Return Inspection & Restocking Guide

Purpose

This guide explains how eFulfillment Service (EFS) inspects returned products, the criteria used to determine if items can be restocked, and how restockable items are returned to your active inventory.

1. Overview of the Inspection Process

When a return arrives at EFS, it goes through a three-point inspection to determine its disposition:

1. Packaging Integrity – Is the original packaging intact and retail-ready?
2. Product Condition – Is the product unused and in sellable condition?
3. SKU Accuracy – Does the returned item match the order records?

Inspection Timeline:

• Standard processing: 2-3 business days after arrival
• Items requiring additional services: add 2-3 business days

Peak season (October-January): 3-5 business days

2. Return Classifications

After inspection, items are sorted into one of four categories:

3. Restocking Criteria

Items must meet all of the following to be restocked:

General Requirements:

• ✓ Packaging and labeling are intact
• ✓ Product shows no signs of use or tampering
• ✓ SKU barcode is scannable and matches FCP records
• ✓ All components and accessories are present
• ✓ Product is clean and in sellable condition

Product-Specific Requirements:

Apparel and Textiles:

• Original tags attached and intact
• No odors, stains, or signs of wear
• No pet hair or lint

Electronics:

• All accessories, cables, and manuals present
• Protective films intact (if applicable)
• No evidence of power-on or use

Health, Beauty, and Personal Care:

• All seals and safety wraps intact
• No evidence of opening or testing
• Expiration date at least 180 days out

Products with Expiration Dates:

• Must have at least 180 days until expiration
• Items with 90-180 days: held for your approval
• Items under 90 days: automatically placed in hurt bin

Fragile Items (Glass, Ceramics):

• Protective bubble wrap or packaging intact
• No cracks, chips, or fractures
• All protective materials present

4. Quality Sorts

A quality sort is required when returns arrive in conditions that prevent standard inspection:

When required:

• Mixed SKUs packed in same container
• Damaged shipments with unknown item conditions
• Amazon removal orders
• Bulk returns without proper documentation

Process:

1. You receive support ticket notification with estimated cost
2. Each item is inspected individually and photographed
3. Items are sorted by condition (restockable, damaged, unidentified)
4. You receive detailed report via support ticket

Typical time estimates:

• Small shipment (5-10 items): 0.5-1 hour
• Medium shipment (11-25 items): 1-2 hours
• Large shipment (26-50 items): 2-4 hours

5. Items Requiring Additional Services

Some returns need extra services before restocking:

What happens:

1. EFS notifies you via support ticket
2. Notification includes photos, service description, and estimated cost
3. You approve or decline via support ticket
4. If approved: service is completed and item is restocked
5. If declined: item is moved to hurt bin

6. The Restocking Process

Once an item passes inspection:

Step 1: Final Verification

• Item is re-counted to confirm quantity
• SKU label is scanned to verify accuracy

Step 2: Bin Assignment

• System assigns item to existing bin (if space available)
• New bin location assigned if needed
• Bin location is printed for putaway team

Step 3: Physical Putaway

• Item is placed in assigned bin location
• Bin location is scanned to confirm placement
• Inventory system is updated in real-time

Step 4: Notification Sent

• Email notification automatically sent to configured recipients
• Notification includes: SKU, quantity, new total, bin location, date

Timeline: Items appear in your available inventory within 24-48 hours after inspection approval.

7. Viewing Restocked Inventory

Method 1: Real-Time Inventory View

1. Go to Client Info → View Inventory
2. Check the “Good” column for updated quantities
3. View bin locations for each SKU

Method 2: Inventory Activity Report

1. Go to Reports → Inventory Spreadsheet
2. Set date range
3. Look for “Return Processed” or “Restocked” transaction types
4. Export to Excel for detailed analysis

Method 3: Returns Report

1. Go to View Returns → Download to CSV
2. View: Return date, SKU, quantity, resolution (restocked/damaged), restock date

Method 4: Email Notifications

Setting up notifications:

1. Go to Client Info → Manage Email
2. Add email addresses
3. Select “Inventory Notifications”
4. Save changes

Notification includes:

