# Returns (RMA) (/docs/sales/returns)

A return merchandise authorisation (RMA) follows goods a customer sends back. Four people take part. Sales
(Nurul Aina) raises it. The QA engineer (Jason Wong) authorises or refuses it and closes it. The Store
(Farah Hanim) receives the goods. The QC inspector (Siti Rahmah) inspects them.

When the Org admin enables **Quality returns** in **Settings > Roles & permissions**, QA and QC
staff can also open **Quality > Returns** and raise or edit returns according to their Quality
access level. The Sales entry point remains available. Both pages share the same records,
signatures and history; each workflow step still requires its existing signing authority.

```mermaid
%% title: Return (RMA) status flow
flowchart LR
  A[Requested] -->|Authorise return · QA engineer| B[Authorised]
  A -->|Refuse · QA engineer| X[Refused]
  B -->|Receive into quarantine · Store| C[Received]
  C -->|Record inspection · QC inspector| D[Inspected]
  D -->|Close · disposition done · QA engineer| E[Closed]
```

## Raise a return [#raise-a-return]

Open **Sales > Returns** and choose **New**. Fill in:

- **Customer**, **Product**, **Lot** and **Quantity** returned.
- **Delivery order**, the delivery that shipped it, if known.
- **Reason for return**.
- **Complaint**, if the return belongs to a customer complaint. A closed return feeds that complaint.

<GuideStep
  title="The returns list"
  description="Every RMA with customer, product, lot, quantity and status."
  src="/guide/returns/1.png"
  alt="Returns list on desktop with RMA status chips"
  width={1440}
  height={1000}
  callouts={[
    { x: 85, y: 12, caption: "New starts a return." },
    { x: 55, y: 40, caption: "Lot and quantity being returned." },
    { x: 85, y: 40, caption: "Status chip: Requested, Authorised, Received, Inspected, Closed or Refused." },
  ]}
/>

## Authorise or refuse [#authorise-or-refuse]

The QA engineer opens the return and chooses **Authorise return** or **Refuse**, and signs. Authorising
lets the customer send the goods. Refusing ends the return with status **Refused**. Both leave an entry in
the history with the lot, quantity and reason.

## Receive into quarantine [#receive-into-quarantine]

<Steps>
<Step>

When the goods arrive, the Store opens the **Authorised** return and selects the **Quarantine location**.

</Step>
<Step>

Choose **Receive into quarantine** and sign. The return becomes **Received**, the **Received on** date is
set and the goods are on hold.

</Step>
</Steps>

## Inspect [#inspect]

<Steps>
<Step>

The QC inspector opens the **Received** return, writes the **Inspection result** and chooses the
**Disposition**: **Scrap**, **Rework and return**, **Replace**, **Credit only · scrap**, or **Return as is
(no fault found)**.

</Step>
<Step>

If a fault was found (any disposition except **Return as is (no fault found)**), link the **NCR**
(nonconformance report) first.

</Step>
<Step>

Choose **Record inspection** and sign. The return becomes **Inspected**.

</Step>
</Steps>

## Close [#close]

The QA engineer chooses **Close · disposition done** and signs. The history records the disposition, and
the complaint it feeds if one is linked.

## If the system refuses [#if-the-system-refuses]

Every message is in [Returns refusals](/docs/sales/refusals#returns).

| Message | What to do |
|---|---|
| `Select the quarantine location` | Choose the **Quarantine location**, then **Receive into quarantine**. |
| `Record the inspection result and the disposition` | Fill both fields, then **Record inspection**. |
| `A fault was found: link the NCR` | Link the NCR, or choose **Return as is (no fault found)**. |

<NextSteps>

<NextStep href="/docs/sales/refusals" title="Sales refusals" description="Every message and the fix." />

<NextStep href="/docs/sales/delivery-and-shipping" title="Pick, pack and ship" description="The delivery the goods came from." />

<NextStep href="/docs/get-started/signatures-and-refusals" title="Signatures and refusals" description="Who may sign each step." />

</NextSteps>