Return Merchandise Authorization
With the Return Merchandise Authorization (RMA) functionality of MRPeasy, you can manage your customer returns, refunds, repairs and maintenance processes.
The customer might want a refund or a replacement; the product might need repair or maintenance; plus, the customer might even be invoiced in certain situations, for example, if the return is rejected.
- How to open and track RMAs.
- How do process a product return and refund?
- How to replace, repair or maintenance products and ship them back to the customer.
User Manual: Return Merchandise Authorization
With MRPeasy Enterprise plan, you can enable return merchandise authorization support to manage your customer returns, repairs and maintenance processes.
The customer might want a refund or a replacement; the product might need repairs or maintenance; plus, the customer might even be invoiced in certain situations, for example, if the return is rejected.
With RMA functionality, each customer return is assigned a unique RMA number, which is tracked until resolved.
How to process a return and a refund
The RMA orders are located in the CRM section at the “customer returns” tab. Here, you see a total overview of all your returns and their statuses.
To start a new RMA, click “plus.”
Let’s choose the customer, who is returning the products.
We know we are going to provide a refund once we receive the products so we will choose the type “receipt and credit.”
Let’s select the product that is going to be returned and the quantity.
The additional options allow us to mark the products received right away, attach files and add references and free text notes.
Let’s save it.
When in status “new,” the product has not been received yet.
When we receive the items, we must check the “received” box.
We can now issue a credit-invoice to the customer from the “invoices” section of the RMA.
Depending on your organizational procedures, you can mark its status as “delivered” right away, or after payment, to indicate that this RMA order has been closed.
If the product that was received must become available in stock, so that it can be sold again, then you must open the target lot, and change its status to “received”.
How to process a product return, repair, or maintenance
Now, one of the most complicated situations is when we need to first receive the product, then inspect it, and only then decide on the RMA type. We will decide to repair it, after which we need to plan the repairs, perform them and ship the repaired product back to the customer.
Let’s choose the customer, the product and the quantity. We will not be choosing the RMA type yet, but later, after inspection.
After saving, we see that the status is “new”.
Once we have received the products, we check the “received” box and “save.”
The status has now been changed to “waiting for inspection.”
There are two ways to record the results of the inspection, depending on how tasks are divided in your company.
- The first option is to select the RMA type from the RMA order itself; or
- The second option is to open the “inspection” tab in the “procurement” section, which lists all received stock that is currently on hold and must be inspected. If you open the relevant lot, you have the option to decide on the RMA type and you can add additional notes.
In the RMA order, we see the status has changed to “waiting for action,” and since we decided to repair the product, we have a new button available – “create service order,” which is the action the software is waiting for us to take.
Let’s click on the “create service order” button. Now we can choose which materials are necessary for the repairs if we know them up-front.
Here, we can select on which workstations we need to perform the repair operations, how long it will take and which worker should perform them.
When we “save,” the software will automatically schedule the service order into your production schedule, according to availability.
The status has now changed to “in progress,” which means that we must wait for the repairs to be finished.
When we open the service order, we can see that this is actually a manufacturing order like any other, which consumes materials, has scheduled operations and the workers can report actions in real-time.
Reporting is demonstrated in detail in our video about manufacturing execution and shop-floor control. For now, let’s just take a shortcut and mark this service order as “completed.”
Going back, we see that the status of the RMA order is now “ready for shipment,” which is an indicator for us to plan the shipment.
To plan it, let’s click on “plus” in the shipments section, set the delivery date, check the delivery address, enter any notes and “save.”
Currently, this is a planned shipment. The screen is a digital pick list, which the stock workers can see and use for picking. Here, you can also print the waybills and picking list.
To report picking, let’s click “pick all items.” The goods have now left stock.
Going back to the RMA order, the status has been changed to “shipped and invoiced.”
To close this RMA order, we can manually choose the status “delivered” to indicate that it has been finalized.
How to enable the return merchandise authorization functionality
This function can be enabled at section “settings – system settings – enterprise functions.”
In this video, we demonstrated how to handle the returns process with MRPeasy.
To learn more about MRPeasy, please see our other videos.
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Keywords: Return Merchandise Authorization, RMA, customer returns, processing returns, repair, replacement, refund