Returns, RMA & Credit Notes

How customer returns are handled from request to financial settlement.

1. Return request

A return starts from a helpdesk ticket or directly from the original delivery. The reason is registered: wrong delivery, transport damage, defect, or commercial return.

2. Return order

A return transfer is created from the original delivery so quantities, lots and pricing stay linked. The customer receives a return label/instructions.

3. Inspection

Returned goods arrive in the returns zone and are inspected:

• Restock — back into sellable stock.
• Repair — a repair order is created (warranty or billable).
• Scrap — written off with a scrap reason.

4. Credit note

If the customer is credited, the credit note is generated from the return so it reconciles against the original invoice. Kickback- and rebate-related credit requests from wholesalers follow a separate agreement flow and are matched against CRM.

Two tracks

The analysis identified two return tracks: the standard B2B return via the wholesaler, and direct end-customer returns (B2C). Both end in the same inspection step.