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Customers return stock for many reasons and your responses are varied - however there is normally a returns process and rules to be followed.

The Return Authorisation/wiki/spaces/SI/pages/33054938 process is configurable to suit your business.  You may organise a return courier, want only photos or expect the product to be available for a representative to pick up and inspect.  While we configure to suit your rules, there are a number of commonly used features:

1. Link to the last order for the product involved using Article and Batch number or serial number if available
   1. Used to price a credit if required based on the original order value
2. Return Reason captured (configurable)
   1. Normally include Damaged, short dated, customer rejected etc.
3. Return Actions (configurable and can be based on return reason)
   1. Normally include Return for inspection and credit, replacement, swap with alternative item, credit without return, send replacement until repaired, etc
4. Linked Replacement Order
   1. If a replacement or alternative item is to be provided an order will be required with shipping charges if appropriate so it can be picked/packed/shipped
5. Return Inspection/wiki/spaces/SI/pages/33055152
   
   1. When an item is returned the inspection can be captured including photos and comments to assist with credit decisions.
   2. Inspected items can be stocked, scrapped or returned to customer.
6. Repair process
   1. For products being repaired and returned to customer or stock.

See Managing Returns/wiki/spaces/SI/pages/33055154 for an overview or Managing Perishable Item Returns for detailed flows involved with perishable item returns and for clothing see Returns or replacement of unsold clothing seasons.