When the returned parcel reaches the warehouse, the return moves to Recibida (received) and goes into inspection. This step decides whether that item becomes sellable again, so it's worth knowing how we do it.
Inspection, item by item
An operator opens the parcel and checks each unit against what the customer declared. Every item ends with one of two resolutions:
Back to stock: the product is perfect and resellable. It goes back on the shelf and adds to your available units again.
Set aside: it can't be sold again. It doesn't add to your stock, and the reason is logged on the return.
When an item can't go back to stock, we note what's wrong:
Damaged: it arrived broken or spoiled.
Wrong item: it isn't what the customer said they were returning.
Incomplete: a part, accessory or packaging piece is missing.
Not resellable: it comes back used, dirty or in a state that doesn't allow a second sale.
Extra unit: something arrived that wasn't in the return.
That classification is business information, not paperwork. If your returns systematically come back “not resellable”, the problem may be in the product page, the sizing or the packaging — and that costs far more than the refund itself.
When inspection ends
The return moves to Completada (completed). On its page you see what went back to stock and what was set aside, and the actions that were waiting become available.
Refunding
The Devolver dinero (Refund) button only activates once the return is completed. Pressing it executes the refund in your own store, for the returned items, and it's logged in the return's history.
Depending on your platform
Shopify, WooCommerce and PrestaShop: the refund is genuinely issued in your store, for the amount of the returned lines.
Squarespace: their API doesn't allow refunds, so we record it in Furgox and you have to reverse the charge yourself from the Squarespace panel. We tell you so when you press the button.
Creating an exchange
If your customer asked for an exchange instead of the money, the button to generate the exchange order also activates on completion. It creates a new order with the replacement items, which leaves the warehouse like any other shipment.
FAQ
How long does inspection take?
Usually the same day the parcel reaches the warehouse. For a large return, or if something doesn't add up, it can take a bit longer.
Can I refund before the parcel arrives?
Not from Furgox, by design. If your policy is to refund upfront, do it from your store: the return still runs its course here.
An item went back to stock but I don't want to resell it
Write to us with the return reference and we'll pull it out of available stock.
What do you do with what's set aside?
It stays identified in the warehouse waiting for your call: send it back to you with your next shipment, destroy it, or keep it aside. If set-aside material piles up, we let you know.
Questions about a specific return? Message us with its RET- reference from the panel chat.