Returns & Inspection
The screen for receiving units that need to physically come back before a claim resolution completes.
Returns & Inspection is a dedicated screen — a top-level Returns sidebar item — for receiving units that need to physically come back before a claim resolution completes.
Each return provides full context:
Whether a return is required is a per-resolution decision the merchant's team makes when approving a claim. Lower-value items are commonly resolved without a return; higher-value items are more often required to come back.
The desk supports finding a claim by scanning or searching a serial number or an order.
The team records what arrived and in what condition once a unit is received. That record becomes part of the claim's permanent record.
After receipt, the defect gets assessed: what failed, where, the usage context, and severity. The platform pre-fills a suggestion from the claim's photos and description, and the team confirms or corrects it.
The Returns & Inspection desk is reachable by any admin user today — there's no separate restricted role for it yet.
See also: Claims for how a resolution decision determines whether a return is required.