Customer Returns Process

From the time a customer lets you know they want to return an item until the time they are credited or refunded for that item, you need to track each step in the return process for that item.

Tracking returns helps you to know the following:

What items and quantities to expect
Whether you have received items back into inventory
How much credit to issue or whether to pay out a refund

When a customer wants to return a purchased item, issue a return authorization to the customer showing the item to be returned and the amount to be credited to the customer upon receipt of the item. Each customer return authorization is assigned a unique return number that enables you to track it.

As each return progresses through the steps in the returns process, enter information on the return authorization to track the information about the items your customers are returning.

Steps in the customer return process:

Issuing Return Authorization (RMA) Forms

Identifies items the customer wishes to return and initiates the return process.
- Entering a Standalone Return Authorization
- Entering a Linked Return Authorization
Approving a Customer Return Authorization

Gives permission to employees to process the return and approves the customer to be credited or refunded upon receipt of the item.
Receiving a Customer Return

Verifies that the returned item has been received from the customer.
Issuing a Customer Credit Memo

Logs a credit for the customer for the returned item
Refunding an Authorized Customer Return

Repays the customer in the amount they are credited for the returned item.
Closing Line Items on a Customer Return Authorization

Closes one or more lines on a return authorization for items you no longer expect to receive.

Steps in the customer return process:

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