Handling product returns and exchanges, also known as Return Merchandise Authorization (RMA), is important and important task that often results in sticky notes and spreadsheets!. Even though it might not seem as exciting as other customer service tasks, getting RMAs right can save you a ton of time and cut down on manual work. Whether you’re dealing with faulty gear or stock returns, using the RMA feature in ConnectWise PSA makes tracking and managing returns a breeze.
In this post, we’ll show you how the RMA processing feature in ConnectWise PSA can help you ditch those spreadsheets and messy tracking systems.
What’s the RMA Processing Screen in ConnectWise PSA?
The RMA Processing tool in ConnectWise PSA is your go-to for tracking and managing returns. It doesn’t directly link up with the Inventory Module, but it lets you keep an eye on RMA statuses and actions without needing extra tools, keeping everything neat and tidy.
Setting Up RMA Processing in ConnectWise PSA
Before you dive in, you’ll need to set up a few tables that define how returns are handled. These tables make the process smoother and ensure everything is tracked correctly.
Here are the key setup tables:
- RMA Action Setup Table: Defines what the vendor will do with returned products (like replacement, repair, or refund).
- RMA Disposition Setup Table: Specifies what happens to the returned product (like restocking or sending it for repair).
- RMA Status Setup Table: Tracks the status of the RMA from start to finish.
These tables help keep the return process consistent and manageable across different vendors.
Creating an RMA Record
Once your setup tables are ready, creating an RMA record is easy. Here’s how you can do it:
- RMA Tab in the Company Finance Screen: Great for managing returns tied to a customer’s financial records.
- RMA Processing Screen: Gives you a centralized view of all RMAs, making it quick to create a new one.
- RMA Tab on a Service Ticket: Handy when the return is part of a bigger service engagement.
- Product > More > Enter RMA: The most detailed method, letting you attach specific product details (like description, SKU, etc.) to the RMA record.
Filling Out the RMA Record
When you’re creating an RMA, make sure all the fields are filled out correctly. Some fields will auto-fill, but others need manual input. Key fields include:
- Returned By Pod: The customer returning the product.
- Purchased From Pod: The vendor the product was originally bought from.
- Warranty Vendor Pod: The vendor responsible for the product warranty.
- Repair Vendor Pod: The company handling any repairs.
- Shipping Information Pod: Details for shipping products back to customers after processing.
- Internal Notes: Add any special handling instructions or relevant comments.
- Closing Notes Pod: Document the resolution, whether the product was replaced, refunded, or repaired.
Managing the RMA Process
Use the RMA Status, RMA Action, and RMA Disposition dropdowns to track the return’s progress. Update the status as it moves through each step and mark it as “closed” once it’s done to keep your records accurate.
Important Notes About RMAs in ConnectWise PSA
- One Product per RMA: Each RMA record is for a single product. For multiple products, create separate RMAs.
- Inventory Adjustments: Since RMA processing doesn’t link directly with the Inventory Module, manually update your inventory for any returned items coming back into stock.
Keep Calm and RMA On!
Managing RMAs doesn’t have to be a headache. ConnectWise PSA’s RMA Processing feature makes tracking product returns, replacements, and repairs simple. By setting up the necessary tables, properly completing RMA records, and staying on top of statuses, you can streamline your workflows and reduce your reliance on spreadsheets and manual tracking.
Ready to optimize your RMA management in ConnectWise PSA? Contact Pivotal Crew today and take control of your returns process!