Support Suite

First, create an RMA by entering the customer and the item(s) that the customer wishes to return.  Be sure to select the Status and the Method.

Click Convert.

If you are in POS sale, the RMA will automate the process of receiving, crediting the receiver, and issuing the credit.  Otherwise, the system requires a few more steps to finish the RMA and issue the credit.

If you need a driver to pick up the items or you need receiving to handle it, then it’s best to either use the “Send To” feature to electronically send it to someone internally in the warehouse or to manually print the RMA.  If you want to print to a different printer than a printer installed on your local system, select “Print Preview”, then review the RMA, then go to the dispatch tab, right click, select “Reprint”, then you can click Yes and select the printer and # of copies.  If you print, it’s probably best practice to print to a known RMA printer, hand it to someone who manages the process like the warehouse manager or put it in a bin designated for RMAs to be picked up or handled by the warehouse.  It may also be best practice to print 3 copies - one for the customer, one for the warehouse, and one for accounting.

To complete the RMA, go to the status tab and double click on the release.  In some cases, this might be the receiving department who handles this step.  Essentially you need to receive the item(s) and confirm the state of each item.  You’ll need to fill in the Qty Received, then click the “...” to fill in status and location for each item.

Click on Post, then post it to Received.

If the warehouse is managing this process, they may wish to follow multiple steps to track the progress of the return.  In that case, you would set it to “Picking Up” when they are picking it up, receiving when they are receiving, and received once it’s fully received.  To get to the point where you can issue the credit, you need to post it all the way to Received.  To do so, you must have already filled out the Received Location and the Status of each item.

This will switch the tab to the “Customer Credit” tab where you can then click on the checkbox, “Credited” and click Save.  This is sometimes done by the accounting staff.

After you do this, it will prompt you to print an RMA Receipt / Credit Memo and will also deliver it based on the customer’s delivery methods.  Click Print or Cancel to continue.

Finally, you can click Issue Refund.  This will issue the customer credit.

Select the Refund Type and fill in the rest of the info accordingly.  Click on the “...” next to the penalty.

Finally, enter the amount or put in the % and click Calc.  Click Apply.

Finally, click Save again or just click Save and Close

To make adjustments, you must uncheck the Credit checkbox and click Save.  It will warn you that you must reverse the refund.  Select the appropriate settings to reverse the refund credit.  Click Save.  At this point, you can adjust the penalty down right from the Customer Credit tab.  Unfortunately, you cannot adjust it up just yet, you must do this from the issue refund screen.  To do so, click Issue Refund and repeat the process above to Issue the correct amount of penalty and select the appropriate settings.