In **Returns** (*Retouren*) you manage everything that comes back from your customers. You register a return for a shipped order – as a **withdrawal** (*Widerruf*, the customer wants the money back) or a **complaint** (*Reklamation*, the customer wants a replacement). X-Sitter creates the return label, sends it to the customer by e-mail and announces the return at goods receipt. When the parcel arrives, you review each line and accept or reject it.

![Screenshot: Returns overview with progress filter, client and source filter, search and the list of returns](/orders/images/returns-overview.png)

## Before you start
- Your user needs the permission *Returns* (*Retouren*). To review and accept returns, you also need the permission to accept returns. Ask your administrator.
- The order must have the status **Sent** (*Versendet*) and come from a sales channel that is activated for the client.
- For the return label: either the order was shipped with a label from X-Sitter (the return label is then created with the same carrier), or ShipCloud access is set up for the client (see [ShipCloud accounts](/company/shipcloud-accounts.md)).
- To e-mail the label to the customer, the order needs an e-mail address in the delivery address.

## Step by step

### 1. Register a return
1. Open **Returns** (*Retouren*) in the left sidebar.
2. Click **New Return** (*Neue Retoure*).
3. Enter an order number, customer name or tracking number (*Bestellnummer, Kundenname oder Tracking-Nr.*) and click **Search** (*Suchen*). Only shipped orders are found.
4. In the order card tick the lines that come back. For each line choose:
   - the quantity in the column **Return** (*Retoure*) – you can only return what has not been returned yet (*already returned* / *fully returned* is shown),
   - the **Return reason** (*Rückgabegrund*).
5. Choose the type of return: **Withdrawal** (*Widerruf*) or **Complaint** (*Reklamation*).
6. Optional: enter an **Internal note** (*Interne Bemerkung*) and tick **Generate return label directly** (*Retourenlabel direkt erzeugen*).
7. Click **Create return** (*Retoure anlegen*). You see **The return has been created** (*Die Retoure wurde angelegt*), or **The return was created and the label generated** if you ticked the label option.

![Screenshot: "New Return" dialog with a found order, ticked lines, quantity, return reason and return type](/orders/images/returns-new.png)

### 2. Create and send the return label
1. In the overview click on the return to open its details.
2. In the box **Return shipment** (*Rücksendung*) click **Generate return label** (*Retourenlabel erzeugen*). The label is created with the carrier that shipped the order. You see **The label was created and saved** (*Das Label wurde erzeugt und abgelegt*).
3. Click **View return label** (*Retourenetikett anzeigen*) to see or print the label.
4. Click **Send labels to customers** (*Label an Kunden versenden*). The label is e-mailed to the customer's address from the order, and the details show **Sent on:** (*Versendet am:*) with date and time. Use **Resend label** (*Label erneut versenden*) to send it again.

![Screenshot: Return details with the "Return shipment" box, tracking number and the label buttons](/orders/images/returns-label.png)

### 3. Goods receipt
The advance notice for goods receipt is created together with the return label. In the box **Goods in** (*Wareneingang*) click **Open inbound notification** (*Avisierung öffnen*) to see it. The returned goods are then booked in at goods receipt. See [Advance notices](/inbound/advance-notices.md) and [Putaway](/inbound/putaway.md).

If a parcel comes back without a return label (for example undeliverable, or the customer sent it on their own), click **Create ASN for goods receipt without label** (*Wareneingang ohne Label avisieren*). The return is then announced and can be put away at goods receipt.

![Screenshot: "Goods in" box with the button "Create ASN for goods receipt without label"](/orders/images/returns-goods-in.png)

### 4. Review the return
1. Open the return and click **Review return** (*Retoure prüfen*), or use the review button in the overview row (**Review and accept return**, *Retoure prüfen und annehmen*).
2. Tick the lines you have checked, or **Select all open items** (*Alle offenen Positionen auswählen*).
3. For each line choose **accepted** (*akzeptiert*) or **rejected** (*abgelehnt*) and the condition (see table below; default *B – Like new*).
4. For rejected lines enter a **Reason for rejection** (*Grund der Ablehnung*). It is required.
5. Click **Save review** (*Prüfung speichern*). Only ticked lines are saved.

When all lines are reviewed, you see **The return was reviewed and completed.** (*Die Retoure wurde geprüft und abgeschlossen.*). If lines are still open, you see how many – you can review them later.

![Screenshot: Review dialog with lines set to accepted/rejected, condition dropdown and rejection reason field](/orders/images/returns-review.png)

### Cancel a return
Open an open return and click **Cancel return** (*Retoure stornieren*), then confirm. The lines can be returned again afterwards. Only open returns can be cancelled.

### Save an internal note
Type the text in **Internal note** (*Interne Bemerkung*) in the return details and click **Save comment** (*Bemerkung speichern*).

