The client upgrades an item to a new version and discontinues the old one by marking it inactive, but a customer returns the old item after purchase, how can it be tracked in NetSuite?

Solution

Option 1: Temporarily Reactivate the Item

1. Navigate to Lists > Accounting > Items in NetSuite.
2. Locate the inactive item.
3. Edit the item and uncheck “Inactive” to temporarily reactivate it.
4. Process the return using either:

• Return Authorization (RMA) or
• Credit Memo.

1. Once the return is completed, mark the item as Inactive again.

Option 2: Keep the Item Active Until the Return Window Closes

1. Navigate to Lists > Accounting > Items in NetSuite.
2. Locate the inactive item and reactivate it.
3. Add a tag or update the item’s description to “DO NOT USE – Returns Only” to prevent accidental use.
4. Process the returns using either:

• Return Authorization (RMA) or
• Credit Memo.

1. After the return window ends, mark the item as Inactive again.

Recommended Approach

• Use Option 1 for infrequent returns.
• Use Option 2 if the return period is longer or if the item has a higher return frequency.