Returns and warranty replacements
Manage an RMA with explicit return and replacement decisions, original-shipment references, stock-aware receiving and independent progress for each physical leg.
Approve the physical workflow deliberately
An RMA starts by deciding whether goods may be returned, replacements will be sent, or both. Return lines refer to the customer's original shipment and remaining returnable quantity. The receiving and replacement warehouses may differ. These choices define the case instead of silently assuming that every warranty request needs the same two-way stock flow.
Keep the return condition and replacement separate
Receiving uses the regular receipt workflow. Only quantities explicitly accepted as resalable replenish available stock; other conditions do not automatically become sellable inventory. Replacements use normal picking, packing and shipping, respecting stock availability. Either enabled leg may finish first, while case closure depends on completing the required physical work.
What to know before you start
The RMA case is non-financial: it does not automatically issue an invoice, credit note or cash refund. Free replacement goods still have inventory cost, and financial remedies need their own authorized workflow.
Practical questions
Can a returned item go straight back into available stock?
Only accepted quantities explicitly marked resalable can replenish sellable stock through receiving.
Can I send a replacement without requiring a return?
Yes. Choose replacement-only when creating the case. The selected physical workflow remains explicit and protected after the initial save.
Continue the workflow
Outbound shipments
Finalize outgoing goods against the correct order or replacement case, retaining package, quantity and source details with the stock movement.
Goods receiving
Record incoming quantities against the right purchase order, warehouse, bin and tracking details, keeping physical receipt distinct from the supplier invoice.
Credit notes and sales corrections
Record sales corrections with the appropriate credit document and original-invoice context, rather than disguising a reduction as a negative new invoice.