Receiving a return

Last reviewed: 2026-10-06

What this is

A return puts units that came back into stock, or into the Damaged bin, and records what came back.

Find the order

1. Go to Orders > Returns and click New Return.
2. Type the order number or the recipient's name and press Enter.
3. If more than one order matches, click Select beside the right one. CanShip lists the 25 most recent and tells you how many match. Type more of the name or the order number to narrow the list.

If a client is selected at the top of the page, the search covers that client's orders only, and CanShip says so under the field. An order that belongs to another client is named, so you know which client to switch to.

A cancelled order cannot take a return. Receive its goods as a return with no order (below).

Receive the units

1. Check the Receiving warehouse.
2. Scan each unit as you take it out of the box. Each scan counts one unit on its line.
3. If a unit is damaged, enter the count under Damaged. Damaged units go to the Damaged bin. The rest go back to the Resellable location on the line.
4. Click Confirm Return.
5. Read the summary and click Confirm. Stock updates right away.

If fewer units came back than the order can return, CanShip asks about the rest before the summary. Choose Not returned (still with the customer) to leave them on the order, so they can be received on a later return.

An order CanShip did not ship

You can receive a return on an order that is in CanShip but that CanShip never shipped, for example one that went out another way. CanShip tells you it has no shipment for the order, and each line can return up to the quantity ordered.

A return with no order

1. On New Return, click No order to find? Receive a return with no order.
2. Choose the client and the receiving warehouse. A reference is optional: their order number or an RMA.
3. Scan each unit. The first unit of a product adds its line, and each further unit counts on it. A product that is not the client's is refused.
4. Enter any damaged units under Damaged, then click Confirm Return and Confirm.

If a client is selected at the top of the page, the return is for that client.

After you confirm

• The return opens with its number. A return with no order shows its reference where the order would be.
• Every return is listed under Orders > Returns, with its carrier and tracking number when it has them. Click a tracking number to open its tracking page in a new tab. Search there by the return's reference or its tracking number.
• Reports > Audit Trail shows each stock change with the return's number.