Purpose
If a customer wishes to return goods, you can create a return order in tracezilla.
The purpose is to manage and document the entire process when goods are returned.
The return order ensures that inventory levels are updated correctly (provided the goods are still sellable), while preserving the history so there is full traceability showing that the goods has been transported and stored at the customer's location.
Furthermore, the return order forms the basis for issuing a credit note for the returned goods, as well as generating the necessary transport documents for the return shipment.
In addition, the return order makes it possible to automatically trigger control points via the Tasks module, ensuring documented quality control and inspection of the goods upon receipt.
By consistently creating return orders, the company can generate reports on return reasons - for example, by using order tags. This provides valuable insight into areas where improvements can be made in both production and sales processes.
Create return order
A return order is typically created based on the original sales order. This creates a link to the sales order that the return order relates to.
However, it is also possible to create a return order without linking it to a specific sales order. This is generally not recommended, unless it concerns return pallets or other return packaging originating from multiple sales orders.
You can find your sales orders by selecting Sales in the top menu and clicking Orders in the drop-down menu. You can find your sales order using the search filters on the left side.
Click on the relevant sales order in the overview.
Click the blue box with the three dots on the right in the opened lot line.
Click on Edit in the drop-down menu.
In the pop-up window, in the field Quantity, enter the number of lots you get returned. (You should not write a minus in front).
In the field Supply status, where it says Lost by default, correct to Confirmed (otherwise the item does not enter your warehouse, but is registered as having been lost).
Click Save.
Repeat if multiple batches are being returned. For the batches that are not being returned, simply leave them with 0 in Quantity.
You can create an order confirmation by selecting the Documents tab and clicking Create order confirmation. You can also create the order confirmation by clicking Return order in the Quick access to documents field.
You can now click Receive order to put the goods back into inventory.
If the customer is to be credited, click Create credit note in the top right corner. The credit note will be created based on the changes you entered in the return order.
In case service lines are on the sales order, these will also automatically be credited on the return order. You must manually correct the service line by entering 0 (zero) if you do not want the service line to be credited as well. The service line cannot be deleted and must therefore be adjusted to 0.
You can view your return orders by clicking Sales in the top menu and selecting Return in the drop-down menu.
Tip: If you need to create a return order for batches that were shipped to a customer before you started using tracezilla, you can click Sales > Return > Create return order. Once the order header is saved, you can add returned batches to the return order by clicking Create lot line.
Updated date: 2026-07-21 14:15:00