> For the complete documentation index, see [llms.txt](https://parcelwill-returns.gitbook.io/help-center/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://parcelwill-returns.gitbook.io/help-center/management/track-and-manage-return-shipments.md). # Track and manage return shipments The right side of every return request detail page gives you a snapshot of the return details, customer information, and shipment status. This page explains what you can do from there. ## Tracking return shipments The **Return shipment** field in the **Return details** card shows the current shipping status for the return.

Shipment status	What it means
No label yet	No return label has been created yet.
No return needed	The customer does not need to return the item.
Tracking unavailable	Tracking is not available for this shipment. You can integrate ParcelWILL Tracking to track shipments with unavailable tracking status.
Pending	The label has been created but the item hasn't been scanned by the carrier
Info received	The carrier has received shipping information
In transit / Out for delivery / Ready for Pickup /	The item is on its way back to you
Delivered	The item has arrived at your warehouse
Failed Attempt	The carrier attempted delivery, but the item was not delivered successfully.
Expired	The return label or tracking information has expired.
Exception	An unexpected shipping issue occurred. Check the carrier tracking details for more information.

When a tracking number is available, it appears as a clickable link — click it to open the carrier's tracking page.

### Managing shipping labels When a merchant-provided label is attached to the request, you can: * **View label** — opens the shipping label as a PDF in a new tab * **Update label** — replaces the current label with a new one If no label has been generated yet, click **Select return shipping method** in the Return shipment field to set one up.

### Marking items as received and restocking Once the returned item arrives at your warehouse, you can record it in ParcelWILL. These actions are optional and independent from the refund or exchange process — you can process a refund without marking the item as received first. * **Mark as received** — available from **More actions** on any approved request. Records that the item has arrived. * **Restock** — available after marking as received. Records that the item has been added back to your inventory. ## Managing customer details The **Customer** card shows the customer's name, contact information, and shipping address. Click the edit icon to update any of these fields if needed. Click the copy icon next to an email address or phone number to copy it to your clipboard. Click the customer's name to open their profile in Shopify.

### Adding and managing tags Use the **Tags** card to label return requests for easier filtering and reporting. Click the input field to add a new tag or search for an existing one. Tags you add here are reflected in the **Tag** column in the **Manage returns** list.

{% hint style="info" %} You can filter your returns list by tag using the **More filters** panel. This makes it easy to group requests — for example, tagging high-value returns as "VIP" and filtering for them later. {% endhint %} ### Using the timeline The Timeline at the bottom of the left column records every action taken on the return request, and lets you leave internal notes for your team. **To add a note:** Type in the comment box and click **Post**. Notes are only visible to you and your staff — customers never see them.

The timeline automatically records system events, including: * When the return request was submitted * When the request was approved or rejected * When a refund was processed or an exchange order was created * When notification emails were sent to the customer * When the shipping method was changed * When the item was marked as received or restocked * ... ### Need help? 🌻 If you have any questions, feel free to reach out to [our support team](mailto:returns@parcelpanel.ltd). --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://parcelwill-returns.gitbook.io/help-center/management/track-and-manage-return-shipments.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.