1. Business Scenario

As part of the standard post-sales process, customers may request returns for various reasons after purchasing products. In such cases, sales representatives need to locate the corresponding Sales Order, create a Return Order under it, select the Products to be returned from the sales product list, specify the return quantity for each Product, and set the return amount before generating the Return Order. Similar to Sales Orders, returns also require a strict approval process before being processed.

Managing Return Orders helps administrators track return trends for Sales Orders and Products. For orders or Products with frequent returns, analyzing the reasons behind returns enables timely adjustments or interventions to improve the situation.

2. Return Modes and Applications

Return Orders support three return modes: Sales Order-based Returns, Shipping Order-based Returns, and Source-less Returns.

• Sales Order-based Returns: Refers to Return Orders created based on Sales Orders. This mode is typically used when the order has not been shipped, does not require shipping, or requires a full order return. This mode is enabled by default.
• Shipping Order-based Returns: Refers to Return Orders created based on Shipping Orders. This mode is used when returning Products that have already been shipped or partially shipped. This mode is disabled by default.
• Source-less Returns: Refers to returns not based on Sales Orders or Shipping Orders. This mode is typically used when the source document cannot be located or when returns are processed based on other preset or custom objects. This mode is disabled by default.
• Product Exchange: Refers to exchanges based on or independent of Sales Orders, including simultaneous inbound and outbound exchanges. This mode is disabled by default.

picture coming soon:

To enable Shipping Order-based Returns or Source-less Returns, navigate to Inventory Management > Plugin Management.

3. Creating a Return Order

picture coming soon:

• Log in to the CRM, click Return Orders, and navigate to the Return Order list page.
• Click the New button in the upper-right corner to create a Return Order with either a preset or custom Record Type.

3.1 Sales Order-based Returns

picture coming soon:
picture coming soon:

• When creating a Sales Order-based Return Order, first select the Account, then choose the Sales Order associated with that Account.
• The return Warehouse is optional for Sales Order-based Return Orders.
• Return Order Products can only be selected from the Products listed in the Sales Order.
• Click Add from Order Products to open the Order Products list page. Select the Products to be returned and enter the return quantity.
• Upon submission, the system validates that the return quantity does not exceed the remaining returnable quantity for the Order Products.
• After confirmation, the system automatically updates the returned quantity for the Order Products.
• Once confirmed, returned portions of the Sales Order can no longer be shipped.

3.2 Shipping Order-based Returns

picture coming soon:
picture coming soon:

• When creating a Shipping Order-based Return Order, first select the Account, then choose the Shipping Order associated with that Account.
• The return Warehouse is mandatory for Shipping Order-based Return Orders.
• Return Order Products can only be selected from the Products listed in the Shipping Order.
• Click Add from Shipping Order Products to open the Shipping Order Products list page. Select the Products to be returned and enter the return quantity. For Products with batch or serial number tracking, specify the batch or serial numbers.
• To reship returned Products, set the Reship After Return field to Yes in the Shipping Order Product details. If set to No, returned Products cannot be reshipped.
• Upon submission, the system validates that the return quantity does not exceed the remaining returnable quantity for the Shipping Order Products.
• After confirmation, the system automatically updates the returned quantity for the Order Products.
• For full Inventory Management (Type A), the system automatically creates an Inbound Order to update the Warehouse Inventory upon Return Order confirmation.

3.3 Source-less Returns

picture coming soon:
picture coming soon:

• Most fields are optional when creating a Source-less Return Order.
• Return Order Products can be selected from the Products list.
• After confirmation, the system does not trigger predefined logic. Custom processing can be implemented using functions or workflows as needed.

3.4 Product Exchange

picture coming soon:
picture coming soon:

• For exchanges, first select the Account. The Sales Order is optional; if omitted, the exchange is processed independently.
• For non-Sales Order exchanges:
  • Inbound Products can be added from the Products list.
  • Outbound Products must be selected from the outbound Warehouse Inventory. Exchanges cannot proceed if Inventory is insufficient.
• For Sales Order-based exchanges:
  • Inbound Products are selected from the Order Products list.
  • Outbound Products must be selected from the outbound Warehouse Inventory. Exchanges cannot proceed if Inventory is insufficient or if the inbound quantity exceeds the Order Product quantity.