When an FBS or MARKET returned product is physically handed back to you, Fawran creates a case on the Seller Returns page. Each case is a small state machine with one pending decision: put the item back on sale, write it off as damaged, or reject the returned goods. The restock action is transaction-guarded, so you can never double-count the same return.
What this page covers
Only returns physically received by you — fulfillment types FBS and MARKET. Goods sitting in a Fawran warehouse (FBF/MARKET) live in the Warehouse Returns workspace instead. The page subtitle says it directly: “Manage returned products received directly from buyers (FBS / Market)”.
Where to find it
The page lives at Inventory → Seller Returns (URL path /inventory/seller-returns). It currently has no sidebar menu entry — you reach it through deep links from Inventory Cases or by opening the URL directly from your store’s inventory section.
Reading the list
Four summary cards (Pending / Restocked / Damaged / Rejected) sit above five tabs with live counts. Each row shows: product, order ID, fulfillment type, quantity, the product condition reported with the return, received date, and the case status. Search covers order ID, SKU and product name.
Statuses and conditions
Case status (SellerDispositionStatus) — the state machine:
| Code | Shown as | Meaning |
|---|---|---|
RECEIVED_BY_SELLER | Pending | You have the goods; your decision is awaited |
RESTOCKED | Restocked | Quantity added back to sellable inventory — terminal |
DAMAGED | Damaged | Written off as damaged, no inventory change — terminal |
REJECTED | Rejected | Returned goods declined, no inventory change — terminal |
Product condition — recorded with the return itself:
| Code | Shown as |
|---|---|
GOOD | Good |
DAMAGED | Damaged |
INCOMPLETE | Incomplete |
NOT_AS_DESCRIBED | Not as described |
RECEIVED_BY_SELLER→RESTOCKED / DAMAGED / REJECTEDThe three actions — when to use each
RESTOCKED. The transition is transaction-guarded — a case can never be restocked twice. Use it only when the item can genuinely be sold as new.All three live in the row’s Options menu and are available only while the case is Pending. Terminal cases keep their status chip and become read-only. Any deductions or compensation connected to the return are finance topics. The financial details of this step are covered in a dedicated Finance guide coming soon.
A worked example
Ahmad Home Goods receives an FBS return: a blender from order ORD-284551, condition reported as DAMAGED. The courier hands it over, and the case appears as Pending. Ahmad unboxes it and finds the jar dented and the base scratched — not sellable as new. He opens Options → Mark as damaged, writes “dented jar, scratched base — photos taken” in the note, and confirms. The case flips to Damaged, inventory stays untouched, and Ahmad files a customer return claim with his photos attached via a support ticket.
Troubleshooting
A case sits in Pending on Seller Returns, but no physical product was handed to you.
- The return shipment is still in transit (check the return’s shipping status on the Returns workspace).
- The delivery was made to a different address or person at your store.
- Open the return in the Returns workspace and check its stage and shipping state.
- Do NOT restock or mark the case — leave it Pending until goods are actually in hand.
- If the shipment shows Delivered but you have nothing, open a support ticket (Returns & Refunds) immediately.
Include the order ID, the return code, and the delivery date shown in the app.
The box contains a different product than the one sold (or an empty or swapped package).
- Customer returned the wrong item by mistake.
- A fraudulent return.
- Photograph everything immediately — the package, the label, the contents.
- Choose Reject return on the case (with a note) so nothing enters your inventory.
- File a Customer Return Claim with type
WRONG_PRODUCT_RETURNED. - Attach your photos via a support ticket (Returns & Refunds) — ticket attachments persist.
Include the order ID, return code, and your photo evidence in the ticket.
Restocking on autopilot. The condition chip on the row (“Good”, “Damaged”…) is the customer’s claim, not your inspection — always check the physical item before clicking Restock.