> For the complete documentation index, see [llms.txt](https://developer.esw.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://developer.esw.com/returns-api/grp-returns-api/core-concepts/return-order.md).

# Return Order

A return order moves through a defined set of statuses from creation to final resolution. 

<table data-view="cards"><thead><tr><th>Status</th><th>What it means</th></tr></thead><tbody><tr><td><code>Created</code></td><td>Return order is created by the shopper or API consumer. Label generation may be triggered.</td></tr><tr><td><code>Received</code></td><td>The return parcel has been received at the return admin centre (RAC).</td></tr><tr><td><code>OnHold</code></td><td>Return is placed on hold for inspection or awaiting additional information.</td></tr><tr><td><code>Released</code></td><td>Return has been released from hold and is being processed.</td></tr><tr><td><code>Processed</code></td><td>All items in the return have been inspected and accepted or rejected.</td></tr><tr><td><code>SentToRetailer</code></td><td>The return or return data has been forwarded to the retailer for refund processing.</td></tr></tbody></table>

### Return Lifecycle

Every return order moves through a defined set of statuses. Understanding the state machine helps you build reliable polling logic and handle edge cases correctly.

### Return order status flow

<div data-with-frame="true"><figure><img src="/files/OdXSGF5euG9IhcZHkkVm" alt=""><figcaption></figcaption></figure></div>

{% hint style="info" icon="play-pause" %}

#### **On-hold**&#x20;

When a warehouse team places a return `OnHold`, it must be explicitly `Released` via a `PUT` update before it can move to `Processed`. Customer service platforms should expose a release action for on-hold returns.
{% endhint %}

### Return item statuses

| Status                | Meaning                                                  |
| --------------------- | -------------------------------------------------------- |
| `InProgress`          | Item is in transit or awaiting warehouse assessment      |
| `Accepted`            | Item received and accepted; refund eligible              |
| `Rejected`            | Item rejected at warehouse — will be returned to shopper |
| `RejectedNotReturned` | Item rejected and disposed of or retained                |
| `Cancelled`           | Return item cancelled before processing                  |

Additional statuses include `AddedToManifest`, `ReceivedByRetailer`, `RemovedFromManifest`, `Cancelled`, and `Refunded`.


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