The purpose of the RMA Document is to record and track the actions and outcomes in the process of returning a product.
An RMA does not directly affect the General Ledger.
An RMA can increase the stock level.
An RMA can generate two variants of a Credit Note. One variant credits the Customer balance (and therefore the Accounts Receivable), the other does not.
There are seven types of RMA:
Wherever possible we recommend you initiate the RMA process from the original Sales Order.
Sales Order>Actions>Create RMA
Alternatively, you can create an arbitrary RMA from the commensurate Customer Master.
You can configure your own lists of 'Reasons' for returns.
Reasons can be displayed in a Reason column on the RMA.
The Reason column is configurable on the Document screen and print template.
Reasons are configurable in Setup>Configuration>RMA.
RMA(s) ('Our Ref' field) is linked to the respective Sales Order.
'On RMA' column on the Sales Order tracks the number of Items returned by the RMA.
'On RMA' column on Sales Order is configurable on the Document screen and print template.
RMAs are listed on the Sales Order Transactions Tab.
Your customer returns a ‘broken’ product. You repair and return the product to the customer.
RMA Repair Workflow
RMA Repair Accounting
You can model a rudimentary repair process in the system. You should be aware this functionality can be quickly and cost-effectively extended to meet your needs. Nevertheless, you need to be aware of the current constraints.
When an Item is returned for repair it needs to be received into a ‘Site’. By default, receiving Item increments the stock quantity. Obviously, the Item to be repaired:
- Is not owned by you and therefore should not increment the quantity in stock of the respective Item.
- Should be put away into a Location from which it can only allocate to a Sales Order from which a Shipment will be created to return the Item once repaired to its owner or Customer.
To address the above, and if you need to receive Items to be repaired you’ll need to create an additional ‘Repair’ instance of the WMS. When you configure this WMS you’ll need to check the ‘Stock is not owned’ box located on the ‘Site’ screen.
To ensure you can track and eventually locate the Item being repaired, when you receive the Item you’ll need to record an identifier for the Item. If the Item has a serial number then record this in the box on the receive screen. Alternatively, you can record your own specific identifier here.
This identifier will then appear on the newly created instance in the WMS. It’s a good idea to print out a copy of the RMA document. You can attach this copy to the Item, and write the unique identifier on the paperwork. Alternatively use a suitable label.
Users will need to ensure that when an RMA is created, and the RMA type on the Line Item is set to ‘Repair’ that they set the ‘Site’ column to the name of the designated ‘Repair’ WMS. Within the ‘Repair’ WMS, you can set up and configure Locations to model and track your repair process e.g. Testing, Inspection, etc.
Your customer returns the product. You send the customer a replacement.
RMA Replace Workflow
RMA Replace Accounting
Your customer returns the product. You send the customer a substitute.
RMA Substitute Workflow
RMA Substitute Accounting
Your customer returns the product. You apply some or all of the original amount paid by the customer by means of a Credit Note to the Customer’s account. Subsequently, you do or don’t issue a Sales Refund for this Credit.
RMA Return for Credit Workflow
RMA Return for Credit Accounting
Your customer returns the product. You use a Credit Not to apply some or all of the original amount paid by the customer to the customer account. Subseqeuntly, you do or don't issue a Sales Refund for this credit.
RMA Credit Only Workflow
RMA Credit Only Accounting
The Customer is returning the goods but wishes to purchase a replacement in the meantime. The new Sales Order can be created from the RMA and goods shipped and invoiced.
The Credit note cannot be created until items have been received (picked).
RMA Credit and Replace Workflow
RMA Credit and Replace Accounting
The Item was orginally removed from your warehouse/stock room. The Item's value was credited from the Stock Asset account. You have loaned the Item. The Item is returned by the borrower. You put the Item back into stock.
RMA Return - no action Workflow
RMA Return - no action accounting