Who is this for?
StoreHub merchants who need to send faulty or incorrect stock back to suppliers and want to record the return in BackOffice, so inventory is updated and audit trails stay accurate.
Overview
This article explains how to create a stock return, add items (including by CSV or for serialized products), save or send the return to the supplier, and mark it as shipped, so inventory is deducted. It also covers how to allow or block returns when stock is zero or negative.
Products must be assigned to a supplier before you can return them; see this article for product and supplier setup.
Before You Begin
Access to BackOffice.
Products you want to return must be assigned to a supplier on the product page. Otherwise, they cannot be added to a stock return.
A stable internet connection.
Step-by-Step Guide
Create a stock return
1. In your BackOffice, go to 'Stock Management', then select 'Stock Return'.
2. Tap '+ New Stock Return'.
3. Select the 'Supplier', the 'Store to Return From', then tap 'Create'.
4. Tap 'Add Item' to select the products to return and enter the quantity for each.
5. Import items from CSV (Optional):
a. Tap 'Import Items by CSV'.
b. In the pop-up, tap the CSV Template link to download the template.
c. Fill in the product details for the stock return in the CSV. Do not change the first row (header row) or the import may fail.
d. Save the file as .csv, then in BackOffice tap 'Select File' and upload it.
e. Tap 'Import' to transfer the data to the stock return.
Note:
For serialized products: select the serialized product you want to return. A pop-up appears to choose the serial numbers to return. Tap 'Confirm' when done.
6. Tap 'Save', 'Save and Send', or 'Save and Mark Shipped'.
Notes:
'Save' stores the return but does not deduct inventory.
'Save and Send' saves and emails the return to the supplier but does not deduct inventory.
'Save and Mark Shipped' saves the return and deducts inventory from the source store.
Use 'Save and Mark Shipped' only when the stock has actually left your store.
Edit a stock return
You can change items or quantities on a stock return that has not yet been marked as shipped.
1. In your BackOffice, go to 'Stock Management', then select 'Stock Return'.
2. Open the stock return you want to edit.
3. Add or remove items, or change the quantity to return.
4. Tap 'Save', 'Save and Send', or 'Save and Mark Shipped' as needed.
Note:
Once a return is marked as shipped, inventory is already deducted. You may not be able to edit it after that; check BackOffice or contact support if you need to correct a shipped return.
Cancel or delete a stock return
You can cancel or delete a stock return that has not been marked as shipped (so no inventory has been deducted yet).
1. In your BackOffice, go to 'Stock Management', then select 'Stock Return'.
2. Open the stock return you want to edit.
3. Click on the 'Actions' button, and select 'Cancel S.R.' or 'Delete S. R.'.
4. Confirm the action you choose to proceed by clicking 'Yes' on the confirmation pop-up.
Allow or block returns when stock is zero or negative
You can control whether staff can create stock returns for items that have zero or negative quantity.
1. In your BackOffice, go to 'Settings'.
2. Open the General tab and scroll to 'Allow Outgoing Stock Transfer/Return when Quantity is 0 or less'.
3. Select 'No' or 'Yes' from the dropdown, then tap 'Save'.
Notes:
If you select 'Yes', stock returns are allowed even when quantity is 0 or less, but stock level may show a negative value.
If you select 'No', items that are out of stock appear greyed out on the Stock Return page and cannot be selected for return.
Troubleshooting
Issue | Solution |
I cannot add a product to the stock return. | The product must be assigned to a supplier. Go to Products, open the product, and set the supplier in the product details. See *How to Set Up and Track Product Inventory*. |
The product is greyed out on the Stock Return page. | Out-of-stock items are greyed out when 'Allow Outgoing Stock Transfer/Return when Quantity is 0 or less' is set to 'No'. To allow returns with zero or negative stock, go to Settings > General and set this option to 'Yes'. |
CSV import fails. | Do not change the first row (header row) of the CSV template. Save the file as .csv and ensure product details match your BackOffice products. |
When is my inventory deducted? | Inventory is deducted only when you tap 'Save and Mark Shipped'. 'Save' and 'Save and Send' do not deduct inventory. |
FAQs
1. What is the difference between Save, Save and Send, and Save and Mark Shipped?
'Save' only stores the return in BackOffice.
'Save and Send' saves it and emails it to the supplier. Neither deducts inventory.
'Save and Mark Shipped' saves the return and deducts the returned quantity from the source store. Use 'Save and Mark Shipped' when the goods have actually left your store.
2. Can I return a product that has no stock or negative stock?
Only if you allow it in Settings. Go to Settings > General and find 'Allow Outgoing Stock Transfer/Return when Quantity is 0 or less'. If set to 'Yes', you can create returns for those items but stock may show as negative. If set to 'No', out-of-stock items are greyed out and cannot be selected.
3. Do I need to have a purchase order to create a stock return?
Products must be assigned to a supplier, but you do not need to link the return to a specific purchase order. You create a stock return, choose the supplier and store, then add the items and quantities to return.
Need help?
Contact StoreHub Support via live chat in your StoreHub app or email [email protected].
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