## Fields and options

### Overview filters and columns

| Element | Meaning |
|---|---|
| Progress filter | **All open** (*Alle offenen*), **Open, without label** (*Offen, ohne Label*), **Label created** (*Label erstellt*), **Completed** (*Abgeschlossen*), **Cancelled** (*Storniert*), **All** (*Alle*). |
| **All clients** (*Alle Mandanten*) | Filter by client (only with several clients). |
| **All sources** (*Alle Quellen*) | **Return portal** (*Retourenportal*) – registered by the customer, or **Created in X-Sitter** (*Im X-Sitter angelegt*). |
| Search | Order, customer or tracking number. |
| Columns | **Order** (*Auftrag*), **Client**, **created on** (*angelegt am*), **Customer** (*Kunde*), pieces (*Stück*), **Return reason**, **Status**, **Return shipment** (*Rücksendung*), **last update** (*letztes Update*). A complaint carries the badge *Reklamation*. |

### Return reasons

| Reason | German UI |
|---|---|
| Defective / Damaged | *Defekt / Beschädigt* |
| Don't like it | *Gefällt mir nicht* |
| Wrong size | *Falsche Größe* |
| Wrong item delivered | *Falscher Artikel geliefert* |
| Delivered too late | *Zu spät geliefert* |
| Found a better alternative | *Bessere Alternative gefunden* |

### Conditions (review)

| Code | Condition | German UI |
|---|---|---|
| A | In original packaging | *Originalverpackt* |
| B | Like new | *Wie neu* |
| C | Slightly used | *Leicht gebraucht* |
| D | Heavily used | *Stark gebraucht* |
| E | Mistake (e.g. goods incomplete / missing) | *Irrtum (z.B. Ware unvollständig / nicht vorhanden)* |

## Statuses

| Status | German UI | Meaning |
|---|---|---|
| Open | *Offen* | Return registered, no label yet. |
| Label created | *Label erstellt* | The return label exists. |
| Label sent | *Label versendet* | The label was e-mailed to the customer. |
| Arrived | *Eingetroffen* | The goods have arrived and are being reviewed. |
| Completed | *Abgeschlossen* | All lines reviewed and accepted. |
| Reviewed, partly rejected | *Geprüft, teils abgelehnt* | All lines reviewed, at least one rejected. |
| Cancelled | *Storniert* | The return was cancelled. |

![Screenshot: Return details header with status pill, source and return type](/orders/images/returns-details-status.png)

## Return portal
If you use the X-Sitter return portal, your end customers register returns themselves: they enter their order number and last name, choose *withdrawal* or *complaint*, and select the articles with reason and quantity. X-Sitter then creates the return label with the carrier of the original shipment and announces the return at goods receipt. If the label cannot be created, the return is still saved and you can create the label later in the overview. Portal returns are marked **Registered by the customer in the return portal** (*Vom Kunden im Retourenportal angemeldet*). Contact X-Sitter support to set up the return portal.

## After the review
- Returns of marketplace orders are reported to the marketplace automatically after the review: the accepted quantity per line with return reason and condition. Rejected lines are not reported. The details then show **Reported to shop** (*An Shop gemeldet*). See [Marketplace orders](/sales-channels/marketplace-orders.md).
- Returns can also be reported to a connected ERP; the details then show **Reported to ERP** (*An ERP gemeldet*).
- The tracking number of the return label also appears in the order under **Return** (*Retoure*). See [Shipment tracking](/orders/shipment-tracking.md).
- You can get a Telegram message when a return is closed. See [Telegram notifications](/account/telegram-notifications.md).

!!!
The order option **Return label** in the [order details](/orders/order-details.md) is something different: it creates a return label together with the shipping label when the order is packed, and uses your shipping rules.
!!!

## Good to know / Troubleshooting

| Message | Cause | Solution |
|---|---|---|
| **No shipped orders were found for this search.** (*Zu dieser Suche wurden keine versendeten Aufträge gefunden.*) | The order is not *Sent* yet, or the search term does not match. | Check the order status and the search term. |
| **Of …, only … can still be returned.** (*Von … können nur noch … Stück retourniert werden.*) | Part of the quantity was already returned. | Reduce the quantity. |
| **Please select at least one item with a quantity.** | No line ticked. | Tick at least one line. |
| **A label already exists for this return.** | The label was already created. | Open it with **View return label**. |
| *Für abgeschlossene oder stornierte Retouren kann kein Label erzeugt werden.* | The return is completed or cancelled. | – |
| *Der Auftrag hat keine vollständige Lieferadresse, das Label kann nicht erzeugt werden.* | The delivery address of the order is incomplete. | Complete the address in the order. |
| *Für diesen Mandanten sind keine ShipCloud-Zugangsdaten hinterlegt. …* | The order was shipped without an X-Sitter label and the client has no ShipCloud access. | Set up a [ShipCloud account](/company/shipcloud-accounts.md) or contact X-Sitter support. |
| **Error creating the return label: …** | The carrier returned an error. | Check the address and the carrier access. |
| **No valid email address is stored in the order.** | The order has no e-mail address. | Add an e-mail address to the order, or hand the label over another way. |
| **An error occurred while sending** (*Beim Senden ist ein Fehler aufgetreten*) | The e-mail could not be sent. | Try again. If it keeps failing, contact X-Sitter support. |
| **Please provide a reason for each rejected item.** | A rejected line has no reason. | Enter a reason. |
| *Die Avisierung konnte nicht angelegt werden. Arbeitet der Logistiker mit dem WMS?* | The advance notice could not be created, e.g. because the warehouse module is not used. | Contact your logistician or X-Sitter support. |
| **No returns were found** (*Es wurden keine Retouren gefunden*) | No return matches the filters. | Change the filters. |