Roles: Administrator & Employee | Interface: Web & Mobile
Please Note: This feature is only available to selected customers in Germany and Italy.
If you cannot add a tool to a return shipment in the Return & Renewal flow, follow these steps:
Check Tool Eligibility
- Only tools marked as return-relevant (Active (up for Exchange), To Be Returned, To Be Returned (FM Extension), In Special Extension, Awaiting new product) can be added.
- Ensure the tool appears in the Fleet Asset List or the returnable fleet assets list in ON!Track (web or mobile).
- If the tool is not in that list, it may not be part of the current return period.
Use Search and Filters
- Search by tool name, serial number, or scancode.
- Apply filters for organizational reference, cost center or fleet inventory number.
Make sure you are in an open shipment
You can only add tools to shipments that are still open.
Go to the Return Shipments section (web) or the Shipments tab (mobile).
Check the shipment status:
You can only add tools to shipments with status “Open”.
If the shipment is Processing, Submitted, you cannot add more tools to it.
If needed, create a new return shipment:
Click “Add return shipment” on web or mobile.
Then try to add the tool again.
Manual Entry (Mobile)
Sometimes the problem is how the tool is identified, not the tool itself.
On mobile:
Use camera scan or NFC scan via “Identify Asset”.
If you get a red indicator screen, the tool is not valid for the current shipment. Do not pack it in this shipment.
If scanning does not work, try:
Typing the serial number or scan code in the search bar.
Using filters to find the tool, then manually set it to Packed.
On web:
Find the tool in the Fleet Asset List using the search bar or filters.
Use the Packed radio button to mark it as packed.
If you still cannot find the tool, it is most likely not eligible for return in this flow.
Check Shipment Limits
Each shipment can contain a maximum of 50 tools.
Open the shipment and count how many tools are already packed.
If the shipment already contains 50 tools, you will not be able to add another tool.
In this case:
Create a new shipment and add the remaining tools there.
Multiple Users
Multiple users can work on the same return order at the same time.
If a colleague has already added or packed the tool in another open shipment, you might not be able to add it again.
Check the asset list in the return flow on Web to see whether the asset is already assigned as packed to another shipment.
Technical Issues or Missing Tool
- If the tool is eligible but still cannot be added, there may be a technical or data sync issue.
- Use the Help section in the app to access Zendesk articles or contact Hilti support.
Contact Support
Contact Hilti support or customer service if:
The tool should be returnable (according to your contract), but you cannot see it in the returnable asset list.
You have more than 50 tools to return and are not sure how to split them into shipments.
The system shows an error message every time you try to add a valid tool.
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