A customer returns a glass blender from Ahmad Home Goods. The warehouse inspection photographs it, notes a cracked jug, and grades it D — damaged: unsellable. The case is now in Ahmad’s hands — with fewer live options than the buttons suggest, so let’s be precise.
Starting point
The case sits in Inventory›Customer Returns under Pending Decision: inspection INSPECTED, disposition PENDING_DISPOSITION, condition grade D — damaged. Grade D means the unit cannot go back on sale. What works today: Dispose (with a mandatory reason) — and the retrieval button also exists for D-graded units. What answers with a coming-soon toast today: Return to me and Keep stored (and Transfer to FBF).
Navigation path
Inventory›Customer Returns›Pending Decision›Case detail
Steps
- Open the case and study the inspection evidence first — notes and photos. If Ahmad disagrees with the grade, he should stop here and dispute (see the support section) before recording any decision, because decisions are final once executed.
- Ahmad agrees the jug is cracked. He clicks Dispose.
- The confirmation modal demands a reason — leaving it empty shows “Disposal reason is required.” He types “Damaged beyond repair” and clicks Confirm Disposal.
- A success toast appears: “Disposal queued for the warehouse team.” The case shows an execution badge (pending), and the warehouse physically disposes of the unit and closes the case.
- For completeness he tries Return to me on another D case: the toast answers “This action isn't enabled yet — coming soon.” — those decisions are awaiting platform activation, and units meanwhile stay stored. The financial details of this step are covered in a dedicated Finance guide coming soon.
What you should see
Decision codes behind the buttons: DISPOSE works today; RETURN_TO_ME, KEEP_STORED and TRANSFER_TO_FBF return FEATURE_DISABLED until activation. After confirming, the execution badge moves from pending to executed.
A common mistake
Disposing first, disputing later. Disposal is executed physically by the warehouse and cannot be reversed — once the blender is gone, no photo review can bring it back. If you doubt the grade at all, dispute before recording any decision. And don’t type throwaway reasons like “x” — the reason is your audit trail.
When to contact support
To dispute a damaged-return grade: open Support›New Ticket → Returns & Refunds → Returned Item Condition → Returned item was damaged. Attach your own photos of the product as it was shipped (listing photos, packing photos) plus the case ID — attach evidence to the ticket itself, because the return-dispute form’s image upload is not reliably persisted today; the ticket is the honest channel that keeps your evidence. Ask support to review the inspection photos against yours.