User Manual

RMA Order Details

The RMA order details page shows the detailed information of the customer return's progress and allows processing of the return.

Jump to:

  1. What is a customer return? What is an RMA order?
  2. What are the available RMA types?
  3. How to receive returned products back into stock?
  4. How to inspect the returned products for deciding the RMA type?
  5. How to process a refund only?
  6. How to receive returned products and process a refund?
  7. How to receive returned products without a refund?
  8. How to process a repair or maintenance of products?
  9. How to process a replacement product?
  10. How to receive returned products and reject the return?
  11. How to add returned items into inventory?

Types of customer returns, RMA types

The following RMA types are available:

  1. Credit only - provide a refund only, without returning the products.
  2. Repair - repair the products.
  3. Repair and invoice - repair the products and invoice the customer for the repair.
  4. Replacement - send replacement products to the customer. Possible to receive returned products.
  5. Receipt and credit - receive the returned products and provide a refund. 
  6. Receipt and no credit - receive the returned products without a refund.
  7. Reject and ship back - reject the return based on the inspection of the returned products, and ship the products back to the customer.

Receiving returned products into stock

For receiving returned items back into stock:

  1. Open the RMA order.
  2. Mark the Received checkbox, which will create a target stock lot for the products.

Inspecting returned products

For inspecting the returned products to decide the type of the RMA order:

  1. Open the target stock lot for inspection at Procurement -> Inspection.
    Or open the RMA order details at CRM -> RMA orders.
  2. Choose the RMA order type.

Credit only

For providing a refund to the customer without returning the products:

  1. Choose the RMA type for the RMA order as Credit only.
  2. Create a credit-invoice at the Invoices section of the RMA order, and send this to the customer.
  3. Once the refund has been processed, manually update the RMA order status to Shipped and invoiced or Delivered.

Receipt and credit

For receiving the returned items and not providing a refund:

  1. Choose the RMA type for the RMA order as Receipt and credit:
    a) this can be done in the RMA order details at CRM -> RMA orders at any time.
    b) or at Procurement -> Inspection, after the returned products have been received into stock and are waiting for inspection.
  2. Manually update the RMA order status to Shipped and invoiced or Delivered.

Receipt and no credit 

For receiving the returned items and not providing a refund.

  1. Choose the RMA type for the RMA order as Receipt and no credit:
    a) this can be done in the RMA order details at CRM -> RMA orders at any time.
    b) or at Procurement -> Inspection, after the returned products have been received into stock and are waiting for inspection.
  2. Create an invoice at the Invoices section of the RMA order, and send this to the customer.
  3. Process the refund.
  4. Manually update the RMA order status to Shipped and invoiced or Delivered.

Repair, repair and invoice

For accepting the products back into stock, performing repair or maintenance, and shipping the product back to the customer:

  1. Choose the RMA type for the RMA order as Repair or Repair and invoice:
    a) this can be done in the RMA order details at CRM -> RMA orders at any time.
    b) or at Procurement -> Inspection, after the returned products have been received into stock and are waiting for inspection.
  2. Open the RMA order at CRM -> RMA orders, and click Create a service order.
  3. Enter the required materials and operations.
  4. Save, which will schedule the Service order to the production schedule among with Manufacturing Orders at Production planning -> Manufacturing Orders.
  5. Perform the service order.
  6. If required, create an invoice at the Invoices section of the RMA order, and send this to the customer.
  7. Create a shipment at the Shipments section of the RMA order to ship the products back to the customer.
  8. Process the shipment.

Replacement

For providing a replacement product for the customer

  1. Choose the RMA type for the RMA order as Replacement:
    a) this can be done in the RMA order details at CRM -> RMA orders at any time.
    b) or at Procurement -> Inspection, after the returned products have been received into stock and are waiting for inspection.
  2. Open the RMA order at CRM -> RMA orders and click Book items.
  3. If required, create an invoice at the Invoices section of the RMA order, and send this to the customer.
  4. Create a shipment at the Shipments section of the RMA order to ship the products back to the customer.
  5. Process the shipment.

Reject and ship back

For receiving the return items, rejecting the return, and shipping the products back:

  1. Choose the RMA type for the RMA order as Reject and ship back:
    a) this can be done in the RMA order details at CRM -> RMA orders at any time.
    b) or at Procurement -> Inspection, after the returned products have been received into stock and are waiting for inspection.
  2. Open the RMA order at CRM -> RMA orders and click Book items.
  3. If required, create an invoice at the Invoices section of the RMA order, and send this to the customer.
  4. Create a shipment at the Shipments section of the RMA order to ship the products back to the customer.
  5. Process the shipment.

Adding returned items to inventory

By default, items that are received via RMA orders, are not added to inventory. If the item is returned and should be added to the inventory:

  1. Open the RMA order at CRM -> Customer returns (RMAs)
  2. Click on target stock lot.
  3. Change the status from RMA returned to Received.