Process a return (RMA and RTV)

To process a return of a product or customer asset, create a return merchandise authorization (RMA) and then an RMA receipt. In addition, if the return is going to a vendor, create a return to vendor (RTV). Learn more about returns.

Create an RMA

1. In Dynamics 365 Field Service, select the Inventory area.

2. Under Inventory, select RMAs.

3. Select New.

4. Enter the following information:

   • Work Order: If the product was used on a work order, select the work order. The related service account is automatically filled in.
   • Substatus: If you want an RMA substatus, select or create one. Examples of substatuses include exchange, repair, retire, and upgrade.
   • Ship Via: If you want to track the method of transport for the return, select or create one. Examples of methods of transport include freight shipping, USPS Ground, and FedEx

5. Select Save.

Add RMA products

After you create an RMA, add the products that can be returned. You can manually add RMA products, or you can add products that were used on a work order.

Add products manually

1. In the RMA record, in the Product section, select Add RMA Product Record.
2. Use the tooltips to help fill in your information.
3. Select Save & Close.

Add products used on a work order

Note

You can use this method only if a work order is associated with the RMA.

1. In the RMA record, on the command bar at the top, select Add WO Products.
2. Use the tooltips to help fill in information about the products that are being returned.
3. Select OK.

Create an RMA receipt

After the RMA products are received, create an RMA receipt.

1. In the RMA record, select Related > Receipts.
2. Select New RMA Receipt.
3. Use the tooltips to help fill in your information.
4. Select Save & Close.

Add RMA receipt products

1. In the RMA receipt record, select Related > Receipt Products.
2. Select New RMA Receipt Product.
3. In the RMA Product field, enter the product that was received.
4. In the Quantity field, enter the quantity that was received.
5. Select Save & Close.

For products that are tracked in inventory, and for returns that are going to warehouses, an inventory journal is automatically created. This inventory journal increases the on-hand quantity in the warehouse by the quantity of the RMA receipt product.

Create an RTV (optional)

If the return is going back to the vendor, create an RTV.

1. In the RMA record, on the command bar at the top, select Create RTV.

2. Review the details, and then select OK.

3. To view the RTV record, on the main menu, go to Field Services > Inventory > RTVs.

4. Select the RTV record that you created to open it.

5. To track the return, update the System Status value when the return is approved, shipped, and received.

6. To credit the customer, open the RMA, and then edit the RMA Product value.

7. Set the Credit to Account field to Yes, and then select Save.

   

8. To issue a credit memo, return the RMA, and then go to RMA Receipts.

9. Select the RMA receipt.

10. On the command bar at the top, select Credit to Customer.