How to Complete Return

Last reviewed: June 9, 2026

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Use this workflow to receive returned quantities against an authorized RMA.

When to use this workflow

Use this workflow when returned goods have arrived and need to be recorded against an RMA.

Before you start

Confirm:

The RMA is authorized.
The returned quantities have been physically counted.
The lots on the returned goods match the RMA lines when applicable.
Any restocking fee percentage is approved.
You know whether a partial return should remain open or close with received quantities.

Steps

Go to Dashboard > Shipping & Receiving > Returns.
Select Open Returns.
Search for the RMA if needed.
Select View or Complete.
Review invoice, customer, order, RMA date, and reason.
Review return lines.
Enter Qty to Receive for each line.
Enter Restocking Fee percent if applicable.
Select Complete RMA.
If PAX shows the partial return prompt, choose the correct partial action.
Review the completion message and credit memo behavior.

Partial returns

If received quantities are less than the remaining authorized quantities, PAX asks how to handle the RMA:

Option	Use when
`Keep Open for More Items`	Some returned items arrived now, but more authorized items are expected later.
`Close with Received Qty`	The return should be closed using only the quantities received. Unreceived authorized quantities are removed from the RMA.
`Cancel`	Stop the completion action and return to the RMA detail.

Restocking fee

Restocking Fee is entered as a percent. PAX displays the fee amount and net credit calculation on the screen.

The restocking fee is applied when closing the RMA. The keep-open partial receipt path records received quantities and leaves the RMA authorized for remaining items.

What happens behind the scenes

PAX validates received quantities and prevents cumulative received quantity from exceeding authorized quantity.

When the RMA is closed, PAX updates RMA lines to the received quantities, marks the RMA Completed, stores completion user and time, and stores restocking fee details when applicable.

Return completion automation handles revenue reversal GL, inventory restoration, customer credit behavior, and invoice return adjustments. If the original invoice is Paid or Partially Paid, PAX records return credit behavior for the customer. If the invoice is unpaid, the return reduces accounts receivable.

When a keep-open partial receipt is saved, PAX records received quantities and posts the received portion while leaving the RMA in Authorized status for later receipt.

If a closed RMA completes successfully, PAX opens or makes available the credit memo PDF.

Troubleshooting

Cannot receive more than authorized quantity

Likely cause: The entered quantity exceeds the remaining authorized quantity for the RMA line.

Safe fix: Reduce Qty to Receive to the physical quantity received, up to the remaining authorized amount.

Contact support if: The authorized or previously received quantity appears wrong.

Cannot close an RMA with no received quantities

Likely cause: Closing requires at least one received quantity.

Safe fix: Enter the received quantity, or leave the RMA open until goods arrive.

Contact support if: PAX blocks completion after valid quantities are entered.

Delete RMA is blocked

Likely cause: The RMA is completed or already has posted receipt quantities.

Safe fix: Contact the appropriate accounting or operations lead. Posted return effects should not be bypassed.

Contact support if: An unposted authorized RMA cannot be cancelled.