RMA / Returns - Tracking

Table of contents


The Returns Manager is where you can track products that have been returned that have not yet been added back to inventory or need to be sent back to vendors for various reasons like RMAs.

To start, head to the Products & Services tab, then in the upper right, click Inventory Modules > Returns Manager.

Once on the Returns and RMA page you will be able to create a new return or manage existing ones.

To create a New Return,

  1. In the upper right, click New Return.
  2. Enter a Name, Description and choose a Vendor.
  3. Click Save.
  4. Then add products to the return on the right side of the screen, either by typing and selecting a product in the ADD ITEMS FROM INVENTORY box, or entering/scanning a UPC code in the ADD FROM BARCODE /SERIAL box. They will appear in the ITEMS box in the lower right.
  5. If you mistakenly add the wrong product or quantity, in the ITEMS box click the red X to delete it.

Once the item has been added, the quantity selected will be removed from inventory. In the event of a serialized item, the selected serial number(s) will be removed from inventory as well.

After adding your item to the RMA, you can then begin the process of tracking the return.

Return Status Definitions

The following are a description of the various buttons available seen in the above screenshot, and also on the main Returns and RMA page.

  • X - Delete the item from the list.
  • Restock - Moves back to active/available inventory and resolves the return.
  • RMA requested - Changes the status to say it's basically waiting for your vendor to approve the RMA so you can return the item to them. You will then have additional tracking options available:
    • Canceled - Removes all the buttons and resolves it since nothing was done with it.
    • RMA sent - Allows you to update the status indicating that the item has been sent back to your vendor. You will have additional status updates to follow your return along the process, any of which will resolve the return.
      • RMA declined - Vendor declined your RMA request. Inventory remains the same.
      • RMA repaired - Vendor repaired and returned the item to you. Moves the item back into active inventory.
      • RMA refunded - Vendor refunded or credited the money on the item. Inventory remains the same.
      • RMA replaced - Vendor replaced the item with another one. Moves it back into inventory. Follow the steps when a vendor replaces a serialized item.
    • RMA declined - Allows you to indicate that your vendor has declined your RMA request. Selecting this will resolve the return.
  • Breakage - This means the item, for whatever reason, needs to be destroyed, inventory lost, broken, etc.
  • Canceled - Removes all the buttons and resolves it since nothing was done with it.

Additionally, when you go through a refund of an invoice that included a product that was maintained/inventoried, it will now prompt you for what you would like to do with the product. Just have it set to Pending by default to put it into the Returns Manager.


RMA Replaced Item with Serial Number

When you go through the RMA process with an item with a serial number, sometimes the vendor will replace that item with another. The path looks like this: RMA requested > RMA sent > RMA replaced.

When that happens, it will bring you to the Replace Serial Numbers screen.

If you didn't mean to click RMA replaced, in the upper right click Skip to return the product back to its initial state.

Otherwise, simply update the SN field with the serial number of the replacement item, and update any other fields as needed.

Then click your browser's Back button to return to the Returns and RMA screen. The product will no longer show on the screen, but will be back in your Inventory instead.