One mixed shelf can sell a faulty item twice. Keep every return out of saleable stock until someone checks it, records its condition and approves what happens next.
When an order is ready to go, start on the Send page to see the delivery options and prices that apply to your parcel.
What is this returned-item checklist for?
It gives your team one repeatable handover: receive the return, identify it, inspect it, choose a disposition and update the stock record. A shared standard helps different staff make consistent decisions—and keeps uninspected items from being picked by mistake.
What should you check when a customer return arrives?
1. Record the return at intake
- Record the return or order reference, item name or SKU, date received and the person who received it.
- Note the customer’s reported reason for the return.
- Check that the item matches the expected product; record its serial, batch or lot details if available.
- Move it to a clearly marked, separate hold area or set its inventory status to non-saleable.
2. Photograph and inspect before repair
- Photograph the item and packaging before handling or repair.
- Take close-ups of visible damage, wear, labels and any parts that are missing.
- Compare the contents with the product’s expected parts or accessories list.
- Write down specific findings, such as “charger missing,” rather than only marking the item “incomplete.”
3. Choose a clear status: resale, repair or quarantine
- Resale-ready: the item meets your written condition standard and is complete for sale.
- Repair or rework: the item needs an identified fix before it can be assessed for sale again.
- Quarantine for review: the condition, identity or safety needs further assessment. Keep it out of pickable stock until an authorised person approves its release.
4. Update the record only after approval
Keep the decision, reason and photos with the return record. Make it clear who inspected the item, who can approve an exception or release it from quarantine, and who updates inventory. Add the sign-off and next action so no return is left in limbo.
Easy-to-miss returned-item checks
- Do not place an item back in saleable stock just because its packaging looks intact.
- Record missing components against the expected parts list, not from memory later.
- Keep the physical item and its inventory status aligned, so a held return cannot be picked accidentally.
- Use the same written grading standard across the team, and keep the evidence with the decision.
Ready to keep orders moving?
Once stock is approved and your customer’s order is ready, choose the applicable delivery option on the Send page. Moveka is Kenya’s largest courier and one of Kenya’s most deeply connected courier networks.
