Hi everyone! Would love input on how people handle this scenario: Sales order has 3 units of Item ABC We fulfilled the order We find out the warehouse actually sent them 3 units of XYZ so we want to do an exchange How do we handle this on the RMA? The item fulfillments are erroring because the customer is actually sending back 3 units of XYZ but the RMA is created off the sales order for 3 units of Item ABC

@Jackie Yang I don't think there is really a great way to handle this. Probably inventory adjustments after the fact. I'd recommend focusing on the shipping process so items can be scanned at time of shipping. If the order is for ABC and someone picked XYZ, it should get stopped before the fulfillment goes out. Trying to fix it on the return side because more labor intensive. I could think of some custom scripting where you'd define the "correct" item in some custom field and on save of the return, the adjustments get done automatically...but that's still a band-aid. I'd try to stop the bleeding upstream. Good luck!

Create an RMA for the original item (ABC) that was incorrectly fulfilled. Even though the customer is returning a different item (XYZ), receive it against the RMA for ABC. Adjust Inventory for XYZ was sent instead of ABC. Create a New Sales Order for the correct item (ABC) at no charge, indicating it's an exchange. Fulfill the New Sales Order Close the RMA once the exchange is complete and the customer has received the correct item