1. Openbravo QuickStart 2
User Manual
Chapter 05 – Customer
Return to Credit
v2.0.1
Permission is granted by Openbravo, S.L.U. to Openbravo Business Partners to modify (including adapt,
translate and/or extend) and reproduce this work for internal purposes, and reproduce and distribute the
original or adapted work to their clients having an active subscription to the Openbravo Professional Edition,
provided such clients are under obligations of confidentiality towards the Openbravo Business Partner and may
not redistribute the work to third parties. All other rights are reserved.
Introduction .................................................................................. 1
Abstract Business Process ............................................................. 1
Roles Involved ............................................................................... 2
Configuration ................................................................................. 2
Storage Bins .................................................................................. 0
Step-by-Step.................................................................................. 3
Return Merchandise Authorization (RMA) ........................................... 3
Receive Returned Product ................................................................ 5
Inspect ......................................................................................... 7
Store ......................................................................................... 7
Refurbish.................................................................................... 7
Dispose ...................................................................................... 8
Credit Customer ............................................................................. 8
Pay Off Customer ......................................................................... 10
Accounting ................................................................................... 10
Configuration ............................................................................... 10
Posting of the Sales Invoice ........................................................... 11
Allow Negative = Y .................................................................... 11
Allow Negative = N .................................................................... 11
Introduction
This workflow manages the return of goods from a customer that results in additional
credit to that customer:
• Authorization of returning a product
• Receive and handle the returned product
• Credit the customer and manage the pay off or settlement
Abstract Business Process
The abstract customer return to credit process is defined by the following diagram:

2. The following sub-processes form it:
• Return Merchandise Authorization (RMA) - authorize the return of a product
• Receive Returned Product - receive the product into the warehouse
• Inspection and depending on the outcome:
◦ Store the product
◦ Dispose the product
◦ Refurbish (Repair) the product
• Credit Customer - credit the customer with the value of the returned product
• Pay Off Customer - manage the reimbursement or settlement
Roles Involved
The following roles are involved with this process:
• Finance - this role authorizes returns and credits
• Material Management - receive the product and handle it appropriately within
the warehouse
Configuration
Before this process can be used, the following elements need to be configured first:
• Specific Storage Bins that can hold:
◦ Recently received items
◦ Items waiting for refurbishing
◦ Items to be thrown away (disposed)

3. Storage Bins
Please see Wall to Wall Accuracy Count chapter for more information on how to setup
warehouses and storage bins. Normally three separate bins should be configured for
storing returned items:
1. a bin for recently returned items waiting for inspection
2. a bin for items pending to be refurbished
3. a bin for items pending to be disposed of
Name bins that store returned items in a very clear manner and be careful not to ship
from there because these bins contains items that are supposed not available. Be careful
also when looking at available quantities, because this material is included in the
aggregate availability.
Here is an example of a configuration:
Step-by-Step
Return Merchandise Authorization (RMA)
The Finance role should be used.
When a customer requests a product to be returned, the finance department must
record and authorize this request. In Openbravo, this is done using the standard Sales
Management || Transactions || Sales Order window. Create a new header with the
Business Partner it applies to:

4. Fields to note:
• Description - enter a reason for the return of this particular merchandise
• Transaction Document - a Standard Order should be used for RMA documents.
Note: Do not use the Returned Material transaction document.
• Business Partner - the customer that is returning the item
• Invoice Terms - After Delivery should be used which means the customer will
get credited for returned items once the goods are received back into the
warehouse
• Warehouse - select the correct warehouse which contains the bin where
returned items are stored
• Order Reference - if possible enter the number of the original order that
triggered the delivery of this item
• Sales Representative - the person who authorized a return
Then, move to the [Lines] and enter the products that are being returned. Create a line
for each product that is returned, entering the quantity in negative:

5. Fields to note:
• Product - select the product that is being returned
• Attribute Set Value - enter or select an attribute in case the product supports
them as an additional description
• Ordered Quantity - enter the quantity being returned in negative
• Unit Price - make sure the price here is the one that will be used to credit back
the customer
Complete the document back in the [Header].
Note: In case a whole order of several items has been returned, the use of the Copy
from Order button that copies all lines from the selected order to the current ones might
simplify the entering. However, keep in mind that you still need to go through all the
lines and make the amounts negative.
Receive Returned Product
The Material Management role should be used.
Once goods have been received to the warehouse, use the Sales Management ||
Transactions || Goods Shipment window and create a new record for the Business
Partner that has sent the returned items:
Using the Create Lines From button, find and select the RMA document (see Order
dropdown and look for pending items for shipment for that particular business partner
that have negative amounts) and check off all the items that have been received:

6. Fields to note:
• Business Partner - this will be automatically preselected according the the
Business Partner you have entered in the header of the document previously
• Order - list of pending orders from that specific business partner to be sent or
returned, look at the lines with negative amounts
• Warehouse Position - select the storage bin where returned items should be
stored
Go to the [Lines] and double check that they correspond exactly to the items actually
returned:
Complete the document back in the [Header].
Use the Warehouse Management || Analysis Tools || Product Movements report
to make sure the transaction was done correctly. For example:
You can also take a look at the Warehouse Management || Analysis Tools || Stock
Report to see current status of the inventory of products.

