Simplify the returns process, provide a better customer experience

What is NetSuite Returns Management?

The returns management capabilities within NetSuite Order Management simplify the returns process and increase profitability by ensuring items are immediately returned to inventory and available to sell. With it, companies can accept returns from all channels, complete exchanges, manage the credit and how the return will be handled and set returns process rules. NetSuite eliminates common points of failure with disparate systems, ensuring that returns are managed accurately and saleable items make it back into available-to-promise (ATP) inventory without delay.


Grow Customer Loyalty

Use the returns experience as an opportunity to increase customer loyalty by providing an intuitive, simple experience and provide consistent communication throughout the process.


Real-time Visibility

Share information on returns, exchanges, warranty claims and repair throughout the organization. Customer support staff can track issues with NetSuite case management capabilities, send automatic updates and provide the latest information upon request.

NetSuite is the perfect convergence point for different datasets. We're able to see customer interactions, the status of order lines, inventory detail and shipment information at-a-glance from a single application.

Josh Messerschmitt
Director of IT infrastructure, LovelySkin

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NetSuite Returns Management Benefits


  • Save the Sale. Customer service reps have all the information and inventory visibility they need to offer alternative products and fulfillment options to convert returns into exchanges.
  • Return Anywhere. Deliver efficient, consistent return and exchange experiences across all selling channels with a single, unified system.
  • Increase Inventory Turn. Make items returned in store available inventory across all channels after a quick inspection to eliminate delays caused by shipping returned items back to the warehouse and to minimize obsolete inventory.

NetSuite Returns Management Features

With user-controlled rules that enable a business to accept returns across all channels, fulfill exchanges and manage the credit process, NetSuite facilitates a simple, painless returns experience for customers.

Return Merchandise Authorization Management

Easily turn a situation consumers often dread into a positive experience with an efficient process that uses case management to give everyone the latest information. From the moment a customer first contacts you about a return, they receive status updates via email and access to a portal where they can provide any additional information, if necessary.

Return Merchandise Authorization Management dashboard on NetSuite.

Warranty & Repair

Define different warranty profiles including type of coverage, start date, time period and more, then apply those warranties to specific products. Depending on the criteria, NetSuite can automatically generate the warranty registration upon shipment or delay it until the end user completes an online form or returns a card for manual processing. Should a product need to be repaired, that entire process can be managed within case management and work orders to receive, repair and replace the unit while keeping customers updated on the progress.

Warranty & Repair dashboard on NetSuite.

Customer Refund Management

Once a return material authorization (RMA) number has been assigned to an order, it's critical to identify and execute the next steps, whether they be to advance ship a replacement, ship upon return, return for investigation/repair or issue a refund. In all cases, NetSuite will walk you through the steps required to ensure the right outcome. When refunds are necessary, NetSuite makes it easy to process and submit them in the form of a check or credit card refund.

Customer Refund Management dashboard on NetSuite.

Challenges NetSuite Returns Management Solves


  • Obsolete Inventory. Returned items are immediately returned to inventory so they can be sold again before they decline in value and become obsolete.
  • High Return Costs. With insight into company-wide inventory availability, customer service and sales reps can offer buyers alternative products, styles, sizes or colors to replace the purchased item instead of a return.
  • Limited Visibility for Customer Service. A claim or return links the customer, purchase and item with the claim in NetSuite, providing customer service reps with all relevant information.

How Much Does NetSuite Returns Management Cost?

Business of every size, from pre-revenue startups to small and mid-size business have made the move to NetSuite. Looking for a better way to run your business but wondering about the cost?

Users subscribe to NetSuite for an annual license fee. Your license is made up of three main components: core platform, optional modules and the number of users. There is also a one-time implementation fee for the initial set up. As your business grows, you can easily activate new modules and add users — that’s the beauty of cloud software.

Order management capabilities are included with the NetSuite platform license.

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