This page shows unresolved return labels in the selected scan window: 30-60 days old. These are labels that have not been manually resolved and were not cleared by the delivery-status script.

The default window is 30-60 days old. The first 30 days gives the customer time to return the order naturally and gives our script time to identify delivered returns. After roughly 60 days, the customer is less likely to return the merchandise and the label may be stale or invalid.

Start with the highest product value rows first. The product value is estimated from the normalized shipment items and product costs, so treat it as a prioritization tool rather than perfect accounting.

• Before contacting the customer, open the carrier tracking link and confirm the label was not delivered or actively moving.
• If the return was already received, no customer outreach is needed. Resolve the row as appropriate.
• If the customer may have returned the order using a different label, check the return log, payment processor, customer history, and warehouse notes before reaching out.
• When reaching out, keep the tone helpful and non-accusatory. Confirm they received the label and resend it if needed.
• For higher-value orders, offer the customer the option to keep the merchandise and be recharged instead of returning it. Count that as an outbound sale if completed.
• The listed products are based on the full shipment and may not perfectly represent what the customer was expected to return. Verify before making any claim to the customer.

These are refunds that did not have a matching ShipStation order at the time of the refund. Please review and help resolve them using the dropdown options.

• Compare the 'New Order Data' (ShipStation info) with the 'Original Refund Data'
• Resolve - [1234] --- links a refund to the order
• Void - [1234] --- permanently ignores that specific refund moving forward
• If an email has multiple refunds, the same order may appear multiple times -- review and resolve each line individually
• If you resolve the last refund of a customer, all other related orders automatically get checked and cleared

These are orders that need to be created in ShipStation. They are split requests from Warehouse to get the rest of an order shipped if some out-of-stock items are preventing the shipment.

• Locate the original ShipStation order or orders shown on the card.
• Review the combined split item list and customer shipping information.
• Use Create ShipStation Order when the page can create the new order automatically.
• If automatic creation fails or the work was already handled outside this page, use manual resolution accordingly.

These are warehouse-submitted item issues where selected products need customer-service review. The item may need to be refunded, replaced with a corrected item, explained to the customer, or manually resolved after research.

• Review the selected item or items submitted by warehouse.
• Check the original order, customer history, payment processor, and refund history.
• If this is a normal funnel/store order and the selected item is unavailable, refund the selected item if it has not already been refunded.
• If this is a CS/manual order, research whether the customer needs a corrected replacement order, an explanation email, or no action.
• Resolve the request once the selected submitted item or items are fully handled.