Return Order (RMA) Receiving Process in Microsoft Dynamics AX

Photo of a womans hands taping up a cardboard box, can be used for removal or logistics related themes.

Jon Snow, Emmet from the Lego Movie, and sales return orders (RMAs). What do they all have in common? They’re the red headed stepchildren of their respective universe. This isn’t a Game of Thrones or Lego Movie blog, so we’ll keep our focus on RMAs and give them their due. It’s not that RMAs are mistreated or unwanted, there’s just so much energy and time dedicated to everything that happens before that. The consultants and client are just tapped out! I hope this post gives you a little more confidence with RMAs as well as some tips and tricks.

For RMA entry, I strongly recommend to use the Find sales order button, or as I like to call it the binoculars button (sorry New AX – AX 7 users, you won’t get the cool pictures). The form the user is presented with gives him/her many ways to search for the items the customer wants to return. Original sales order number, Item number, and Invoice are all available, and the customer usually has one of those pieces of information. Then, all the user has to do is pick the line(s) to return. All of the pricing information from the original sales order is copied into the RMA. There is no need to look up the original sales order, and we lower the chance for entry errors.

Another big advantage to the Find sales order button is an error message to the user if the customer is attempting to return more than the quantity they originally ordered. It’s not that the customer is trying to circumvent the system, as two different people at the customer might call one person creating the RMA. Below is the Find sales order form, and the error message if the user tries to return more than the original quantity ordered.



As we move along, a quick side note on standard AX and I.B.I.S.’ internal IP, Advanced Supply Chain Software™ (ASCS). Standard AX does not offer a RMA workflow out of the box. ASCS does, and it works just like the workflow engine used with purchase requisitions or purchase orders.

Once all the lines are on the RMA, the user will generate paperwork to send to the customer. This paperwork typically goes into and/or outside of the box the customer is going to ship. Once that box completes its journey and arrives at the warehouse, the new warehousing functionality takes over. You can configure that material to go to an inspection/quarantine warehouse location, or that material can go right back to its standard warehouse location. Dealer’s choice!

A common scenario I incur is “Kyle, what happens to the RMA if the customer returns less than what they said they were going to?” In this scenario, the warehouse worker will complete their steps per the standard business process, and the system will take care of the rest. In the below example, the customer said they would return a quantity of five, but the box only had a quantity of three (a quantity of two is outstanding). As you can see, AX keeps the original line, reduces the quantity, and updates to the proper status. AX then creates a new line with the outstanding quantity. If the customer is going to send that quantity of two, we’ll leave the RMA be and go through the same process upon receipt of shipment two. If the customer is not going to send that quantity of two, delete the line and process through to invoicing. Congratulations, RMA, you’ve earned the title of Master Builder, now take your seat on the Iron Throne!


This resource has been provided by I.B.I.S. Inc.'s DynamicsCare product experts.

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Kyle Andrich

Article written by

Consultant Kyle has worked with Microsoft Dynamics AX for over 3 years. Prior to working with I.B.I.S., Inc. he worked in the entertainment industry with all of those years related to ticket sales and customer service management. His consulting focus is with trade and logistics. He lives in Atlanta, Georgia and believes college football season is the most wonderful time of the year!

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