Initiate a Return on an In Progress Order (Company)

A Company user can initiate a return request for an order that is currently in the shipping process but has not yet been delivered.

To begin, sign in to 3PLICITY using Company credentials and open the Shipping section from the left navigation menu. The In Progress tab displays all shipped orders that are currently moving through the delivery process.

• Select the desired order using the checkbox beside the entry. Once selected, the available action buttons become enabled.

• Click Mark as Incidence to start the return process. A modal window opens requesting the reason for the incidence. This reason is visible to the Merchant and should clearly explain the issue affecting the shipment.

After confirming the incidence reason:

• The order is moved to Returns > Incidence
• The order status changes to Incidence
• The order is also updated in the order history under Manage Orders

The Company can open the order details page at any time to review the activity log, incidence information, and return progression.

On the Merchant side, the order becomes visible under Returns > Incidence. The Merchant can review the provided incidence reason and click Confirm Return to acknowledge and approve the return process.

The Merchant must provide a return resolution reason before confirming. Once confirmed:

• The order moves to Returns > In Progress
• The return workflow officially begins
• Both Company and Merchant can monitor the return status from the Returns module

When the package physically arrives back at the warehouse, the Company opens the order from Returns > In Progress and clicks Confirm Return.

This action changes the order status to Returned and moves the order into Returns > Returned.

The order details screen then displays:

• Return details
• Return dates
• Disposition summary
• Return history
• Activity log entries

At this stage, the Company can decide whether the items should be restocked or discarded after inspection.