From the time a customer lets us know they want to return an item until the time they are credited or refunded for that item, we need to track each step in the return process for that item.
Tracking returns helps us to know the following:
• What items and quantities to expect
• Whether we have received items back into inventory
• How much credit to issue or whether to pay out a refund
When a customer wants to return a purchased item, issue a return authorization to the customer showing the item to be returned and the amount to be credited to the customer upon receipt of the item. Each customer return authorization is assigned a unique return number that enables us to track it.
As each return progresses through the steps in the returns process, enter information on the return authorization to track the information about the items our customers are returning.
Customer return process:
• Issuing Return Authorization (RMA) Forms
Identifies items the customer wishes to return and initiates the return process.
➢ Entering a Standalone Return Authorization
➢ Entering a Linked Return Authorization
• Approving a Customer Return Authorization
Gives permission to employees to process the return and approves the customer to becredited or refunded upon receipt of the item.
• Receiving a Customer Return
Verifies that the returned item has been received from the customer.
• Issuing a Customer Credit Memo
Logs a credit for the customer for the returned item
• Refunding an Authorized Customer Return
Repays the customer in the amount they are credited for the returned item.
• Closing Line Items on a Customer Return Authorization
Closes one or more lines on a return authorization for items we no longer expect to receive.