You can track all steps of the return process in RMA (Return Merchandise Authorization) ticket. The date the return was issued, the invoice with returned products, the repair estimate was provided, the item receipt with returned to vendor items and the item receipt with received from vendor new items. RMA ticket stores all transactions concerning the return items from customer
You create a new return ticket when a customer calls about returning a product. Click on the button New at the RMA ticket list form.
During this call, you have to collect all the purchase and customer information and then provide a RMA number to the customer. The customer should include the RMA number when they return products. RMA ticket by default has status Issued.
Issued – a return ticket was created but the product has not been received.
Received from Customer – the product is received, you should change the status to “Received from Customer”, and add Return Invoice as RMA transaction. You have to use negative quantity in this Invoice.
In Repair – the product is moved to the repair area, you can add a new Transfer to RMA transactions.
Returned to vendor – the product is returned to vendor, you've added a new Return Item Receipt with negative quantity of product in RMA transaction section.
Completed – the repair is completed or you've received the ready product from vendor , you should change the status from “In Repair” or "Returned to vendor" to “Completed” and create Transfer from repair aria or Item Receipt from vendor with positive quantity of products.
Returned to customer – the product is shipped back to the customer, you should change the status to “Returned to customer” and create Invoice as RMA transaction with positive quantity of product.
Closed -the RMA ticket is closed, you've finished all actions concerning this RMA ticket.
When you received product from customer you have to click on the button "New transaction" and select option Returned from Customer. Program offers to create a new Invoice. for customer. You have use negative quantity for product in this invoice for correct account product on your warehouse
You will need to determine if the product is still under warranty. If the product is under warranty you have to set the Under Warranty checkbox.
If the product is not under warranty, you can estimate to repair of the product and add New Transaction "Repair Estimate".
You can repair the fault product or return it to a vendor for changing. You can create a Transfer if you moved product to the repair area and Item Receipt with negative quantity of product if you moved item to vendor. Click on the button New Transaction and select transaction. When you received product from vendor or repair area create a new usual Item Receipt or Transfer order. Set the RMA status Completed. You can ship ready product to customer. Click on the button New transaction and select option Returned to Customer program will offer to create usual invoice. All transactions from RMA ticket has Group= RMA# <RMA ticket number>. You will see all invoices and receipts from RMA at the Invoice list and Receiving list forms. You can add another transactions to the RMA ticket: Payments, Sales Orders, Estimates, Work Orders and Purchase Order.
Remove from ticket - use this button for removing transaction from RMA ticket. System does not delete this transaction from database. You will not see this transaction in RMA ticket but you will see it in the Invoice (or Receiving,Order) list form.
Delete transaction -use this button for the complete deleting transaction from inventory database.