ERP integrations allow you to track the entire RMA life cycle between your ERP and Returnly. This integration is integral to ensuring a compliant sales auditing process for your organization.
Returnly uses an event-based approach when notifying other systems about RMAs. These events are exposed via webhooks which are described here. For more information on getting started with Returnly webhooks please reference our documentation. (Please note: Your Returnly plan needs to include API access for this feature to be available. If you have questions about your plan please reach out to your Returnly Account Manager).
Although sales auditing processes vary by organization, generally, there are five events that are most relevant for enabling a complete ERP integration with Returnly.
This event indicates the shopper has been authorized to make a return. The authorization process can be done programmatically via business logic configured in Returnly or it can be done manually by a customer service representative (CSR) on your team. This event should be used to create return authorization against the original sales order within your ERP.
This event indicates that the return package has been delivered to your receiving location. It does not indicate that merchandise review and quality control has taken place. You should work with your warehouse to design a process outside of this integration to ensure proper intake steps are taken.
This event indicates that the merchant has updated the item quantities to reflect what was included in the return package. In some cases, shoppers will return a different number of items compared to what was included in the initial RMA. In these instances, the CSR has the ability to manually adjust the RMA to reflect the true state of the merchandise.
This event indicates that the return has been refunded. After the return is successfully processed, Returnly will programmatically generate a refund via the POST refunds API and this event will be dispatched to indicate a refund against your ERP’s return authorization.
This event indicates that the return has been cancelled. In some cases, it’s necessary to cancel the entire RMA, for example, in cases of attempted fraud. This event will ensure your ERP closes the return authorization.
It’s important to note that business requirements for sales auditing vary by organization so the above integration approach may not be sufficient. Please consult with your accounting team internally to determine the right implementation approach for your organization.