Sales Returns & RMA

The Sales Returns module manages customer returns, warranty claims, dock receipts for returned goods, quality inspections, and credit note issuance.

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RMA Lifecycle & Business Logic

stateDiagram-v2
    [*] --> Draft : Create RMA
    Draft --> Confirmed : Authorize RMA / Issue RMA Number
    Draft --> Cancelled : Cancel

    Confirmed --> PartiallyReceived : Partial Goods Arrival at Dock
    Confirmed --> Received : 100% Goods Arrived
    Confirmed --> Cancelled : Customer Cancelled Return

    PartiallyReceived --> Received : Remaining Units Arrive
    PartiallyReceived --> Processed : Issue Credit Note for Partial
    
    Received --> Processed : Restock & Issue Credit Note
    
    Processed --> [*]

1. RMA States & Progression

• Draft: Return request created with customer and proposed items.
• Confirmed: Return authorized and official RMA document sent to customer.
• Partially Received / Received: Customer packages arrive at the warehouse dock and are verified against the RMA.
• Processed: Goods inspected, restocked/quarantined, and compensating Credit Note issued.
• Cancelled: Return aborted.

2. Dock Disposition & Restocking

When receiving returned items:

• Sound Items: Accepted back into inventory and routed to the Putaway queue to return to active storage bins.
• Damaged / Faulty Items: Routed directly into a quarantine bin for manufacturer warranty inspection or scrap write-off.
• Credit Note Generation: Clicking Generate Credit Note creates a linked draft Credit Note matching the accepted returned quantities and pricing.

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Step-by-Step Workflows

1. Authorizing a Customer Return (RMA)

1. Go to Sales → Returns (/sales-returns).
2. Click Create Return (or initiate from the originating Sales Order).
3. Select the originating Sales Order and Customer.
4. Choose the return lines, quantities, and return reason (e.g. Defective, Wrong Size, Customer Changed Mind).
5. Click Confirm Return to generate the official RMA document and email it to the customer.

2. Receiving and Crediting the Return

1. When the package arrives at the dock, open the RMA record.
2. Click Receive Items and enter verified counts.
3. Select the disposition: Restock to Inventory or Move to Quarantine.
4. Click Generate Credit Note to issue the Accounts Receivable credit note to the customer.

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Field Reference

Field	Description
Return Number (RMA)	System authorization identifier (RMA-...).
Sales Order	Originating sales order reference (ORD-...).
Customer	Account returning merchandise.
Return Status	Stage (Draft, Confirmed, Partially Received, Received, Processed, Cancelled).
Return Reason	Commercial cause (Defective, Damaged, Transit Loss, Unwanted).