When customers return products or carriers send packages back as Returned to Sender (RTS), Jetpack’s Operations team inspects and restocks eligible items so they’re ready for future orders. The inspection and restocking process varies depending on whether your products are lot-tracked, and understanding these differences helps you set accurate return preferences in your dashboard.
Understanding Returned to Sender Orders
Orders become Returned to Sender when a carrier cannot deliver the package and routes it back to a Jetpack fulfillment center. You can identify RTS orders by reviewing the carrier tracking link in your Jetpack dashboard. When an RTS return arrives at a fulfillment center, Jetpack’s Operations team creates a return order for you. These orders appear under the Returns tab in your dashboard, marked with “Return to Sender” in the Return Type column to distinguish them from customer-initiated returns.
How Inspection and Restocking Works
After the Operations team creates the return order, they inspect products to ensure they are unopened and undamaged. The inspection process follows the steps (up to 3) you configure in your Jetpack dashboard. Products that pass inspection are restocked and become available for future orders. Products that fail inspection, or when inspection instructions are unclear or unsupported, are handled according to your configured Backup Action (Quarantine or Dispose).Actions Jetpack Does Not Perform
The Operations team follows your inspection steps, but cannot perform certain actions during returns processing:| Action Not Supported | Details |
|---|---|
| Plugging in or testing electronic devices | Electronic functionality testing is not available |
| Disassembling products | Operations cannot unscrew components, remove batteries, or disassemble items |
| Re-kitting products within the return | Products returned un-kitted cannot be re-assembled or stored with kitted products |
| Serial scanning of products | Serial number scanning and tracking is not performed during returns |
| Logging data in third-party documents | Data cannot be recorded in spreadsheets or external software |
| Sorting returned products by lot numbers or expiration dates | Lot-based sorting is not supported during returns processing |
| Taking photos of returned products | Standard product photography is not included (lot information photos are an exception for lot products) |
If a kitted product is likely to be returned un-kitted, consider using the Dispose or Quarantine option. For example, if Products A and B are bundled together but customers do not return them in the original packaging, they are considered de-kitted. Jetpack cannot re-kit or store them with kitted products.
Product-Specific Restocking Processes
The restocking process differs based on whether your products are lot-tracked. Jetpack handles these two product types with different procedures to ensure inventory accuracy.- Non-Lot Products
- Lot Products
Restocking Standard Products
For non-lot products, the default return actions are configured as Restock with a Backup Action of Dispose.During inspection, the Operations team verifies that products are unopened and undamaged according to your configured inspection steps. Products meeting these criteria are restocked and added back to available inventory.| Inspection Result | What Happens |
|---|---|
| Passes inspection | Product is restocked and available for future orders |
| Fails inspection | Backup Action is applied (typically Dispose) |
| Unclear instructions | Backup Action is applied to avoid processing delays |
Let’s Dive Deeper
Our Approach to Returns
Back to the Returns Management overview
Setting Returns Preferences
Configure return actions and backup options
Creating a Return Order
Submit new return orders and provide RMA information
Tracking Return Orders
Monitor return processing and completion
Creating + Managing Lot Products
Special handling for lot-tracked inventory
Inventory Status Page
View real-time inventory levels after restocking
Questions? Contact Jetpack Care.
If you have any questions about configuring return preferences or managing lot-tracked inventory, you can always contact Jetpack Care for help. Our team is always here to assist via Slack, phone, or email!