Add and edit return policies

In this section you can configure your organization's return policies. Return policies defines what products, after what period of time can be returned. Set up return policies by going to Settings → Reference Books → Product Return Policy Set Up.

Setting return policies for products streamlines the decision-making process and allows some automation of workflows involved (inspection, replacement, restock, write-off, etc.) Return policies are used in Cin7 Core to streamline the returns workflow, however, authorizing a final decision is in the hands of the RMA officer.

When you have finished setting up your return policies, see configure returns settings and Returns (RMAs and Return Orders).

Prerequisites

Cin7 Core RMA module subscription add-on is required.
Set up Chart of Accounts (required)
Set up Locations (required)
Add Products (required)
Users will need the following permissions:
- User will need the Settings → RMA - RMA Setup permission to edit return policies and settings.

Enter return policy details

Return policy details determine which products a return policy applies to, and which country. Add a new product return policy by going to Settings → Reference Books → Product Return Policy Set Up and clicking +. From this page, you can add, edit, search, and delete return policies. At least one return policy must be active in order for RMAs and return orders to be initiated.

The first step is to enter the return policy details, starting with the Policy name.
Next, select which Countries the return policy applies to from the dropdown list. Multiple countries can be selected. When a customer makes a return through the B2B portal, the return policy must apply to the B2B portal country. For sales from the web portal, the return country is not restricted and the RMA officer will make the decision to authorize or not.
- NOTE: If no countries are selected, the return policy will apply to all countries.
Then, select which products the return policy will apply to. Product families, Tags, Categories and Brands can be selected from the dropdown menu fields.
- If no product families, tags, categories, or brands are selected, the return policy will apply to all products.
- The return policy is assigned to products which match all of the selected values. The relationships inside the group for selection is OR. The relations among the groups is AND.
- When a product could match several policies, the return policy will be applied in this order or priority: Family, Tag, Category, Brand. Policies that apply to specific product groups will be prioritised over policies that apply to all products.

Note: Return policies cannot have identical country and product parameters.

RMA processing milestones

Returning a product to your warehouse and determining whether it is repaired, restocked, or scrapped is a multi-step process that must be carried out by warehouse staff and incurs costs. This section sets up RMA processing milestones which are then used by Cin7 Core to generate job orders, assign costs to the processing steps, and charge them to either the customer or your organisation, and creating the relevant accounting transactions. Cost assignation can be manually changed from default values before confirming a return.

By default, the milestones Shipping from customer, Inspection, Repair, and Shipping to customer are included. These can be edited or deleted according to your business requirements. New milestones can be added with + Add more items. At least one milestone is mandatory.

Next, select a Cost Type from the Description on Invoice dropdown menu. By default, Shipping, Inspection and Repair are included but you can also add new cost types here. The Description on Invoice will be added to product line in the sales order generated by the RMA when job expenses are charged to the customer.

For each milestone, select whether it should be charged to the company or the customer by default.

Set return policy attributes

In the attributes section, we define the acceptable timelines for returns, refunds, and replacements. The following attributes are available:

Return is possible: When this is enabled, it is possible to return the product from customer to your organisation.

Return calculation start date: Return availability can be calculated from the order, invoice, or shipment authorization. When the sales order is unfulfilled or unpaid, the date for start of calculation is Sales Order date.

Return is available within [X] calendar days of the sale: Defines how long (in days) it is possible to return the product.

Refund is possible: When this is enabled, it is possible to offer the customer a refund during the return.

Refund calculation start date: Refund availability can be calculated from the order, invoice, or shipment authorization. When the sales order is unfulfilled or unpaid, the date for start of calculation is Sales Order date.

Refund is available within [X] calendar days of the sale: Defines how long (in days) it is possible to refund the product.

Replacement is possible: When this is enabled, it is possible to offer the customer a replacement during the return.

Cross ship is possible: Allow a replacement item to be shipped to the customer before original product has been to your organisation.

Replacement calculation start date: Replacement availability can be calculated from the order, invoice, or shipment authorization. When the sales order is unfulfilled or unpaid, the date for start of calculation is Sales Order date.

Replacement is available within [X] calendar days of the sale: Defines how long (in days) it is possible to replace the product.

Return policy text can be entered and formatted in the window below.

Note: Customers will always be allowed to request a product repair within the return period, regardless of time limits on refund and replacement.

Edit a return policy

Return policies can be returned by going to Settings → Reference Books → Product Return Policy Set Up and clicking the policy name. From here, you can then edit the return policy name, details, attributes, and policy text.

Pressing Save applies the policy changes to the affected products. The new policy will be by default applied retroactively, however, the RMA officer can override the outcome if necessary.

Deactivate a return policy

Deactivating a return policy stops a policy being used for product returns, without deleting the return policy. To deactivate a return policy, go to Settings → Reference Books → Product Return Policy Set Up, click the policy name to open it, then slide the toggle to deactivate it. Pressing Save deactivates the policy.

Delete a return policy

Deleting a return policy removes the policy completely. To delete a return policy, go to Settings → Reference Books → Product Return Policy Set Up and click the X icon.

Example Return Policy

In this example, we would like to set a generic return policy for our catalog, in which products can be returned for a full refund for 28 days, and exchanged for a replacement product for 45 days. This generic return policy should not apply to certain categories of products, such as make to order products, toiletries and food products.

First, we create our generic return. By leaving the product value fields blank, the return policy will apply to all products in our inventory.

We set our return, refund, and replacement attributes to 45 days, 28 days, and 45 days respectively. Saving this policy it will apply it in general to our products.

Next, we create our exceptions. Cin7 Core prioritises return policies that apply to product families, tags, categories, and brands (in that order) over generic policies, so we use this to create exceptions. Depending on how your organisation has its brands, tags, and categories set up, this could require creating more than one policy to create the correct exceptions.

Note:The relationships inside the group for selection is OR. The relations among the groups is AND.

In our example company, customisable products are marked with product tag Custom and cannot be returned, refunded, or replaced.

We set our return, refund, and replacement attributes to not allowed.

Our next example policy applies to products that cannot be returned to our stock like food and toiletries. However, we allow replacement and refund for defective items in these categories within a grace period of a week. First, we choose which products to apply our policy to.

We set our return, refund, and replacement attributes allowed for one week only. Cross-ship is possible for replacement, as we will want to send out a replacement item immediately, without waiting for the defective item to be returned.

This completes our example.