Returns Management

Flxpoint lets you track customer returns from your sales channels and create return merchandise authorizations (RMAs) for your suppliers. Managing returns and RMAs is a manual process today — automation is not available.

• Track customer returns — record and monitor returns coming back from your sales channels, with status, dates, and reference numbers.
• Create supplier RMAs — generate a return merchandise authorization so the supplier accepting the return knows it is coming.
• Record refunds and credits — capture the refund owed to the customer and any source credit, then sync them when you are ready.
• Log return shipments — add carrier and tracking details for items being sent back to the supplier.

Anatomy of a return

Open a return (Orders → Returns) to reach the Returns Overview page, then click a return for the expanded view. Every return has three key elements:

The Returns Overview page shows a snapshot of each return (status, approval and shipment progress, request date, return and order reference numbers, line item and RMA counts, and total cost). Use the left panel to filter by return status, shipment received status, RMA status, channel, or source, or to bulk Export selected returns.

Creating a return and RMA

Click Create Return in the Returns section of the order. A guided pop-up walks through three steps:

1. Create Return — select the items and return quantity, choose the Return Destination (the supplier accepting the return), pick a Return Reason and Condition, and enter the Item Refund plus any Refund Adjustment. Optionally apply the total refund to the Channel Invoice.
2. Create RMA — confirm the Return # and Request RMA #, verify the return destination, enter the Return to Address, add an optional note, set Approve RMA? if you want auto-approval, and adjust the Credit Adjustment if needed.
3. Completion — the return and RMA are created. Click View Return to open it. No refunds or source credits are processed at this point.

If you already created a return and need another authorization, create the RMA independently: Orders → Returns → select the return → Create RMA.

Return field options

Use the Actions menu at the bottom right of a return or RMA.

• Return actions — Close Return, Cancel Return, Edit Return, Sync Refund, Re-Open Return, Un-Cancel Return.
• RMA actions — Approve RMA, Deny RMA, Edit RMA, Void RMA, Cancel RMA, Sync Credit.

RMA processing strategies

Flxpoint supports four RMA processing flows so you can match how you and your vendors actually handle returns. Set auto-processing globally at Orders → RMA Strategy (AUTO PROCESS RMAs), and override per source under that source's RMAs section (Use Global RMA Strategy, Auto Process, or Do NOT Auto Process).

RMA statuses: Waiting, Processing, Processed, Approved, Partially Approved, Denied, Voided, Canceled.

A return shipment records tracking for items you are sending back to the supplier. In the return, add a shipment with:

Common issues

Returned order still shows Not Refunded in the sales channel or vendor store. Flxpoint records the refund on the return but does not push the financial refund to your sales channel or to the vendor automatically. Issue the customer refund in the sales channel, and use Sync Refund / Sync Credit in Flxpoint to record it. There is no automatic vendor-refunded to channel-refunded sync.

Vendor was not notified after a partial cancellation or adjustment. Adjusting or canceling line items through Adjust FR/FO does not automatically send the vendor a separate cancellation notice. If the vendor needs to know, notify them directly, or rely on the RMA-available notification for the return itself.

An RMA shows no amount or is hard to tie back to an order. RMA amounts come from the return's line item refunds and credit adjustment. If an RMA has no amount, open the parent return to confirm the item refund and credit were entered, then edit the RMA. The return's order reference number links it back to the originating order.

Need to hold the refund until the customer's item physically arrives. Create the return and RMA but leave the RMA unapproved (do not check Approve RMA?). Approve it and run Sync Refund / Sync Credit only after the item is received and inspected. The module is manual by design, so nothing is refunded until you take these actions.

FAQs

Can I automate the returns process? Not at this time. Creating returns and RMAs is a manual process, and automation is not supported.

Does processing a return automatically process the refund? No. Creating a return or RMA does not process any refunds or credits. Use Sync Refund on the return and Sync Credit on the RMA, and issue the actual customer refund in your sales channel.

If a vendor refunds or cancels the order in their own store, does that sync back? No. Flxpoint syncs fulfillment, tracking, and inventory from source to channel, but a vendor-side refund or cancellation does not automatically surface in Flxpoint or push back to your channel. Confirming vendor-side refunds is currently a manual step.

How do I process a partial cancellation? Partial cancellations are handled through Adjust FR/FO on the order, where each line item shows Acknowledge and Cancel columns; enter the quantity to cancel. This is separate from a return: use a return/RMA when items are coming back, and Adjust FR/FO when items are simply being canceled before shipment.

Can I add more than one return on the same order? Yes. You can create a return for each order line item if needed.

Where do vendors see the returns that involve them? Inside the Vendor Portal, under the purchase order that originated the return. There is no standalone returns page; each return appears in the context of its PO along with its RMA(s).