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:
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What items and quantities to expect
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Whether you have received items back into inventory
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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 about the return authorization to track the information about the items your customers are returning.
Steps in the customer return process:
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Issuing Return Authorization (RMA) Forms
Identifies items the customer wishes to return and initiates the return process.
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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.
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Verifies that the returned item has been received from the customer.
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Issuing a Customer Credit Memo
Logs a credit for the customer for the returned item
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Refunding an Authorized Customer Return
Repays the customer in the amount they are credited for the returned item.
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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.
Related Topics:
- Customer Return Management Tips
- Return Authorization (RMA) Forms
- Preferences for Customer Returns
- Entering a Standalone Return Authorization
- Entering a Linked Return Authorization
- Approving a Customer Return Authorization
- Printing a Customer Return Authorization
- Receiving a Customer Return
- Handling Returned Items
- Closing Line Items on a Customer Return Authorization
- Customer Return Authorization Status
- Reporting on Customer Returns Impact