return is missing: The order may be blocked, fully returned, or have no safely linked returnable quantity.
  • No items are listed: Upstorr cannot find an exact eligible fulfilment line, or all quantities were already returned.
  • Local pickup is rejected: Select only local-delivery items from one fulfilment and create separate pickups for the others.
  • Courier rates do not appear: Select an item and destination, enter valid six-digit pickup and destination pincodes, and correct the package details.
  • A manual return still looks open: Mark it as returned only after the goods physically arrive.
  • The customer has not received money: Creating a return does not claim that a refund was sent. Complete the real refund separately.