1. Business Scenario

As a standard after-sales process, customers may request returns after product purchase. Sales representatives must locate the related Sales Order, create a Return Order under that Sales Order, select the returned Products from the order lines, and set the return quantity and return amount for each Product to generate the Return Order. Like Sales Orders, Return Orders must go through an approval process before a return is processed.

Managing Return Orders helps managers monitor Sales Orders and Inventory return situations. For Sales Orders or Products with frequent returns, understanding return reasons enables timely adjustments or interventions to improve return rates.

2. Return Order Modes and Use Cases

Return Orders support three return modes: Order-based Return, Shipping Order-based Return, and No-Source Return.

• Order-based Return: A Return Order created from a Sales Order. Use this mode when the Sales Order has not shipped, does not require shipping, or when you need to return the entire order. This mode is enabled by default.

• Shipping Order-based Return: A Return Order created from a Shipping Order, typically used to return Products that have already shipped or been partially shipped. This mode is disabled by default.

• No-Source Return: A Return Order not based on a Sales Order or Shipping Order. Use this when you cannot find the source document or when returning against another predefined/custom object. This mode is disabled by default.

• Exchange: Supports exchanges based on a Sales Order or without a Sales Order, including simultaneous inbound and outbound items. This mode is disabled by default.

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To enable Shipping Order-based Return and No-Source Return modes, go to Inventory Management -> Plugin Management.

3. Create a Return Order

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• In CRM, navigate to Return Orders to open the Return Orders list view.
• Click New in the top-right to create a Return Order using a predefined Record Type or a custom Record Type.

3.1 Order-based Return

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• When creating an Order-based Return Order, first select the Account, then select the Sales Order belonging to that Account.
• Return Warehouse is optional for Order-based Return Orders.
• Returned Products must be added from the Sales Order’s order Products.
• Click “Add from Order Products” to open the Sales Order Product list. After selecting the lines to return, enter the return quantity for each line.
• On submission, the system validates that the return quantity is less than or equal to the remaining refundable quantity for the order Product.
• After confirming the Return Order, the system automatically updates the Sales Order Product’s returned quantity.
• After confirmation, refunded portions of the Sales Order cannot be shipped again.

3.2 Shipping Order-based Return

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• When creating a Shipping Order-based Return Order, first select the Account, then select the Shipping Order belonging to that Account.
• Return Warehouse is required for Shipping Order-based Return Orders.
• Returned Products must be added from the Shipping Order’s shipped Products.
• Click “Add from Shipping Order Products” to open the Shipping Order Product list. After selecting the shipped lines to return, enter the return quantity; for Products managed by batch or serial numbers, also specify the batch or serial number to return.
• After a Shipping Order-based return, if you want to re-ship, set the “Re-ship after Return” field on the Shipping Order product line to Yes. If set to No, the returned portion cannot be re-shipped.
• On submission, the system validates that the return quantity is less than or equal to the remaining refundable quantity for the Shipping Order Product.
• After confirming the Return Order, the system automatically updates the Sales Order Product’s returned quantity.
• If you use the full Inventory Management edition (Type A), confirming the Return Order automatically creates an Inbound Order and increases the Inventory in the Return Warehouse.

3.3 No-Source Return

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• Most fields are optional when creating a No-Source Return Order.
• Returned Products are selected from Products.
• After confirming the Return Order, the system does not provide predefined downstream logic. Implement follow-up processes (such as functions or workflows) according to your business needs.

3.4 Exchange

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• For an exchange, select the Account first. Sales Order is optional; if left blank, the exchange is treated as not based on a Sales Order.
• For exchanges not based on a Sales Order, inbound Products can be added from Products, while outbound Products must be added from the inventory of the outbound Warehouse. Exchanges are not possible if outbound Warehouse Inventory is insufficient.
• For exchanges based on a Sales Order, inbound Products are added from the Sales Order Products, while outbound Products must be added from the outbound Warehouse inventory. Exchanges are not possible if outbound Warehouse Inventory is insufficient. If the inbound quantity exceeds the Sales Order Product quantity, the exchange cannot proceed.