RMA

RMA need to know

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.
An RMA can be received in the WMS. See WMS: Warehouse Mgmt.>RMA
There are seven types of RMA:
Repair
Replace
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.
Customer>Actions>Create RMA

Configure a 'Reason' column

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.

Tracked by Sales Order

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.

Repair

Your customer returns a ‘broken’ product. You repair and return the product to the customer.

Workflow

RMA Repair Workflow

Accounting

RMA Repair Accounting

Workflow Notes

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.

Replace

Your customer returns the product. You send the customer a replacement.

Workflow

RMA Replace Workflow

Accounting

RMA Replace Accounting

Substitute

Your customer returns the product. You send the customer a substitute.

Workflow

RMA Substitute Workflow

Accounting

RMA Substitute Accounting

Return for Credit

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.

Workflow

RMA Return for Credit Workflow

Accounting

RMA Return for Credit Accounting

Credit Only

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.

Workflow

RMA Credit Only Workflow

Accounting

RMA Credit Only Accounting

Credit and Replace

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).

Workflow

RMA Credit and Replace Workflow

Accounting

RMA Credit and Replace Accounting

Return - no action

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.

Workflow

RMA Return - no action Workflow

Accounting

RMA Return - no action accounting