Configure returns settings

Return order processing is a complicated procedure which involves the creation of jobs, sale orders, expenses, write-offs and more. Configuring your organization's RMA settings and return policies allows for many of these steps to be automated, facilitating the work of inspection staff and managers.

Return policy settings must be configured before RMAs and return orders can be initiated.

When you have finished configuring your return settings, see 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.
- User will need the RMA → Warranty Setup permission to edit warranty settings.

Product return policy

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.

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. See Add and edit return policies for detailed instructions.

Reasons for product return

Understanding why customers sometimes return their purchases is an important concern for any business, especially for online stores. Set up reasons for product return by going to Settings → Reference Books → Reasons for Product Return.

Add new reasons by clicking + or Add more items. Enter reasons and Save your changes.

Return order settings

Return order settings control which location products should be returned to by defaultwhen an RMA is created through the Cin7 Core web portal, and which expense accounts should be used by default for warranty expenses, non-warranty expenses, and scrapped products. Appropriate expense accounts will need to be created in the organisation's chart of accounts if they do not already exist.

This information will be used to auto-populate RMA order fields, but can be manually edited if required. Configure return order settings by going to Settings → Reference Books → Return order settings. Return order settings must be active in order for RMAs and return orders to be initiated.

Cin7 Core RMA return location

Select the location where returned products should be received when a RMA is created via Cin7 Core web portal. Return location for products returned via the B2B returns submission form is configured from the B2B portal settings. All locations that are not fixed asset locations, co-manufacturing locations, or deprecated locations can be selected.

Non-warranty expense account

Expenses (replacement, inspection, repair, shipment etc.) incurred for items not covered by warranty will be charged to this account. The account will be cleared when the customer is invoiced.

Warranty expense account

Expenses (replacement, inspection, repair, shipment etc.) incurred for items covered by warranty will be charged to this account.

Scrap write-off expense account

Returned products that are scrapped/written-off will be charged to this expense account.

Credit note creation and authorization

Credit notes can either be created for each receiving order (RO) line the uses authorizes, or alternatively a single credit note can be created for the entire RO when the user has authorized all RO lines. Changes will be applied to new RMA orders only.

Warranties

Cin7 Core provides sellers with the ability to manage manufacturer warranties for their products. This helps facilitate the Return Merchandise Authorization (RMA) process, particularly when products are returned during the warranty period. This leads to better customer support and helps track and reduce repair costs.

Warranties can be added for individual products, and warranty information for a product is displayed during the RMA process to support returns decision-making.

See Warranties for more information.