In this article, we introduce all the ways you can handle returns with Pickware. In addition to full returns, you can also process partial returns and create credit notes. Returns of POS sales can also be processed directly at the register via the Pickware POS App.

To create a new return, open the context menu of the corresponding order in the order overview and select Retoure erfassen (Record Return), or click Retoure erfassen (Record Return) at the top of the order details. Returns can only be created for orders that have already been shipped. If the order hasn't been shipped, the Retoure erfassen (Record Return) option is greyed out.

In the following window, you can

The actual returned quantities and return reasons can still be adjusted at a later point. Then click Retoure ankündigen (Announce Return) at the top right to proceed to the next step. The return will then have the status Angekündigt (Announced). This means the return is already in the warehouse, but no change to stock has been made yet.

The return has now been created and can be accessed and further edited at any time via Bestellung → Retouren (Order → Returns). In this window, you can

Further down, you'll see a status history for the return and payment status. Click Retoure annehmen (Accept Return) to save your changes.

Alternatively, you can also accept your returns via the WMS App.

Your return is now in the Empfangen (Received) status. Here you can

Click Retoure einlagern (Restock Return) in the return to proceed to the next step.

You can now select which and how many of the returned products should be restocked or written off. Clicking Bestätigen (Confirm) books your stock accordingly, and it can no longer be corrected as part of this return. Stock being restocked is placed in the default bin location. If no default bin location has been set, the items are booked to the unknown bin location.

Alternatively, you can also restock your returns via the WMS App.

In the return, you'll find the Rechnungskorrektur erstellen (Create Credit Note) button at the top right. If the return has already been completed, you can still adjust the returned quantities for the credit note if needed, but this no longer affects the stock movements. You'll find detailed information about credit notes in this article.

If products within an order need to be exchanged, reopen the order after recording and restocking the return. Click Produkt hinzufügen (Add Product) in the Positionen (Items) section to add a replacement product, or click the Menge (Quantity) field of an existing item and increase the quantity accordingly. Then create a credit note and reship the order as usual. To have the order displayed in the WMS App again, you need to set the order status back to Offen (Open).

Open the app menu and switch to Wareneingang (Goods Receipt) mode. Select Retoure (Return) here, then search for the relevant order. You can choose from all shipped orders and announced returns.

Alternatively, you can scan the barcode on the return label or delivery note to go directly to the return.

Then switch to the Produkte (Products) tab. There, you can select the returned products by scanning or using the search function. You'll initially see the products included in the order under Erwartete Produkte (Expected Products), but you can also choose from all products and add products that weren't part of the order.

For each product, you can now adjust the quantity and select a return reason from the list.

Once all returned products have been recorded, tap Sichern (Save) at the top right.

You can now decide whether all products should be restocked or not restocked. Please note the notice displayed in the app: if the products are restocked at this point, they can no longer be written off. Therefore, select Nicht einlagern (Do Not Restock) here if you still want to write off the products later. If you select Einlagern (Restock), the products will be restocked in their default bin location in the selected warehouse.

The return will then also be created in the Shopware Admin under Bestellung → Retoure (Order → Return). There, you can also create the credit note and restock the returned products, if this hasn't already been done, and write them off in this context, if needed.

All sales made at the register can also be reversed directly there.

In the app menu at the top left, you'll find the Verkaufshistorie (Sales History) with all past sales. Select the desired sale, click Rückgabe (Return), and select the products to be returned. You'll then be taken to the cart in return mode, with the specified items already in the cart and the relevant customer account selected. Alternatively, you can scan the corresponding barcode.

Use the Rückgabe (Return) button to select the payment method for the refund and process the return of the money. You then have the option to restock the goods, booking them directly into a warehouse of your choice. If restocking isn't possible, for example because the product is damaged, disable the option. Click Speichern (Save) to continue.

In the next step, the cancellation receipt is printed. Just as with a sale, you also have the option to print this in DIN A4 format as a cancellation invoice or send it to the customer by email. Click Fertig (Done) to complete the process.

Once the refund has been processed, the return is created in your Shopware Admin under Bestellungen → Retouren (Orders → Returns), and stock is increased again upon restocking. In addition, a corresponding entry with a negative amount is created in the register report.