How do ya'll handle Returns. How do you issue RMA numbers and keep track of them so that when the return comes in you remember the issue? Is there a way to keep track of this in or quickbooks?

We reference the original order number and since we don't get a lot of returns (less than 1 every 2 months on average) it keeps it simple - all associated paperwork is kept with the original order.

So, if the original order number is 1234, then the return is 1234RA, and if a replacement is needed it ships on 1234REPL.

I would imagine you can use this w/quickbooks, not sure.

We started issuing RMA numbers with a date and sales associate association. For example, if someone calls today, I would give them the number 050405-P1.

The numbers refer to the year (05), the month (04), the date (05), then the first initial of the associate's name and the RMA sequence.

We had to switch to this method for two reasons:

1. It keeps track of when the customer received "permission" to return the items. We've had customers call in for RMAs and then keep the products for six months after that. This tells us the exact date they called in.

2. We know who authorized the return. We know exactly who to go to when there's a problem.

Further, we keep a log of RMAs. In the log we write exactly what will be returned and why. Believe it or not, customers have called for an RMA on one product and then returned a different product. For example, we don't take returns on opened CD-ROMs. They get the authorization number for a returnable item, and then switch it for a nonreturnable item. People can be sneaky.

Our main product is shoes so we get quite a few returns. We created a customer category called "returns" in order processing> order status editor.

We find the order number & then move the order to the returns category. Use the admin notes to record return authorization numbers (date). This creates an active file of returns that is easily spotted in the order reports and keeps the process paper less.

We have added several custom order status categories .... and are finding this to be an amazing "filing" system. We have other categories for things like customers waiting for specific styles of shoes & waiting for customer email replys .... so far we are able to keep track of all order scenarios with this handy feature.

Thank you all for your help. I really appreciate the advice.

What do you do if they only return part of the order?

What an awesome system. I might have to steal this...

A lot of our returns are partial returns. The customer buys extra sizes, with the intention of returning some. Many of them call about returns & we locate the order, put it in return file. When we receive the return, we just delete the returned product from the order, (record on admin notes) & then move the order back to "complete". This active return file really helps us keep track of what's coming in. We noticed one return that we hadn't received, emailed the customer & they responded "oh, one of my friends bought them" but by having them in the active return file, we stayed on top of the order & would know if the return shipment had been lost. Plus you can email the customer right there in the file .... way easier than going to "mail room". It's also helping us keep up with size switches. We often ship out another size before we get the return ... customer wants shoes ASAP. We charge their card for the 2nd pair & wait for return & then credit the card. This order stays in "returns" until we get shoe .... makes it really easy to locate cc #.

We've only been on line with the new web site for about 10 days ..... we've had 4 returns so far ... there's one sitting in the active file right now. This feature is also a great "wait list" for orders on out of stock styles. We got in a shipment today & went right to the file, pulled 4 orders waiting on those shoes, & shipped them.

Just wanted to say that I am extremely pleased with the order management capabilities in the . We ship from 4 different retail locations and have an integrated POS. But it was a lot harder to keep track of all of the different orders ... so far this is working out very well.

Sharon