CUSTOMER GUIDE / FIRST EDITION

Handle issues and customer returns

Use Needs attention for outbound problems and Customer returns for packages coming back. These are separate tasks.

Before you start

For a trial, use the practice packages supplied by your test host. Workers need an enrolled device and appropriate permissions. Administrators need Shopify access for order, refund or inventory corrections. A follow-up is work left open until someone confirms its resolution.

An item is unavailable

1. In the worker’s product line, choose Item unavailable.
2. Record the unavailable quantity and reason, then choose Report & pause package.
3. Keep the tote with its order while the package is held. If the item is found, record that resolution and resume; otherwise ask the administrator to review Needs attention.

This makes a missing or damaged last item visible before another picker encounters the stock mismatch. ToteCue does not automatically prevent a stockout or make the Shopify correction.

Resolve a held package

1. An administrator saves any required refund, cancellation or item removal in Shopify. Do not restock units that cannot be sold.
2. In Needs attention, choose Check Shopify status and stock.
3. If Shopify still shows unavailable units as sellable, correct the affected location’s available quantity in Shopify. Set it to zero only if no sellable stock remains; positive stock can be legitimate.
4. Choose Check Shopify stock again.
5. Once the check is green and the order change is confirmed, choose Finish package and release bin when offered for this held package.

A stock check alone does not close the issue. If a check fails, leave the follow-up open, correct the source problem and recheck.

Resolve an inventory-only follow-up

An inventory-only follow-up does not hold a bin. In Needs attention → Inventory follow-ups, review the item and location. Correct sellable stock in Shopify if needed, choose Check stock again, then Mark resolved after the problem is addressed. Do not use a held-package release step for this branch.

Find a closed issue

In Needs attention → Closed issues, search by order number or customer name and select a period. Dates refer to record closure; only retained history is available.

Bring in customer returns

1. An administrator opens Customer returns and chooses Update from Shopify.
2. Confirm the expected Shopify return request is present. A request can arrive before its parcel; a refund alone does not create a return.
3. Confirm the worker has return-receiving permissions. Tracking lookup, photos and batch intake depend on configuration.

Receive and review an arrival

Workflow illustration, not an app screenshot.

1. Open Customer returns from Worker home. Scan supported tracking, or choose Find by order or return number, enter the exact number and choose Find in Shopify.
2. Check the candidate’s order and return details before choosing Use this return. Lookup identifies a record; it does not inspect the parcel.
3. With the physical parcel present, choose Mark package received. Record additional physical packages separately rather than duplicating one receipt.
4. Open the received package and choose Start inspection or Inspect this package, as shown. Record quantities and item condition.
5. When photos are enabled, add condition evidence and choose Save photo for each capture. Save the inspection findings.
6. An administrator opens Review return, checks the findings and completes any refund or inventory action in Shopify.
7. Finish the related ToteCue follow-up after the Shopify action is checked.

Receive several packages before inspection

With batch intake enabled and tracking lookup configured, use Receive batch. Each matched scan records a physical arrival. Inspect those packages afterward; receipt does not complete inspection.

You are done when

Outbound held work is resolved and its bin released, or an inventory-only follow-up is resolved. For a return, the inspection and follow-up are saved and finished work appears in Completed returns. These records do not independently prove a Shopify refund.

If a return cannot be identified

Try the exact order or return number when tracking lookup is unavailable. If candidates are ambiguous, do not link the arrival by guessing. Use Record unidentified package if available, and ask an administrator to confirm the return. Name or address search is not part of this lookup. Keep the parcel identifiable while awaiting review.

Related tasks

See Quality checks for label problems or Product Loans for temporary sample returns. Contact support if rechecks still fail.