Return Merchandise Authorization (RMA)

The Return Merchandise Authorization (RMA) functionality allows you to manage customer returns.

When enabled, it introduces a new process in CRM -> Customer returns (RMAs) where you can:

• Record and track the customer’s returned items.
• Conduct inspections and define a per-line outcome for each returned item (e.g., repair, replace, credit, reject).
• Book and ship any outbound items as replacements.
• Create credit and regular invoices, along with service orders, directly from the RMA order.

Jump to:

1. Enabling RMA functionality.
2. User access rights for RMA management.
3. General RMA process.

Enabling RMA functionality

This functionality can be turned on at Settings -> System settings -> Enterprise functions -> RMA.

The following software sections become available:

• The CRM -> Customer returns (RMAs) page, where it is possible to create and manage RMA orders.
• The Procurement -> Inspections page, where it is possible to conduct inspections on the returned items and decide their outcome.

User access rights for RMA management

To work with RMA orders and Inspections, the user must have appropriate rights set in Settings -> Human Resources -> User rights.

General RMA process

Processing a customer return takes place in several steps:

1. Create the RMA order for the customer and list all returned items.
2. Receive the items into stock upon arrival.
   1. Items received for RMA inspection are not counted in inventory. However, they can be found in Stock -> Stock lots by statuses that start with “RMA”.
3. Inspect the items and decide on the outcome for each line (e.g. repair, replacement, credit, or rejection).
   1. The decision can be made upfront by choosing the RMA type in the RMA's details.
4. Carry out the chosen action, such as creating a service order, preparing a shipment, or issuing a credit invoice.
5. Finalize the RMA when all items have been processed and related actions are complete.