Within the Returns tab of the "Orders and Returns" section, you can easily monitor the progress of specific items returning to a Firstbase or partner warehouse, from when a return order is submitted to any further steps in the return lifecycle by item. These statuses display one-off returns, replacements, upgrades as well as offboardings. There are three types of statuses per return order:
- Return order statuses
- Return kit statuses
- Return order item statuses
Return Order Statuses
These appear in the main Returns table, and reflect the overall state of the return.
| Status | Description |
|---|---|
| Submitted | Initial status for offboarding return orders, and for one-off return orders or replacements where the employee has been asked to confirm their address but hasn’t yet. |
| Confirmed | Initial status for one-off return orders and replacements |
| Processing | When a shipping label is being prepared by the warehouse team for a given return order |
| Completed | When all items within a return order are marked as "Returned" |
| Not Completed | When all items within a return order are marked as "Not Returned" |
| Partially Completed | When some items are marked "Returned" and the others as "Not Returned" or "Cancelled" |
| Cancelled | When all items within a return order are marked as "Cancelled" |
“Returned to Office” status is only available when enabled by Firstbase CX. Office location must be selected during manual return processing.
Return Kit Statuses
These also appear in the main Returns table, under the return status, and reflect the overall state of the return.
| Status | Description |
|---|---|
| Shipping Soon | Label has been created — kit will ship soon |
| Shipped | Kit shipped to the employee’s address |
| Delivered | Kit delivered at the employee’s address |
| Sent Back | Kit shipped back to Firstbase |
| Arrived at Processing Facility | Kit arrived at a Firstbase warehouse |
| Processed | All items were marked as Returned |
| Not Processed | All items were marked as Not Returned |
| Partially Processed | Mix of Returned, Not Returned, or Cancelled |
| Cancelled | All items in the kit were cancelled |
| Delivery Exception | Shipping issue occurred (e.g. return to sender) |
| Scheduling Pick-Up | Shown when return kits are not available in the employee’s country. The return is being manually coordinated by Firstbase’s operations team. No tracking will be available. |
The return kit status is displayed under the return status in the Returns Table as follows:
When you open the order details, you can track the return kit's progress:
Return Order Item Statuses
Return order item statuses are displayed per item within the return order modal. The possible statuses are:
| Status | Description |
|---|---|
| Pending | Initial item status upon creating a return order |
| Returned | When an item is marked as "Returned" in the warehouse |
| Not Returned | When an expected item is not returned and marked as "Not Returned" in the warehouse |
| Cancelled | • When an offboarding is cancelled that contains the item • When you request Firstbase to manually cancel an item • When a duplicate return order is created for a specific item, and it's marked as cancelled |
See who submitted the return order
Now visible for all orders.
- Go to Orders and Returns
- Use the Submitted By filter to narrow results in the return tab
- You can also open any order to view who submitted it (admin, employee, or Firstbase)
This improves visibility for audit purposes and makes support follow-ups easier.
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