Overview
This FAQ and troubleshooting guide covers the most common questions related to Mobile Returns in the ToolWatch Mobile App, including permissions, return status, app version issues, offline behavior, and what happens after a return is submitted.
If you need step-by-step instructions for creating or managing Mobile Returns, see the other Mobile Return articles in this series.
General Questions About Mobile Returns
What are Mobile Returns?
Mobile Returns allow field users to request the pickup or return of tools and equipment directly from the ToolWatch Mobile App. Once submitted, the return appears in ToolWatch Cloud for the warehouse team to process.
Which ToolWatch plans include Mobile Returns?
Mobile Returns are available for all ToolWatch tiers — Essentials, Pro, and Enterprise. If you have the correct Requisition & Return permissions, you will automatically see the Return option in the Mobile App.
Do I need a separate app to use Mobile Returns?
No. Mobile Returns are included in the latest version of the ToolWatch Mobile App. You do not need to install a separate app.
Permissions and App Access
Why don’t I see the “Return” option in the app menu?
Mobile Returns require the correct permission settings. If the Return option does not appear:
Ensure you have the latest version of the ToolWatch Mobile App installed.
Contact your company’s ToolWatch Administrator to confirm you have Requisition & Return permissions under Inventory Movement.
Can all users create Mobile Returns?
Only users with the appropriate permissions can create Mobile Returns. Your administrator can enable or adjust these permissions in ToolWatch Cloud.
Creating and Submitting Returns
How do I create a Mobile Return?
How do I create a Mobile Return?
Creating a return involves selecting your Return To and Return From locations, optionally choosing a pickup date, adding items, and submitting the return.
See the article “How to Create a Mobile Return in the ToolWatch Mobile App” for the full step-by-step workflow.
Can I edit a return after submitting it?
No. Once a return is submitted, it becomes read-only and cannot be changed. You can only edit returns while they are saved as drafts.
What happens after I submit a return?
Submitted returns immediately appear in ToolWatch Cloud as a Pick Ticket, where warehouse teams review the request, receive items, and mark them as returned.
Draft Returns
Can I save a Mobile Return as a draft?
Yes. You can save a return as a draft at any time after adding at least one item.
How do I edit a draft return?
Open Return → Draft, select the draft, make your changes, and either save the draft again or submit it.
How do I delete a draft return?
From the Draft tab, tap the draft, select Delete Draft, and confirm deletion.
See “How to Save, Edit, and Manage Draft Mobile Returns in the ToolWatch Mobile App” for detailed steps.
Can I delete a submitted return?
No. Submitted returns cannot be deleted or edited.
Return Status and Tracking
Where can I view my submitted returns?
Go to Return → Submitted in the Mobile App. Each return shows:
Return To and Return From locations
Items included
Transferred vs. remaining quantities
Current status (Submitted, In Progress, Completed)
Why doesn’t my submitted return show as completed?
The return is marked Complete only after the warehouse team receives and processes all items in ToolWatch Cloud.
How will I know if the warehouse has processed my return?
The return’s status updates in the Submitted tab as the warehouse receives items.
Troubleshooting
The Mobile App isn’t showing Mobile Returns. What should I do?
Try the following:
Confirm you are using the latest version of the ToolWatch Mobile App.
Close and reopen the app.
Confirm with your administrator that you have Requisition & Return permissions.
Will Mobile Returns work without an internet connection?
No. Mobile Returns require a live connection because they sync directly with ToolWatch Cloud. Returns cannot be created or submitted offline.
Items aren’t scanning correctly. What should I check?
Ensure camera permissions are enabled for the ToolWatch Mobile App.
Check that the barcode is not damaged.
Try manually entering the tool or barcode number if scanning fails.
The return will not submit. What should I do?
Common causes include:
Missing Return To or Return From locations
No items added
Poor or lost internet connection
Resolve any missing fields and try again once you have a stable connection.
Related Articles
How to Create a Mobile Return in the ToolWatch Mobile App – Full workflow with steps and screenshots.
How to Save, Edit, and Manage Draft Mobile Returns in the ToolWatch Mobile App – Managing returns before submission.
When to Use Transfers vs Returns in ToolWatch – Understand the functional differences and when to use each.
Need Help?
If you need help with Mobile Returns:
Contact your company’s ToolWatch Administrator to verify your permissions and configuration.
If additional assistance is needed, reach out to the ToolWatch Support Team through your organization’s standard support channel.