Every FBS return moves through 12 stages, and there is exactly one action per stage: a stage-advancement dialog that shows the current status, the next stage, and a single confirm button. You never pick a status from a list — you advance the return one step at a time, and some stages let you attach a note. This guide is your map for the whole journey.
Make sure the return is an FBS return you manage:
- Open Returns›FBS Return Requests.
- The item shows fulfillment type FBS and no “Read Only” chip.
- You can see the Product return stages stepper on the detail page.
The 12 stages
REQUESTEDUNDER_REVIEWAPPROVEDCOURIER_ASSIGNEDCOURIER_ON_THE_WAYITEMS_COLLECTEDSHIPPING_IN_PROGRESSARRIVED_WAREHOUSEQUALITY_CHECKINSPECTION_COMPLETEDACCEPTEDREFUND_COMPLETEDHow you advance a stage
The advancement action appears in two places: the row actions menu (⋮) in the FBS Return Requests table shows it at every active stage, and the return’s detail page shows it inside the Product return stages card from stage 4 onward (in stages 1–3 the detail card shows Cancel return and Open dispute instead — the advance still lives in the table menu). Clicking it opens a confirmation dialog showing the current status chip, the next stage chip, the order number and the customer, plus a notes field at certain stages.
Stage-by-stage: the action at each step
| Stage | Status | Action button | Notes field? |
|---|---|---|---|
| 1 → 2 | REQUESTED | Start review | — |
| 2 → 3 | UNDER_REVIEW | Approve | Yes — note to buyer |
| 3 → 4 | APPROVED | Assign courier | — |
| 4 → 5 | COURIER_ASSIGNED | Courier on the way | — |
| 5 → 6 | COURIER_ON_THE_WAY | Confirm collection | — |
| 6 → 7 | ITEMS_COLLECTED | Start shipping | — |
| 7 → 8 | SHIPPING_IN_PROGRESS | Confirm arrival | — |
| 8 → 9 | ARRIVED_WAREHOUSE | Start inspection | — |
| 9 → 10 | QUALITY_CHECK | Complete inspection | Yes — inspection notes |
| 10 → 11 | INSPECTION_COMPLETED | Accept return | — |
| 11 → 12 | ACCEPTED | Confirm refund | Yes — refund note |
Stage 11 is final. The dialog warns: “After confirmation, the amount will be refunded automatically to the customer’s wallet.” Make sure your inspection is complete before you confirm — this action cannot be undone.
Deadlines (SLA) — don’t let a stage expire
Each stage has a countdown chip — Remaining: {time} — that turns amber, then red, then Deadline exceeded.
| Stage | Time allowed |
|---|---|
| Initial response (stage 1) | 48 hours |
| Under review (stage 2) | 48 hours |
| Shipping in progress (stage 7) | 48 hours |
| Every other stage | 24 hours |
When items go overdue, the workspace shows a warning banner: “You are fully responsible for any delay in handling return requests. If the allowed time is exceeded, the platform may take appropriate action on your behalf.”
What happens at refund
Confirming stage 11 moves the item to REFUND_COMPLETED and the refund to the customer is triggered automatically — you do not process the money yourself. The financial details of this step are covered in a dedicated Finance guide coming soon. The return then appears under Returns History.
After the refund: the physical item
The goods themselves still need a decision. FBS returns come back to you — record the outcome on the Seller Returns page (restock / damaged / reject).
A customer returns an electric kettle from order ORD-284551 claiming it rattles. You click Start review, inspect the photos, then Approve with a note. You Assign courier, confirm Courier on the way and Confirm collection, then walk it through shipping and arrival. At Quality check you find a loose base plate, click Complete inspection with a note, Accept return, and finally Confirm refund. The item later appears in Seller Returns, where you mark it damaged.
Treating the whole request as one item. If an order had three products and only one is being returned, advance only that item — the others keep their own status and deadline.