Return to resolution

Follow return to resolution through decisions and exceptions.

Step by step

Request return Sales Manager

Sales Manager records the customer's reason, account and returned product quantities. Link the request to the original sales order when available.
- Reason and product quantity recorded
- Updates Returns, Return lines
Authorize return Warehouse Manager

Warehouse Manager reviews the request and its order context, then authorizes receipt or rejects the request. Authorization does not put stock back on hand.
- Request approved for physical receipt
- Updates Returns, Sales orders
ApprovalA person approves before the work moves on.
Inspect and decide Warehouse Manager

Warehouse Manager records actual receipt and inspection, then chooses a disposition for each returned line. Only goods chosen for restock can enter usable stock.
- Disposition recorded for returned lines
- Updates Returns, Return lines
Record refund Finance Manager

Finance Manager checks the return amount and related refund transaction before recording the refunded state. Keep any processor settlement effect separate.
- Refund and return state reconciled
- Updates Payment transactions, Returns

And how to keep it from happening.

A requested return is treated as received stock before the item arrives.
A damaged line is restocked without an inspection decision.
The return is marked refunded before Finance Manager checks the payment transaction.

Sales Manager: , Warehouse Manager, Finance Manager.
: Each actor reviews their own stage and passes the linked record to the next owner.

Start free, then use Proto to change fields, steps and approvals before your team goes live.