A customer return is approved, received and refunded
Who is involved
| Role | What they do |
|---|---|
| Order clerk | Raises the return for the customer. |
| Sales manager | Approves or rejects it, and later completes it with the refund. |
| Warehouse user | Receives the goods and marks the return as received. |
| Accountant | Books the credit note. |
Step by step
- Order clerk
Opens an order that has shipped, goes to the Returns tab, chooses New Return and picks lines, quantities and a reason.
What they see:The return is Pending with an RMA number.
- Sales manager
Opens the return and chooses Approve or Reject.
What they see:An approved return moves on; a rejected one stops.
- Warehouse user
Receives the goods and presses Goods received.
What they see:The return is Processing.
- Sales manager
Opens the return, enters the refund amount and method and chooses Complete and refund.
What they see:The return is Completed.
- System
Puts the returned stock back and, if the order was invoiced, drafts a credit note.
What they see:Stock and the draft credit note update.
- Accountant
Reviews and books the credit note in Accounting.
What they see:The customer's balance is reduced.
Who is told what
People who may view returns, other than the person who completes it, are told by bell and e-mail when a return is completed. There is no notice when a return is raised or approved today.
Related
- Sales Orders & Fulfilment
- Inventory, Purchasing & Warehousing
- Accounting & E-Invoicing
- A shortage is cleared by the warehouse and purchasing
- An online order is picked and shipped by the warehouse
- The order desk hands a shipment to the warehouse
- A customer accepts a quote on the portal and the order follows
- A paid online order is fulfilled as a sales order, and its status comes back
- Team workflows