Customer returns allows the tracking and analysis of products returned from customers.
Each return is registered and a customer return confirmation can be created either before or after the product is returned. The user can classify the return according to a list of return reasons created in the company section. Also the action is marked as repair and return, return to stock, scrap or opened box return. Credit invoices can be created from returns. If a return is from a direct sale, then cash or card returns can be made. Support for "Opened box" returns means a product is returned to stock as a different item id from the original sale.
Licensing
The Customer returns module is only available if it is licensed.
Creating
When a customer returns a product, or contacts to request permission to return a product, open a new return by clicking the "New" link. This opens a new customer return with a tracking number. It is possible to print a return report which may be either sent to the customer as permission to return (RMA) and/or used as a shipping paper if the goods are returned back to the customer following a repair.
Using
In the Warehouse section press New customer return.
Select the product that is being returned by clicking the [...] button next to Select item/order. There are three possibilities for returns: sales order, direct sales or "no order". Use the "no order" feature only for returns that may be from a previous system and so have no sales record in the system.
There are three basic actions for a customer return, one should be selected.
- Return to stock: When the return is approved the inventory value of the specified location will be increased by the amount of returned goods.
- Scrap: Goods are scrapped and no inventory change is recorded.
- Repair and return: Goods are returned back to the customer. It is possible to record Item usage for the repair.
- Opened box return: goods are returned to stock with a different item id. (The new item id is set on the item card of the product)
Optionally check the credit invoice box. This will queue a credit invoice next time a user creates sales invoices.
Lot tracking and serial numbering are supported in customer returns. If an item is set with lot tracking or serial numbers, then this data will need to be added.
If the return is from a direct sale, then it is possible to set a cash or card refund (depending on the payment methods available for direct sales). It is also necessary to specify the direct sale register. If the connected bookkeeping system is Xero, then the return transaction values will be transferred to Xero together with the transfer of direct sales data.
Buttons and fields in customer returns are as follows:
| Select item/order | This is to select the sales order and line or direct sale on which the original product was dispatched. This is required. |
|---|---|
| Materials tab | Optionally record any materials that are used when repairing a product. |
| Hours tab | Optionally record any work or machine hours used in repairing the product. |
| Costs tab | Shows a cost summary for repair costs |
| Approve | Approves and closes the return. |
| Qty | Enter the quantity of product returned. This can not be greater than the original shipped quantity. If product from more than one sales order line is returned then it will need multiple returns. |
| Action taken | Choose from Repair and return, Return to stock, Scrap or Opened box return |
| Returned to stock | The stock location to which the goods are returned if the action is "return to stock" |
| Customer returned on | Date of return |
| Shipping reference | Text that will be printed on the return report. Can be used for the shipping reference when goods are returned back to the customer. |
| Return code | Select an appropriate code. These codes are user-defined and are created in the Admin - System settings section. |
| Standard Text | Standard text piece that will be printed on the return report |
| Information for customer | Text that will be printed on the return report |
| Internal information | Information that is not printed on the return report |