Returns and RMAs

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Overview

This topic explains what returns, exchanges, and RMAs are, and how to process them through the Monsoon Fulfillment Manager.

A Return occurs when your customer sends a product back for store credit or a refund, and no replacement product is sent to the customer.

A Return/Exchange is when a customer sends a product back and they are given another item in its place. The replacement item may be the same item or a different item.

An RMA is an authorization number associated with returns or exchanges, originating in the Monsoon Order Manager, which is provided to the customer before they send the item(s) back. Every time an item from a given order is returned, the Monsoon Order Manager generates a unique RMA number which is appended to the order number. RMA numbering is sequential and starts with the numeral 1.

An Unsolicited Return is when the customer simply mails the product back to the warehouse without contacting the business, and therefore it does not have an RMA number assigned to it. The change in product QOH is sent back to the Monsoon Order Manager.

There are two ways to process returns in the Monsoon Fulfillment Manager:

1. Returns/Exchanges originating in Monsoon Order Manager and transmitted to Monsoon Fulfillment Manager for processing always have an RMA number. Select Receive RMA on the Returns & RMAs tab of the MS Access ribbon to see a list of RMAs awaiting fulfillment.

2. Ad hoc returns do not have RMAs and are processed by selecting Unsolicited Return on the Returns & RMAs tab of the MS Access ribbon. Refer to the topic specifically for Unsolicited Returns at the bottom of this page.

After returns/exchanges/RMAs are processed in the Monsoon Fulfillment Manager, the information is sent back to Monsoon Order Manager. A timer runs in the background to process the information periodically without human intervention, or you can manually process the data by selecting the RMAs Queue on the Process Orders>Process tab. If the link is not visible, there is no RMA data to be processed. When an unsolicited return is received in the Monsoon Order Manager, it is addressed through the Unsolicited Returns Processing screen, which is opened through the Alerts screen.  

Use the Search Returns screen to locate a specific return. Refer to the topic at the bottom of this page for more information.

Description of the Returns & RMAs tab

Refresh View

• updates the data displayed on this screen

Find Return

• opens the Search Returns screen and enter criteria to search for a particular RMA

Quick Filter

• choose the returns displayed at this screen by selecting All Open RMAs, Today's Returns, Partially Received, or Completed RMAs

Ascending/Descending

• determine the sort sequence of the data displayed at this screen

Receive RMA

• opens the Receive RMA screen which displays the selected return's information
• use this screen to record the disposition of the items being returned

Unsolicited Return

• opens the Unsolicited Returns screen where you enter as much information as you have about an item which was sent to the warehouse and no RMA was created in the Monsoon Order Manager

Print Reports

• select an RMA in the list, and select this icon to print it

How to receive a return/RMA without changes

1. Go to Returns & RMAs view.
2. Select Receive RMA from the ribbon.
3. Double-click the SKU field in Expected Items to move the information to Received Items.
4. Repeat the previous step for all items in Expected Items.
5. Select Post Data.

How to receive a return/RMA with changes

1. Go to Returns & RMAs view.
2. Select Receive RMA from the ribbon.
3. Single-click the SKU field in Expected Items to move the information to Received Items.
4. Optional: Select Wrong SKU and select the product SKU the customer received by mistake.
5. Optional: Make changes to the Qty to QOH, Qty to Vendor, or Qty to Discard fields.
6. Optional: Enter any additional information about the return in Notes.
7. When all changes are made, select Receive to move the information to Received Items.
8. Repeat steps 3-7 for each item in Expected Items.   
9. When the information in Received Items  is correct, select Post Data write the information to the database.