Mark an In Progress Return as Incidence

If a problem occurs while a returned package is traveling back to the warehouse, the return itself can be marked as an incidence.

This process is typically used when:

• The return shipment is lost
• The carrier reports delivery problems
• The package is damaged during the return shipment
• The return cannot be completed normally

To begin, initiate the standard return workflow until the order reaches:

Returns > In Progress

From the return details screen, the Company can click Mark as Incidence.

The order is immediately moved into:

Returns > Returned Incidence

The order details page then displays a notification informing both parties that the return requires carrier dispute handling.

The message displayed is:

“This order is in returned-incidence. Please call customer service to continue the carrier dispute process.”

Once an order enters Returned Incidence:

• The return workflow is considered closed
• Inventory is not restocked
• No discard or restock actions are available
• The order remains preserved for investigation and dispute management

This workflow provides operational traceability for unresolved carrier-related return issues.