Mark a return as received
When the parcel arrives back at your store, mark the return as received. This tells Falcon the items are back and the return is ready for a refund or exchange.
Mark items as received
You can mark a return as received once it's Approved.
- Open the return.
- In the Next step panel, click Mark as received. You can also find it in More actions.
You'll see "Marked as received". The timeline records "Returned items were marked as received."
Marking as received:
- Records every item on the return as received, in the full quantity requested.
- Sets the shipping status to Delivered, except for Green return returns, which have no parcel.
- Moves the progress bar to Received, and the next step becomes Ready to resolve.
The status stays Approved. Receiving doesn't change the request status. Only the refund or exchange resolves it.
All or nothing
Mark as received covers all items on the return at once. There's no way to mark only some of the items as received.
Marking as received only works once. After that, the button no longer shows.
Resolve automatically on receipt Growth plan and up
If you have an auto-refund or auto-exchange workflow that matches the return, Falcon resolves it as soon as you mark it received. You'll see "Received and resolved by" followed by the workflow name.
If the workflow can't finish, the return stays Approved and the timeline explains what went wrong. You can then refund it yourself. See Auto-refund and auto-exchange.
Restocking
Items go back into stock when you refund or create the exchange, not when you mark them received. The Restock items box in the refund window is ticked by default. Falcon restocks at your default return address's location, or your first active Shopify location if none is set. See Refunds.
Green return returns are never restocked, since the customer keeps the items.
On the returns list, use the Received / Restocked filter to find returns that are Received or Not received.
Tracking updates
The Shipping card on the detail page shows where the parcel is. Shipping status moves forward through these stages:
| Status | Meaning |
|---|---|
| No label yet | No label or tracking yet. |
| Label ready | A label exists, but the carrier hasn't scanned the parcel. |
| In transit | The parcel is on its way to you. |
| Delivered | The parcel arrived, or you marked the return received. |
A delivered parcel never goes back to in transit.
How tracking gets added
- The customer adds it. For Ship on your own returns, the customer can enter their tracking number. You'll get an email when they do, if that staff email is switched on.
- You add it. Click Add tracking in the Shipping card or the Next step panel. Enter the Carrier, Tracking number and Tracking URL, then click Save. Adding a tracking number sets the status to In transit.
- Shippo labels update themselves. When Falcon buys a label with Shippo, the carrier's scans update the status automatically. The timeline notes "The return parcel is on its way." and "The return parcel was delivered." When you open a return whose last tracking check is more than 6 hours old, Falcon also checks for news, until the parcel is delivered or you mark it received.
When the return is synced to Shopify, Falcon adds the tracking and label to the Shopify return as well.
A printed label isn't a shipment
A Shippo label shows Label ready until the carrier scans the parcel. The return only counts as Shipped once it's In transit or Delivered. Don't assume the customer sent it just because a label exists.
Delivered from tracking doesn't mark the return as received. Check the items, then click Mark as received yourself.