> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.gohandy.us/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# You can capture straight returns only if you have an open route

| Straight returns are carried out when a client returns a product and receives a full refund without needing to buy something else in exchange.

***To carry out straight returns, you'll need:*** 

1.- Enable the setting in Settings > Orders > Returns settings.

2.- The user must have an open route.

![](https://storage.crisp.chat/users/helpdesk/website/-/5/2/5/3/52538bbba74ab000/3e232871-e9ec-4d06-afbc-bfe137_1n3g5qt.png =845xauto)

# Mobile app 📱

* In the mobile app, go to the client's details and click on *Return*

![](https://storage.crisp.chat/users/helpdesk/website/-/4/7/6/9/4769743637cd7000/c689c849-b401-4e44-a0eb-df0223_1euiwl9.png =331xauto)

* In the Return screen, you can find the products that will be returned and select how many units:

![](https://storage.crisp.chat/users/helpdesk/website/-/7/8/d/7/78d71091fa0b8c00/4769ea12-9bc9-43d3-9210-667f6d_1180rec.png =321xauto)

* Here, you'll need to select the returned products and, if you've enabled that setting, specify the reason for return. Find more about this setting here: [Reasons for return](https://help.gohandy.us/en-us/article/reasons-for-return-9hgp10/)

###### If you select a reason that's categorized as SHRINKAGE, you can take a photo and add comments on the returned product.

![](https://storage.crisp.chat/users/helpdesk/website/-/4/b/5/2/4b526b7dcbd80000/f60ed62a-8aee-46c3-803e-24bfe2_t70m5q.png =327xauto)

You can see more on how different reasons for return affect inventory and reports here: [Reasons for return](https://help.gohandy.us/en-us/article/reasons-for-return-9hgp10/)

* Once the return is completed, the total amount will be subtracted from the client's balance.

This change in balance can be seen in the return's printed ticket:

![](https://storage.crisp.chat/users/helpdesk/website/-/c/e/d/7/ced7b6cd26946000/fbd512ad-1f7c-4572-9262-578c31_1iud431.png =279xauto)

# View your returns 💻

To view your returns in the web portal, you can go to Main menu > Reports and goals > Returns.

In this menu, you'll be able to filter your results and see three windows: List, Map, and Statistics.

![](https://storage.crisp.chat/users/helpdesk/website/-/3/b/d/8/3bd835a4022b88/6f0358e5-657f-470d-a9ef-cc2a83_rj2eqi.png =764xauto)

✅ In the List window, you'll see your returns and the details on each one of them, like in the previous image. You can also download them as an Excel file or a PDF.

📍 In the Map window, you'll have a geographic view of where each return was created.

![](https://storage.crisp.chat/users/helpdesk/website/-/f/1/0/4/f104434b4a657000/ddfab88b-0ae2-4215-a30c-811910_awjw7c.png =847xauto)

📊 In the Statistics window, you'll see different graphs with information on your returns and reasons for return.

For example:

![](https://storage.crisp.chat/users/helpdesk/website/-/5/7/c/b/57cbecba60da4000/screenshot-2026-01-23-at-11334_7la5x6.png =860xauto)

|| It's important to know that the Statistics window can only filter by day. Other filters set for Maps and Lists will not apply to Statistics.

# Returns per user 👩🏻‍💼👨🏻‍💼

You can see a user's returns in their route, or in the User Activity screen:

![In route details](https://storage.crisp.chat/users/helpdesk/website/-/5/7/c/b/57cbecba60da4000/screenshot-2026-01-23-at-11421_1vaf72e.png =896xauto)

![In user details](https://storage.crisp.chat/users/helpdesk/website/-/5/7/c/b/57cbecba60da4000/screenshot-2026-01-23-at-11371_yh77xx.png =416xauto)

Send us a message in the chat if you have any questions! 😎