Return request intake

When an offboarding or device swap triggers a return, the agent reads the employee record, the assigned devices, and the request details in Remote Retrieval. It applies your return rules, opens a retrieval case, and updates the record with the items expected back and a due date. Standard single device returns are created and assigned without review. Multiple missing devices, a departure marked urgent, or an address that fails validation are held and routed to an IT asset owner, who confirms the details and decides how to reach the former employee before a kit ships.

Shipment status updates

As a return moves, the agent reads tracking and carrier events tied to the Remote Retrieval case. It matches each update to your rules, writes the current status to the case, and notifies the coordinator when a device is picked up, in transit, or delivered back. Returns progressing normally update on their own. A shipment stalled past your expected window, a package marked lost, or a device that arrives damaged is flagged and escalated to a logistics owner, who opens a carrier claim or arranges a replacement return rather than letting the case sit.

Asset recovery confirmation

When a returned device arrives, the agent reads the received report and compares it to what the Remote Retrieval case expected. It applies your recovery rules, updates the asset record, and closes the case when the serial number and condition match the assignment. Clean returns are confirmed and logged automatically. A wrong serial, a missing accessory, or a device that comes back outside acceptable condition is held and routed to an asset manager, who decides whether to charge the employee, reissue the request, or write the item off before the record is settled.