Introduction to returns
Paid Feature: Returns is a chargeable feature. You need to raise a ticket with the PVX helpdesk to have this option enabled on your account.
PVX allows you to process a return using either the web app or the mobile app. When an item is returned by a customer, a return must be processed for the item within the warehouse management system. This includes recording a return reason and return state for each item. Several reports are available to help you better understand which items are being returned and why.
There are broadly two workflows for returns:
Ad-hoc returns against sales orders
Planned returns using return authorizations (RMAs)
The process for the operator in the warehouse is very similar in either case, but using RMAs provides you with greater visibility on inbound returns. There are several other benefits to using RMAs, described below.
Returning via the web app
Tip: The returns workflow on web is designed to be entirely driven by a barcode scanner. A keyboard and mouse are only required in cases where the operator needs to change or override some data. You can improve your returns speed by printing out commonly used barcodes and attaching it to the returns bench - e.g. return reasons and states.
To process a return using the web app:
Go to the Returns -> Return item(s) tab using the navigation menu on the left.
The Return workflow will open.
Scan or enter the barcode for the original sales order under which the returned items were despatched, or the identifier or tracking number linked to an RMA.
The screen will load the items that are eligible for return. Scan or enter the barcode for the returned item.
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If the item is being returned against an RMA, some of the remaining information may be prepopulated. The return reason and return state can be provided on the RMA, in which case the operator will not need to enter them (though they can override the defaults if needed). If the return is being performed without an RMA (or the reason and/or state are not provided on the RMA), then the operator will be prompted to scan these:
Scan a return reason or select one from the list available. New reasons can be added to PVX in the Setup module of the web app. Each has its own barcode which can be printed and scanned to speed up the processing of returns.
Scan or select a return state from the list available. This determines whether or not the item can be reused (resold). As for return reasons, new states can be added to PVX in the Setup module of the web app. Each has its own barcode which can be printed and scanned to speed up the processing of returns.
Scan or enter the barcode for the location where the item will be stored. If the return state indicates that the item is reusable, then it can be stored in any location. If it is non-reusable, then it must be placed in a quarantine location.
If that was the only item eligible for return, then the return is automatically submitted. If there are additional items that can be returned against the RMA or sales order, then the operator will be prompted to scan the next one, and loop through steps four through seven again.
Tip: If you need to submit the return while there are eligible items remaining, you can also scan a dedicated barcode that will press the Submit return button for you. You can print the following barcode and attach it to the returns bench for easy use:
*CompleteReturn*
Printing item labels during a return
Operators can easily print new labels for items during the return process. This can be automated by setting up default printing settings, and enabling the Auto-print items after return? toggle:
To set up printing follow these steps:
Click the Printing settings icon in the top right header of the items grid:
Select the printer and the template that you want to use for printing:
Enable the toggle at the bottom of the popup to automatically use these settings for printing:
Click Save to confirm your settings.
The icon in the grid header will change to indicate that you settings are saved - you can tap it again if you need to change these in the future:
Returning via the mobile app
Processing returned items using the mobile app follows very similar steps:
Tap
and select Return. The Return screen is displayed. The order of the scans may vary slightly from that shown below as it can be configured to suit your process.
Enter or scan the barcodes shown on the screen, and enter the quantity of the scanned items that have been returned. The Return Condition is the same as the return state in the web app.
Tap RETURN when all steps are completed.
Viewing returns
You can view the return summary in the View returns tab of the web app. Search for your return using the available criteria, and press the View summary button in the grid next to the return you want to examine:
You can also view the details of the returned item in the Sales tab:
Tick the Show Despatched / Cancelled orders checkbox.
Select the sales order related to the returned items.
Select the dropdown menu by clicking the settings menu in the right corner of the tab and select Show sales order summary.
The sales order summary will be displayed. This displays the return detail within the full order history from when the order first entered the system.
The return is also included in the Returns summary report in the Reports tab. This report can be filtered by all related fields and the date.
Return authorizations / RMA
Return authorizations or RMAs are used to notify the warehouse that a return is expected. An RMA represents a request from a customer to return an item, and will often come from a returns portal or similar system.
There are a number of benefits to using RMAs alongside returns in Peoplevox - just some examples of these:
Warehouse staff are better able to plan and manage time when they know how many returns are expected on a particular day.
Integrations between the warehouse and your returns portal allows you to provide your customers with near-real-time updates on their return, and streamline the refund / credit process.
Advance notice of the inbound return allows you to prepare replacement items before the return has physically arrived, leading to faster turn-around times and increased customer satisfaction.
For more information on how to integrate with the new returns and RMA functionality, check out the API documentation for returns:
Notes on processing returns
If a customer returns an item that you sent out incorrectly, we recommend that you register the item that was incorrectly sent out back into the inventory using the Register function. Then create a new sales order for the correct item and despatch it if the customer requires the exchange.
As soon as a returned item has been scanned to a location (and if it has a reusable return state), then it is automatically available for sale on your website. Returned items that have a non-reusable return state will NOT be added to the Available inventory figure and will NOT be made available for sale on your website (because the app will force the operator to put the item into a Quarantine location).
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If you want operators to see more or less information during the return, you can configure the columns that are visible in the workflow:
The fields can be configured for both the SO / RMA header as well as the individual items:
Click on the gear icon to open a popup that will allow you to adjust the fields and columns:
The returns workflow can be configured with one of two levels of strictness when it comes to validating the items to be scanned:
Default: The default level of validation will allow you to return an item so long as it is on either the RMA or the sales order that you scanned.
Strict: For users that want more control over the items to be returned, use strict validation to ensure that an item can only be scanned if it belongs to the RMA. If a scanned item belongs to a sales order but is not on the RMA, then you will not be able to return it.
For RMAs that are linked to sales orders, the system will try to match items on the RMA to the corresponding order items where possible. That means for example if you have an order for 1x ItemA and 1x ItemB, with an RMA for 1x ItemB and 1x ItemC, then a user with default validation will be able to return a total of 3 items: 1 each of items A, B and C.
In the same example, a user with strict validation will be able to return up to two items: 1x ItemB, and 1x ItemC.
Here's a quick demo of the new returns workflow in action: