You are currently viewing documentation for Linnworks Desktop, if you are looking for documentation, click here.

Return, Resend and Exchange Orders


When a customer returns an item for any reason you generally need to mark it as return for stock control purposes. It also instructs the system to not to take this order item into account when producing sales statistics. The order items can only be returned when order has been processed.

Open Processed Orders screen in Order Book tab. Here you can search for processed orders and review detailed information about the post process state of the order. Post process state is additional information regarding the order, such as any additional communication, returns, resends etc.

To return an order item into stock, or to simply record the fact that it has been returned, select an order and click at the top of the screen.

Or you can right click on the order > Action > Return Order Item.

In the return order item screen you will need to specify, how many items being returned, the reason for return (for your own reference) and whether the item will be scrapped or returned to stock. 

If the item is scrapped, the system will not increase the stock levels for this item. 

If you wish to return the item to stock, you will also need to select the location where the item will be returned (see Stock Control for more information on stock locations) 

The grid at the bottom of the screen shows all returns made for this order.

Note: When orders are refunded they are not refunded on the selling channel, you will need to process the refund on the channel as well.


When you need to resend an item due to lose or damage, or simply post an additional item for the existing order you can log the order item as resend. This will create a log record and raise new order in the order book with total amount of 0.00.

Open Processed Orders screen in Order Book tab. Find and select the order you want to resend items for and click Resend Item button. Or you can right click the order Action > Resend Order Items.

Select the product you want to resend, specify the quantity and enter the reason for resending for your own data logging purpose. You can also specify the postal service that will be used for resending the item. Click Accept, when finished adding resend items click Save.

The grid at the bottom of the screen shows all resends for this order. Including information about the current state of the order rose as a result of the resend action.

This action will raise a new order in the order book with status Resend

Exchange products

Once the order is shipped the customer way wishes to return the product to you and exchange it for another. In this case you need to log this information so that the product stock level is increased (if you are returning to stock or scrap log is recorded if you are scrapping it) and new order is raised containing the new item to be sent to the customer. You can only do product exchange on processed orders (i.e. orders that have been shipped), if you need to change the item to be sent out in the open order, simply edit the order by removing and adding new order item.

To log the order exchange:

  • Find the order in Order Book > Processed Orders;
  • Select the order from the list and click "Exchange Item";
  • Fill in the information about the exchange, by specifying which product the customer is returning and which item should be sent out instead. You can also specify additional charges which and identify whether the customer paid these charges;
  • Click Add to add the product to the list of Exchanged items;
  • Only after the item appeared in the list of exchanged items click Save;

  • Once saved, the item will be returned to stock (or scrapped if you ticked scrap);
  • New order will be raised with all the customer’s data and status as RESEND

Order Relation

Where an order has been generated from another order as a result of resend or order item exchange the system will record the relationship between these order as Parent-Child. Parent being the order from which the order is generated and the child is the resulting order. To review the order relation double click on the order to bring up Order Details view and open Order Relation tab.

In above example we can derive that the order one of the items of order 100003 has been returned to stock in exchange for another item (more details info about the exchange will be available in the Return tab and Audit Trail). This has generated order 1000569. In turn this order required a resend of this item (could be because it was lost in the post or damaged), resend has generated a new order 1000571.

If you are looking at order 1000571 you will see the same order relation table, because essentially the order 1000571 is a result of the parent order 100003.