Return orders - Process returned products

Return orders are created for warehouse staff to track when returned products are received and specify which actions to take, such as inspecting, scrapping, cleaning, restocking, or any other actions required by your organization's returns process. Cin7 Core creates a job to accumulate this expenditure, and expenses added to the return are linked to job milestones that are pre-configured for the return policy (see RMA processing milestones).

Returns actions such as shipping to/from the customer, inspection, repair, and write-off can incur costs. When a return order is authorized, Cin7 Core can create a job to accumulate this expenditure. Once the return is resolved, the expenditure is then written off to an expense account if the merchant bears the cost, or invoiced to the customer.

Return orders cannot be created manually, they can only be initiated by specifying a receipt action via RMA.

Prerequisites

Cin7 Core RMA requires a subscription add-on
Configure RMA permissions
Set return policies
- Set up RMA processing milestones
Configure return settings
- Select accounts for warranty expenses, non-warranty expenses, and scrap write-off.
Raise an RMA in Cin7 Core - a user must create an RMA or select a customer return request and authorize a product return

View return orders list

Authorizing inspect, scrap, and restock receipt actions for an RMA initiates a return order and adds it to the return orders list. Return orders cannot be created manually, they can only be initiated through an RMA.

Access the list by going to Sale → Return orders. From this page, warehouse staff can view which return orders are open, view return order status, search orders and take actions.

The list can be searched by return order number, RMA number, and customer. The list view can be filtered by filtered according to status (all, waiting for products, in progress, completed). Export downloads the current grid view in .csv format, meaning that if a filter is applied, the filtered data is exported.

Refresh updates the return orders list with the most recent information.

Authorize receipt of returned products

When a product return is received from a customer, go to Sale → Return orders or the Related orders tab of the RMA itself to find the relevant return order and open it.

First, the return order will show the order, customer, and shipping details - this is for information only and cannot be edited.

Scroll down to the Products tab to view which products are expected to be received and the expected quantity. Click a product on the left too view warranty details, reason for return and return expiration date on the right.

Each product to receive is displayed on a separate line. Mark a product as received and select a received date. Depending on your RMA settings, credit note and restock can be authorized when each product received line has been authorized, or when all product receiving lines have been authorized.

It is no longer possible to undo an RMA returns request for a product once the receipt of that product has been authorized in a return order.

Depending on the product receipt action, this will trigger an action:

Scrap will generate an inventory write-off for the scrapped item. No shipping, inspection, or repair costs can be added. No further actions are required on the return order, the write-off will be authorized when the linked RMA is resolved.
Restock will restock the returned product as the original SKU. No inspection/repair costs can be added. No further actions are required on the return order, the restock stock adjustment will be authorized when the linked RMA is resolved.
Inspect creates a Job in Cin7 Core, which will allow the user to assign any service and inventory costs to the return - see Inspect and add expenses to a return for instructions.

Return order resolution

The return order will be resolved automatically for products with receipt action Scrap and Restock. Products requiring inspection will need to be resolved manually, see Inspect and add expenses to a return for instructions. The resolution will be passed to the RMA where it can then be communicated to the customer. Resolving the return order marks the open job as Completed and means the return order can not be edited.

Next steps

Now you have resolved your return order, you can return to the RMA (or notify your RMA officer) to reach an RMA resolution and communicate the outcome to the customer.

Add notes and attachments to return orders

There is a space on the return order header where the user can enter notes.

The Attachments tab can be used to attach images and documents to the order.

View related orders

The Related orders tab of a return order provides a quick reference link to related tasks such as RMAs, jobs created for the return (inspection, repair, etc.) and their status

Receiving returned products, or authorizing receipt not required, will automatically create an authorized credit note here for the value of the returned products, which will be closed out with a refund or alternative depending on the RMA resolution selected later in the process.

Undo or void a return order

Once a return order has authorized receipt of products, it can no longer be undone or voided. This is because multiple other documents are created from this action. If there are no more actions to take or products to receive, you can mark the return order as completed.

Email or print a return order

Return orders can be saved to your computer to print or emailed directly. Return orders contain information about the expenses generated from the job and the return order resolution.

Documents and emails are fully customizable in the Settings module. See Manage document and email templates for more information.

View return order activity log

The Activity logs tab displays the date and time of all activity taken for the return order, an activity description and which user took the action.