Create & Track Product Returns

Follow these steps to manually create a new Return:

1. Navigate to the Products & Services tab.
2. From the Inventory Modules button menu, select Returns Manager:
   
3. Click +New Return.
4. Enter a Name. Optionally, enter a Description and/or select a Vendor, then click Save.
5. Optionally, add any Notes in the Notes section.
6. In the Add Items from Inventory Section in the upper right, start typing to search, then select a Product. Enter a Quantity, then click Add. Alternatively, use the Add From Barcode/Serial section to enter or scan a UPC code, then click Create from Barcode. Items you add appear in the Items section in the lower right.
   Tip: If you make a mistake, click the red X to delete the item.
7. Click Back. 

Results 

• Your return appears in the Returns and RMA table.
• 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.
• You can now begin tracking the return.

You can create a Return from a PO only after you have Received items for that PO. 

You can tell whether a PO line item already has a linked Return by the color of the Return button:

• White: A linked Return already exists. Click to open it.
• Orange: No Return exists for this line item. Click to create a new linked Return.

Tip: The link between a PO and a Return works in one direction only. The PO links to the Return, but the Return has no link back to the PO. The Return's automatic name is the only built-in reference to the PO, and renaming the Return removes it. To keep the PO easy to find, keep the PO title in the Return's name and/or add a link to the PO in the Return's Notes. You can paste the raw link, or format it as a clickable link by pasting basic HTML into the notes box, for example:

<a href="https://subdomain.syncromsp.com/purchase_orders/2XXXXXX">Purchase Order 2XXXXXX</a>

Note: Vendor-provided return paperwork needs to be attached to the PO the Return was created from. You cannot attach paperwork to the Return itself. If files need to be uploaded for a Return that was not created from a PO, create a ticket and upload the files to the ticket.

Results 

Syncro names the Return after the originating PO and adds a link from the PO line item to the Return (the white Return button).

1. Navigate to the Products & Services tab. 
2. From the Inventory Modules button menu, select Returns Manager.
3. Use the Returns and RMA page's search box and/or filter options: 
   
4. Search by the Return’s name, and/or filter by Status and/or Vendor.

1. Navigate to the Products & Services tab. 
2. From the Inventory Modules button menu, select Purchase Orders.
3. Open the PO and click the White Return button on the line item to open its Return:
   

1. Navigate to the Products & Services tab. 
2. Click the hyperlinked Name of the Product to open its details.
3. Click QTY Details. The Product Instances page displays.
   Note: This button is only present for Products with their “Maintain Stock” box checked.
4. Locate the Product Instance that has a Returned Status:
   
5. Click the hyperlinked ID of that instance. A pop-up window displays the history and details of the Product Instance.
6. Click the link in the Changes column to navigate to the Return.

Return statuses help keep the Return organized and easy to track. They also control the final outcome of the product inventory quantity (i.e., whether the item is removed from stock or added back into stock). There are two status trackers: 

1. One for the individual line items on a Return:
   
2. And one for the Return as a whole: 
   
   Note: When you click the status buttons on the whole return, ALL individual item statuses will also be updated.

Tips: 

• It's best practice to use the individual status buttons to track each returned item. Once the Return is complete, select the appropriate overall status from the main Returns page.
• The status buttons on the whole Return can also be used in quick filters and save clicks by updating all individual item statuses at once when a Return has many items.
• Click the red X at any time to remove an item from the Return. 

Here's a flow through the statuses/actions that's quite common:

1. RMA Requested: A status change indicating that you're waiting on the paperwork from the vendor. 
2. Once the paperwork is filled out, click RMA Sent.

Now your options become:

• RMA Declined: The vendor declined your RMA request. You can either Restock the item back into your Product inventory, or mark it as Breakage. Breakage removes the item from your quantity and marks the Product Instance as such:
  
• RMA Repaired: The vendor repaired and returned the item to you. Returns the same Product Instance back to your inventory.
• RMA Refunded: The vendor refunded your money. Keeps the same Product Instance out of your inventory, in a “Returned” status. 
• RMA Replaced: The vendor sent a replacement item. Returns the same Product Instance back to your inventory.

If the vendor declines your Return, your options are: 

• Restock: Adds the Product Instance back to your inventory.
• Breakage: Marks the Product Instance as breakage and does not increase your inventory quantity.

When you go through the RMA process with a serialized item, sometimes the vendor will replace that item with another. 

The Return path for this looks like: 

1. RMA Requested 
2. RMA Sent 
3. RMA Replaced

When you click RMA Replaced, the system will bring you to the Replace Serial Numbers screen:

If you didn’t mean to click RMA Replaced, click Skip in the upper right to return the product back to its initial state. Otherwise, update the SN field with the serial number of the replacement item (and any other fields as needed). Click Save as appropriate.

Then click your browser’s Back button to return to the Returns and RMA table. The product will no longer display, but will be back in your inventory.

Removing an individual item from a Return changes the Product Instance status back to In Stock, which will increase the inventory quantity.

Additionally, when you process a refund of an invoice that included a maintained/inventoried product, the system will prompt you about what you would like to do with the product. Set it to Pending by default to put it into the Returns Manager: