The customer return process in NetSuite involves several key steps:
1. Issuing Return Authorization (RMA):
- This is the initial step where you authorize the customer’s return request.
- You can initiate an RMA through various methods:
- Directly from a sales order or invoice by clicking “Authorize Return.”
- Creating a new return authorization form.
- The RMA form typically includes details like:
- Customer information
- Items being returned
- Reason for return
- Authorized return quantity
- Expected return date (optional)
- Once created, the RMA receives a unique number for tracking purposes.
2. Approving the RMA:
- The system may require approval for the RMA based on pre-defined rules or company policy.
- This approval step ensures someone with the proper authority verifies the return request is legitimate.
3. Receiving the Returned Items:
- Once the customer returns the items, you need to record their arrival in NetSuite.
- You can use the “Receive Returned Order” function to:
- Select the RMA
- Mark received items and quantities
- Choose a restocking location for the returned items (if applicable)
4. Processing the Return:
- Depending on your company’s policy and the reason for return, you have different options:
- Issue a Customer Credit Memo: This creates a credit for the customer’s account for the returned item(s). They can use this credit towards future purchases.
- Process a Refund: This option returns the original payment method used by the customer.
- Replace the Item: If the reason for return allows, you can process a replacement order for the customer.
5. Closing the RMA:
- Once you’ve processed the return (issued credit, refunded, or replaced), you can close the RMA.
- This finalizes the return process for that specific authorization.