If a return request is stuck in Incoming and hasn't moved to Pending Approval, don't worry, this is usually caused by one of a few common issues. This guide walks you through what to check so you can get things moving again.
1. Check that automatic tracking is turned on
Automatic tracking is available for Plus, Premium, and Enterprise customers. If it's turned off, Returbo won't be able to detect that a package is on its way, which can leave requests sitting in Incoming.
To check this setting:
Go to Returbo app > Settings > Integrations > Shipping.
Look for the Automatic Tracking box at the top.
Make sure it's toggled on.
2. Check whether the customer has actually shipped the package
Sometimes a return stays in Incoming simply because the customer hasn't dropped off the package yet, even though they've already received a return label.
If you generated the return label through Returbo, you can view the tracking link directly on the request.
If the tracking link shows the package hasn't been left at a service point yet, that's your answer: it's still waiting on the customer.
If a lot of time has passed with no movement, you may want to archive the return.
3. Check your warehouse status if you use the Ongoing integration
If you use Ongoing to manage your warehouse, the return may be waiting on confirmation that it's arrived and been inspected.
Log in to your Ongoing account.
Open the Return list.
Check whether the order has been marked as received and reviewed by your warehouse.
If it hasn't been processed yet on the Ongoing side, that's why it's still showing as Incoming in Returbo.
Still stuck after checking all three? Reach out to the Returbo support team and we'll help you track down what's going on.