7. Inspect
There is no process within Openbravo that specifically supports inspecting the received
items and recording their state. As a workaround, the Goods Shipment document
discussed previously has Description fields that can be used to add details on returned
items. Moreover, by placing them in a specific storage bin dedicated to items pending to
be inspected, they are kept separately and can this way be tracked.
Once the goods have been received and inspected, they will normally follow one of the
paths:
1. be stored back into the normal warehouse if the goods are good to be sold
again
2. be thrown away if they cannot be used again
3. be refurbished (repaired) and then stored back into the normal warehouse to
be sold again
Regardless of the case, the Wall to Wall Accuracy Count chapter discusses documents
required to support these processes so please see that chapter for more details on how
to create individual documents.
Note: After each of these processes, we recommend you check the Warehouse
Management || Analysis Tools || Stock Report that is available to the Material
Management role. This way you can double check what the current status in the
warehouse is.
Store
The Material Management role should be used.
In order to store the returned item(s) and enable them to be sold again, use the
Warehouse Management || Transactions || Goods Movement document to move
them from the Returned bin to the standard warehouse location where these items are
stored. Please refer to the Wal to Wall Accuracy Count chapter for details on how to use
this document.
Refurbish
The Material Management role should be used.
Openbravo does not support any specific documents to record the refurbishment.
Instead, this process is done in two steps:
1. Mark the goods as ones to be refurbished by moving them to a specific "To be
refurbished" storage bin using the Warehouse Management || Transactions
|| Goods Movement document
2. Once the items are refurbished move them back to the standard warehouse
location using the Warehouse Management || Transactions || Goods
Movement document from where they can be sold again.
Please refer to the Wall to Wall Accuracy Count chapter for details on how to create
the Goods Movement documents.

8. Dispose
The Material Management role should be used.
If items that have been received back need to be disposed, follow the two steps:
1. Move the returned items into a specific "Dispose" bin using the Warehouse
Management || Transactions || Goods Movement document
2. After they have been physically thrown away, enter a Warehouse
Management || Transactions || Physical Inventory document to set their
stock level to zero.
Please refer to the Wall to Wall Accuracy Count chapter for details on how to create
the above documents.
Credit Customer
The Finance role should be used.
In order to enter credit to the customer that has returned the merchandise, use the
Sales Management || Transactions || Sales Invoice document to create a new one:
Fields to note:
• Business Partner - select the Business Partner to be credited
• Transaction Document - select the AR Invoice one. Note: Do not use the AR
Credit Memo transaction document!
• Payment Terms - select Immediate since money is owed to them starting from
that moment
Then, click the Create Lines From button in order to select the previosly created
Goods Shipment that recorded the returned items and select all items to credit:

9. Fields to note:
• Business Partner - this will be automatically preselected according the the
Business Partner you have entered in the header of the document previously
• Shipment/Receipt - select the negative shipment that recorded the receipt of
returned items
Complete the document back in the [Header].
To see the customer's credit, use the Master Data Management || Business Partner
window and look at the [Customer] tab, Credit Used field:
The negative number in the Credit Used field indicates that we owe money to the
customer and not the other way around.

10. Pay Off Customer
As a result of completing a Sales Invoice document with negative amounts, a payment
plan (Accounts Receivable) is generated.
However, this receivable has a negative amount indicating that we owe this money
despite it being a receivable.
There are two options of compensating the customer now:
1. The amount could now be paid back directly to the customer using a Receive
Payment.
2. This amount could be settled with one of the future sales invoices issued to the
same customer by selecting both as details of next Payment Receive.
For more information on the above document please see the Collection and the
Supplier Payment Management chapter.
Accounting
Configuration
The Company Admin role should be used.
Apart from the regular configuration of accounting for business partner and products,
there is another setting that affects the posting of negative amounts. Navigate to the
Financial Management || Accounting || Setup || Accounting Schema and select
the schema used. Find the Allow Negative checkbox:

11. If this is NOT CHECKED, negative amounts will be posted as positive but will switch the
credit/debit side. If this box IS CHECKED, then negative amounts will be posted as
negative to their originally configured credit/debit side.
Posting of the Sales Invoice
The Finance role should be used.
Allow Negative = Y
When the Sales Invoice is posted with the Allow Negative setting of the Accounting
schema switched ON, the posting to the general ledger is done this way:
Allow Negative = N
When the Sales Invoice is posted with the Allow Negative setting of the Accounting
schema switched OFF, the posting to the general ledger is done this way: