Occasionally (but hopefully not too often), you will have customers that need to return items. This could be due to defects, damage incurred in transit, or maybe they just changed their mind. It is up to your company to determine a return policy and when/if to offer these refunds, but Cohub is set up to help you out when you do decide to accept a Product return.

Return vs. RMA

A return is for customers that return order items in person. An RMA includes sending a shipping label for a customer to mail an order item back to your Location.

Creating a Return (Sales Order/Retail Order)

When a Customer returns Product(s) to your Location in person, you can pull up the order on which they were purchased and create a Return to restock those items (if desired) and calculate the correct amount to refund the Customer.

To create a return, go to the bottom of the order page and click "New Return". On the Return page, add the correct items and quantities using the green "Add Item" on the left-hand side.

Once all the items have been added, you can choose whether or not the items will be restocked or not.  You can also add a discount to the price being refunded or add a restocking fee (both can be either dollar amounts or percentages).

Choose the Location where the items are being returned (important because this is where inventory will increase if the products are being restocked), then click "Save". You can view and print a Return after it has been saved.

You can now issue a refund to the Customer in the correct amount, calculated on the Return. This refund can be via credit memo, cash, or credit card/PayPal. If one of the latter, you can issue a Refund via Cohub in the "Transactions" section of the order.


Creating an RMA

To create an RMA, find the Sales Order that the Customer would like to return items from.

Add the items to the RMA that are being returned via the green "Add Items" button on the left, same as on a Return. When all items have been added, click save. Select what type of credit will be issued upon return, and what will be done with the product when it is received (return to supplier/vendor, restock/add to inventory, or destroy).

Choose the "Shipping To" Location on the right. Choosing the correct Location is important because this will be the address on the return label when it is created, and where Inventory will be increased if restocking. Click "Save" when everything is added and correct on the RMA.

Next, create a return label by clicking "New Return Label" under the Products. Cohub will automatically determine the shipping weight of the products added to the RMA and show you all available shipping methods and rates. Select the shipping method you would like to use, and then you can email the label to the Customer or view the label to download/print as needed.

If desired, you can enter a reason for the return for your company's internal reference.

Once the shipment from the Customer has been delivered to your Location, you can assess the Products and either Receive the RMA (if restock was chosen for any Products, inventory will be automatically increased accordingly) or Deny the RMA as needed. For example, if a customer said they were returning a new item because they had simply changed their mind, but you receive an open/used Product instead, you can choose to Deny the RMA and not issue a refund or restock the product.

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