• SKU number and description
• Quantity added to inventory
• Date and time of restocking
• New total available quantity
• Source (return processing)

8. Unidentified Returns

When a return cannot be matched to an order:

Why this happens:

• No packing slip included
• SKU cannot be matched to records
• Wrong merchant’s product
• Customer information cannot be verified

EFS Actions:

1. Item is photographed and quarantined
2. You receive “Unidentified Return” email with photos and description
3. Investigation period: 5 business days

Your Response Needed:

• Provide order number if you can identify the return
• Confirm whether item belongs to your inventory
• Authorize disposal if item is not yours

If unidentified after 5 days: Item is moved to hurt bin and standard hurt bin procedures apply (see Return Shipments to Seller guide).

9. Inventory Discrepancies

Expected Variance

Normal shrinkage rate: 3.5% annually (industry standard)

This accounts for:

• Count variances in high-volume operations
• Minimal product loss or damage
• Standard warehouse operations

When to Report a Discrepancy

Report discrepancies when:

• Difference exceeds 5% of expected quantity
• High-value items show any discrepancy
• Pattern of discrepancies for specific SKU
• Discrepancy affects order fulfillment

Reconciliation Process

Submit a support ticket titled: “Inventory Reconciliation Request – [SKU]”

Include:

• SKU in question
• Expected quantity vs. actual quantity
• Date return was received
• Tracking number (if available)
• Supporting documentation

EFS Investigation: 3-5 business days

Possible outcomes:

• System delay confirmed (no adjustment needed)
• Count error confirmed (inventory adjusted)
• Item still in processing queue (completion expedited)
• Item in hurt bin instead of restocked (explanation provided)

10. Special Return Situations

Amazon Removal Orders

• Longer processing times (5-7 business days) expected
• Quality sort fees typically apply
• Submit detailed inventory list before placement
• Notify Client Care Account Specialist immediately

Partial Returns (Multi-Item Orders)

• Each SKU inspected independently
• Separate notifications for each classification
• Returns Report shows partial return notation

Wrong Item Returned

• Item photographed and held in quarantine (5 business days)
• You verify if item belongs to different order
• If not your product: disposed at no charge

High-Value Items (Over $250)

• Enhanced inspection with multiple photos
• Senior specialist conducts inspection
• Immediate notification sent
• May be held for your approval before restocking

Seasonal/Out-of-Season Products

• Standard inspection applies
• Notation included that item is out-of-season
• Consider requesting hurt bin placement even if restockable to avoid storage costs

11. Cost Summary

Included in Standard Fees (No Additional Cost):

• ✓ Initial three-point inspection
• ✓ Standard classification
• ✓ Putaway of restockable items
• ✓ System updates and notifications
• ✓ Standard hurt bin holding (first 30 days)

Additional Service Fees:

• + Quality Sort
• + Relabeling
• + Repackaging
• + Poly Bagging
• + Photographs

Note: Extended hurt bin storage fees and return shipping costs are covered in the Return Shipments to Seller guide.

12. Best Practices

To reduce inspection time and costs:

• ✓ Include clear packing slips with all returns
• ✓ Use pre-printed return labels with order numbers
• ✓ Provide advance notice of drop ship returns
• ✓ Ensure durable barcode labels on products
• ✓ Pack different SKUs separately

To improve restocking rates:

• ✓ Use accurate product descriptions and photos
• ✓ Provide sizing charts and measurements
• ✓ Use appropriate packaging to minimize transit damage
• ✓ Include clear return instructions on packing slips
• ✓ Set realistic customer expectations

To monitor effectively:

• ✓ Review Returns weekly
• ✓ Set up email notifications for all return types
• ✓ Run Inventory Activity Report monthly
• ✓ Respond to hurt bin notifications within 30 days
• ✓ Track return rates by SKU to identify issues

Next Steps and Additional Resources

Continue to the Return Shipments to Seller guide for information on managing damaged items, hurt bin procedures, storage fees, and requesting items be returned to your location.