Agree what each status means
A carrier delivery scan confirms a transport event. Agree separately how the warehouse records receipt, item counts and inspection. Keep the return reference with every status so customer support can find the same item without asking the warehouse to search again.
Compare the contents with the expected return
Record the expected SKU and quantity, then record what arrived. Separate an unreadable label, a missing accessory and a different item into distinct exceptions. Ask for photographs that show the relevant discrepancy; decide who reviews it and what happens while approval is pending.
Keep refund authority explicit
Shopify’s documentation separates creating a return, processing it and issuing a refund. Its permissions also distinguish return handling from refund authority. Agree who makes the financial decision. Do not treat a warehouse status or an automated support reply as approval to refund.
Close the loop with customer support
Use a handover record containing the return reference, received quantity, inspection result, unresolved exception and authorised next step. Define when support updates the customer and who handles a delayed decision. For PickPaket, confirm the requested checks and reporting format before sending a batch.
Sources and editorial context
Published by the PickPaket editorial team. Community posts inform the questions; operational recommendations are editorial guidance. Scope and charges require an agreed service brief.