Handling returns
Not every delivery sticks. The Returns view (RMA) manages goods coming back — whether a refused delivery or a customer return — against a shipment or Sales Order.
When to use
Use it when a customer sends goods back or refuses a delivery and you need a traceable return document tied to the original sale.
Before you start
- Permissions:
logistics:readto view returns,logistics:writeto create, approve, receive or cancel them. - No feature toggles apply.
- The return refers to a shipment of your own company and to quantities on the original invoice lines.
Open Returns
Go to Logistics → Returns (/logistics/returns) to see return requests, linked to their original shipment or Sales Order.
Create the return request
Create a return against the shipment or Sales Order. It gets a document number and the returned quantity is deducted from the invoice line.
Approve and receive
The request moves through approval (Request & Approvals). Once approved, confirm receipt of the goods.
Reconcile
Restocking and credit notes are done manually in Inventory / Sales; receiving a return does not create them for you.
Return statuses
| Status | Meaning |
|---|---|
| requested | Return created, waiting for approval. |
| approved | Approved through the workflow. |
| received | Goods received back. |
| cancelled | Return cancelled; the quantity on the invoice line is restored. |
Receiving a return does not automatically restock or create a credit note. Do both manually.
Tips & common mistakes
- Create the return from the original shipment so the quantity check uses the right invoice lines.
- You cannot change status while an approval is still open for the return; finish the approval first.
- Cancel rather than delete a wrong return: cancelling gives the quantity back to the invoice line.
- After marking received, remember the stock and credit note steps, or the books will not match.