Operations - Managing a Goods Return to a Supplier

Inspect received goods against the PO and delivery note immediately. Photograph defects, damage, or discrepancies before moving goods.

Record the discrepancy against the PO and delivery note in the job record - quantity affected, nature of defect or error, full or partial delivery.

Notify the supplier in writing same day or within the agreed claim window (24-72 hours for transit damage). Include PO number, delivery note reference, description, and photographs.

Request a written Return Merchandise Authorization (RMA) number before returning any goods. Do not dispatch until RMA is confirmed in writing.

Hold goods in a designated returns area, labeled with PO number and RMA number. Do not allow re-entry to usable stock.

Arrange return shipping with RMA number marked on outer packaging. Retain tracking reference and signed carrier receipt as proof of dispatch.

Confirm supplier receipt in writing. Send tracking confirmation and request written acknowledgment that goods have been received and inspected.

For credit note: verify amount matches agreed value. For replacement: receive, inspect, and complete three-way matching before approving the supplier invoice.

Verify credit note amount, reconcile against original PO and delivery note in accounting, and update the job record if the cost had already been captured.

Returned goods go back to the supplier without a formal RMA, then a dispute arises about whether they were received - with no tracking reference to prove dispatch.

Credit notes arrive weeks after the job closes and are never matched to the original purchase order, leaving the cost overstated on the job record indefinitely.

Defective goods sit in a corner with no one tracking the return status, chasing the credit, or preventing the same stock from re-entering the fulfillment process.