Customer Returns (RMA)

The Customer returns (RMAs) page lists all return cases registered in the system.

This page is available in the Enterprise package if the RMA functionality is enabled. 

Here you can:

• create, edit, and delete RMA orders;
• track the progress of customer returns.

Use the tab menu above the table to choose whether to show a list of "Customer returns (RMAs)" or a list of all "Items" returned or refunded.

Jump to:

1. RMA order statuses.
2. Adding returned items to inventory.

RMA order statuses

An RMA order progresses through multiple statuses based on its line-level activity.

1. New - a default status for the newly created RMA order, when items have not been received or the RMA types have not been selected yet.
2. Waiting for inspection - at least one item has been received but not yet inspected.
3. Waiting for action - all items have been received, and some require a next step (e.g., repair, replacement).
4. In progress - one or more lines have ongoing actions (e.g., open service orders, unpaid credit invoices).
5. Ready for shipment - outbound items are prepared and ready to be shipped.
6. Shipped - all outbound items have been shipped.
7. Resolved - the RMA order is finished. It is assigned automatically when the order without outbound items has no pending actions, but it can also be assigned manually. 
8. Delivered - the RMA order is finished, and the customer has received the products. Assigned manually only.
9. Canceled - order is canceled. Assigned automatically on order deletion or manually. A canceled order cannot be restored.
10. Archived - archived using the Archive old data functionality.

Adding returned items to inventory

By default, items received via RMA orders are not added to inventory. However, they can be found in Stock -> Stock lots by statuses that start with “RMA”.

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 the target stock lot.
3. Change the status from RMA returned to Received.

Please note that the cost of the RMA-originating stock lot is 0. You can update it by opening the stock lot details and entering the cost.