Hibou Odoo Suite: Return Merchandise Authorization (RMA)

Purpose

This documentation outlines the processes and use cases associated with Hibou’s Return Management Authorization (RMA) application for Odoo.

User-friendly and highly customizable, RMAs allow you to do everything from swapping defective merchandise for customers, to returning damaged goods to vendors. The template-driven nature of RMAs means that each RMA of a certain type will be setup the same way every time. This creates a straightforward and seamless experience, as there are minimal processes to keep in mind when creating an RMA.

Getting Started

First thing's first, we want to install the module! To do so, navigate to the Apps application.

Once there, remove the  Apps filter and search for 'Hibou RMAs'. When ready, click the ACTIVATE button.

 

If you wish to associate sale orders with RMAs, navigate back to the  Apps application, remove the  Apps filter and search for 'Hibou RMAs for Sale Orders'. When ready, click the ACTIVATE button.

 

Warrant Details on the Product template

Sales Return RMA Templates can be configured to work with Warranties. This is only possible by installing the Hibou RMAs for Sale Orders module, however.

To see these additional fields, let's navigate over to the Inventory app.

Then go to PRODUCTS > PRODUCTS, and under the SALES tab, you will find the RMA Sales section that the module has added:

• Eligible Days: This is part of the standard return policy and represents the period of time from the Sale Order's confirmation date in which a customer is able to return the item.
• Warranty Eligible Days: This is part of the Warranty Return Policy and represents the period of time from the Sale Order's confirmation date in which a customer can return the item under warranty.

Values that can be used in these fields:

• 0: This is the default and allows returns, indefinitely.
• -1: Indicates the item cannot be returned.
• Any other number represents the actual number of days.

Process

Let's start by navigating to the RMA application. 

Create an RMA

Here you will see a list of all of your RMAs. Click NEW.

Then fiill in the following information:

• Type: Select the RMA template. The next field name is dependent on the type of document the selected RMA applies to. For more on how to configure RMA templates, we have our RMA Templates documentation.
• • Sale Order: If template applies to Sale Order, then this field will appear and you will be able to Sale Order that the RMA is being created for.
  • Stock Picking: If the template applies to Stock Picking, then this field will appear and you will be able to stock picking that the RMA is being created for.
• Claim Number: If there is a Claim Number associated with this RMA, enter it here. This is not a required field.
• Expiration Date: If there is an expiration date on the selected RMA template, a date will be automatically calculated. If there is no expiration date on the selected RMA template, you can fill one in manually or leave empty. This is not a required field.
• Tags: Select one or more tags, allowing you to more easily group, filter, and report on RMAs. This is not a required field.
• Partner: The main partner on the associated document is automatically assigned based on the sale order or stock picking that is selected.
• Shipping: The shipping partner on the associated document is automatically assigned based on the sale order or stock picking that is selected.
• Out Delivery Method: If this template is configured to send replacements, this field will indicate the shipping method to be used for that shipment. 
• Company: This will pre-populate with your company.

When you have finished, click ADD LINES.

RMA Template Applied to Sale Orders

This will present you with a modal that displays all products that are on the selected document.

• For a sale order RMA, the following columns will be displayed for reference:

• • Ordered: The ordered quantity from the sale order.

  • Delivered: The delivered quantity associated with the sale order. In general, you should not return more than was delivered.

  • Invoiced: The invoiced quantity associated with the sale order.

  • QTY: This is where you will indicate how much of the quantity should be returned.
  • UOM: Displays the product's unit of measure.
  • Validity: Indicates if the product is eligible for return

After you have indicated how much of each product should be returned, click ADD.

RMA Template Applied to Stock Pickings

For a stock picking RMA, the following columns will be displayed for reference:

• Ordered: The ordered quantity from the stock picking.
• Delivered: The delivered quantity associated with the stock picking. In general, you should not return more than was delivered.
• QTY: This is where you will indicate how much of each product should be returned.
• UOM: Displays the product's unit of measure.

After you have indicated how much of each product should be returned, click ADD.

Review the RMA Lines and Confirm

The product(s) selected will be added to the RMA LINES tab at the bottom of the record.

Review the RMA and, when everything looks correct, click CONFIRM. This will generate the appropriate inbound and/or outbound pickings based on the template configuration.

Managing RMAs

If not set by the template, you may still add a carrier and tracking number to the picking.

Inbound Picking Carrier & Tracking Reference

This is a good way to indicate the method by which a customer is shipping products back to you and provide tracking for the inbound shipment once available.

The Carrier can be manually set on the inbound picking. But, to set the tracking number, you must click on the transfer.

Under the ADDITIONAL INFO tab, you will be able to add in the Tracking Reference.

Outbound Picking Carrier & Tracking Reference

This is a good way to indicate the method by which the replacement products should be shipped out. In general, you will not want to pre-fill a tracking number for outbound pickings.

The Carrier can be manually set on the inbound picking. But, to set the tracking number, you must click on the transfer.

Under the ADDITIONAL INFO tab, you will be able to add in the Tracking Reference.

Inbound Shipments

When the products sent by the customer has arrived, click on the inbound picking link to open it up from the RMA.

Once on the incoming picking, set the Done quantity to reflect what was actually received. Additionally, if applicable, serial numbers should be assigned.

Complete the incoming picking, per your organization's process by clicking VALIDATE.

This will complete the stock moves to the appropriate locations, based on the template's configuration. When complete, the status of the inbound picking will be "Done".

Outbound Shipments

When sending out replacement products, the outbound picking will be available as a delivery order immediately after the RMA is confirmed. The outbound picking may be completed immediately or you may indicate on the outbound shipment to hold on processing until the returned products are received.

To quickly jump to a picking, click on the picking link.

Once on the outbound picking, set the Done quantity to reflect what was actually shipped to the customer. Additionally, if applicable, serial numbers should be assigned.

Complete the outgoing picking, per your organization's process by clicking VALIDATE.

This will complete the stock moves to the appropriate locations, based on the template's configuration. When complete, the status of the outbound picking will be "Done".

Completing the RMA

Once all pickings on the RMA are complete, click DONE. This will move the RMA to the "Done" state, which can be filtered out for purposes of reviewing open RMAs.

After receiving the incoming shipment for an inbound-only RMA, if the RMA requires an invoice component (such as providing a refund to the customer), this can be completed now. If the refund is processed by someone in another department, you may schedule an activity for the appropriate person to complete the refund.

Invoices

Once the RMA has been moved to the 'Done' state, any Source Documents that have invoicing implications as a result of the RMA will produce a line in the Invoices section of the RMA record.

To post the invoice, click into it and a modal window will appear. Click CONFIRM. 

Technical

Hibou's RMA application adds three new models:

• RMA Template
• RMA Tag
• RMA

Along with all of their views. Additionally, there is a wizard for adding lines from an existing picking when creating an RMA. The RMA model has various methods for creating IN/OUT pickings and stock moves.

Hibou's RMA Sale module adds Sale Orders to the usage selection for RMA templates as well as a RMA Sale Make Lines wizard that allows you add lines from an existing sale order when creating an RMA. 

Additionally, it adds methods to the RMA model to create IN/OUT pickings from sale orders.