RMA Order Details

The RMA order details page displays all information related to a customer’s return order.

It has the following sections:

1. Return items table - lists all products the customer returns.
2. Outbound items table - lists all products shipped out from this RMA order, including replacements or items returned to the customer.
3. Invoices - allows the creation of regular and credit invoices directly from the RMA order.
4. Shipments - enables the shipping of the outbound items. Displayed when the order has any outbound items listed. 

Jump to:

1. Types of RMA.
2. Receiving returned products into stock.
3. Inspecting returned products.
4. Repair and maintenance of the returned products.
5. Booking and shipping outbound items.
6. Creating invoices.

Types of customer returns, RMA types

Each line in an RMA order’s Return items table represents a returned product and can be assigned an RMA type, which defines the intended handling of that item.

• Credit only - the product is not returned; only a refund is issued.
• Repair - the product is received for repair or rework.
• Repair and ship back - the product is repaired or maintained and sent back to the customer.
• Replacement - a replacement product is shipped to the customer.
• Receipt and credit - the product is received and credited.
• Receipt and no credit - the product is received but not credited.
• Reject and ship back - the return is rejected, and the product is sent back.

Receiving returned products into stock

When returned goods arrive, they must be received into stock before inspection or further processing.

To do so, tick the Received checkbox in the Return items table on each line once the product and quantity are filled. This will create a target lot and inspection record for that line.

To receive all pending lines at once, click Receive all items.

Please note that adding the received products to the inventory requires an additional action.

Inspecting returned products

After receiving, each line can be inspected to determine its condition and the next step:

1. Click the Inspection link on the line to open the RMA inspection details.
2. Record findings, attach photos or notes if needed, and set the inspection result.
3. Confirm or adjust the RMA type based on the outcome (e.g., repair, replacement, credit, reject).
4. Save the inspection.

Repair and maintenance of the returned products

Returned items that require repair or maintenance can be processed directly from the RMA order.

To do so, create a Service order from the Return items line. Service orders are used to record labor, materials, and time spent on repair work.

After repair completion, the repaired items can be booked for shipment or invoiced as needed.

Booking and shipping outbound items

Outbound items are the products you plan to ship from the RMA order: repaired items, replacements, or goods returned to the customer.

To prepare items for shipment:

1. Add products to the Outbound items table.
2. If Tracing = Yes, click the Book items button to select stock lots to reserve for shipment.
   1. Click “Book all items” to book all listed items automatically.
   2. Click “Book manually” to select specific stock lots. When booking manually, you can choose the products returned in that specific RMA order.
3. If Tracing = No, the products will be booked automatically.
4. For RMA types Repair and ship back and Reject and ship back, the same product is added, and the received stock lot is booked automatically.

To add a shipment:

1. Scroll to the Shipments section of the RMA order.
2. Click + to add the shipment.
3. Review the prefilled details (shipping address, booked goods) and adjust if needed.
4. Save the shipment.

Ensure all necessary items are booked before creating the shipment to avoid sending incomplete orders.

Creating invoices

Invoices can be created directly from the RMA order to issue refunds, bill repair services, or charge for shipments at the customer’s expense.

To create an invoice:

1. Scroll to the Invoices section of the RMA order.
2. Click + to add an invoice and choose the type:
   1. Regular invoice – for billable repairs, replacements, or other charges.
   2. Credit invoice – for refunded goods.
3. Review the prefilled details (customer, billing address, items) and adjust if needed.
4. Save the invoice.

If any return lines use the RMA types Credit only or Receipt and credit, a credit invoice is automatically prefilled with those lines and quantities.

All invoices linked to the RMA appear in this section and are also available under CRM -> Invoices for printing, sending to the customer, or marking as paid.