Reverse Logistics Checklist

Confirm warranty window, customer PO, original ship date, and any restocking-fee terms before authorizing. Pull the original sales order from the ERP (NetSuite, Epicor, Dynamics) and check whether the part is on a non-returnable list — custom builds and PPAP-locked parts are common gotchas.

Record the serial or lot/heat number from the customer so traceability links back to the original work order, raw material lot, and any open NCRs. Without this link the inbound inspection cannot be tied to a supplier or process root cause.

Lithium batteries, aerosols, solvents, and many finished assemblies that contain them are DOT-regulated under 49 CFR. A hazmat-trained shipper must verify UN number, proper shipping name, and packing group before any return label is issued — carriers refuse non-compliant shipments and the liability follows back to the manufacturer.

Issue compliant shipping papers (UN number, proper shipping name, hazard class, packing group), apply correct labels and placards, and confirm packaging meets UN spec. The hazmat-trained employee on file (172.700) signs the certification — a missing signature is a roadside-inspection citation.

Send the RMA packet to the customer: RMA number, ship-to dock address, packing instructions, and the printed label or BOL. Set RMA expiration (commonly 30 days) so abandoned RMAs don't stay open forever in the queue.

Stage in the segregated returns area, not general receiving — returns must not commingle with active production or finished-goods inventory before disposition. Match the inbound carton against the open RMA in the ERP.

Note any short-ship or visible damage on the BOL before the driver leaves and photograph the pallet on the truck. Concealed damage claims later require this evidence.

Capture as-received photos before any handling. Six angles minimum plus close-ups of the failure mode the customer described. These photos drive the supplier debit, the carrier claim, and the NCR if one is opened.

Quality runs the inbound inspection plan — visual, dimensional on critical features, and functional test where applicable. Verify the customer's stated failure mode is reproducible; many returns inspect-pass and become customer-education or specification issues rather than defects.

Log the non-conformance in the QMS (ETQ, Qualio, MasterControl) with the lot/serial captured at intake. Tag the NCR to the originating work order and supplier so trend analysis catches systemic issues before the next shipment goes out.

Material Review Board (MRB) or designated quality engineer assigns disposition based on the inspection result. Customer-specific PPAP and AS9100 / IATF 16949 requirements often forbid restocking certain return categories — check the customer's quality flowdown before defaulting to restock.

Re-label with original part number and current rev, verify packaging is sale-grade, and put-away to the FG bin. If the rev has advanced since the part shipped, route to engineering for a re-rev decision before restock.

Generate a rework work order with a dedicated traveler that lists the failure mode and the rework instructions. Reworked parts get re-inspected per the original final-inspection plan, not waived through.

Issue the return-to-vendor PO with the original PO reference, NCR number, and supplier debit. Track the supplier's credit memo against the open RTV until closed — uncollected RTV credits are a common quiet leak in supplier scorecards.

Post the inventory move and reverse the cost of goods sold on the original invoice. Finance reconciles the customer credit and the inventory adjustment monthly — variances flag here when the inventory transaction was missed.

Move scrap with hazardous characteristics (universal waste batteries, solvent-soaked rags, e-waste with CRTs) to the satellite accumulation area. VSQG, SQG, and LQG generators have different accumulation-time and labeling rules — confirm your site's status before the 90/180-day clock starts.

Use a recycler on the approved vendor list with current EPA ID and downstream-vendor audit on file. R2 or e-Stewards certification matters for electronics; without it the chain-of-custody breaks and CSR / conflict-minerals reporting can't be defended.

Submit the manifest through EPA's e-Manifest system after the transporter signs. Match against the signed copy returned from the TSDF — if the TSDF copy doesn't return within 35 days (45 for rail), file an exception report.

RCRA requires manifests, LDR notifications, and biennial reports to be kept three years minimum; some state programs require longer. File in the EHS document control system (Cority, Intelex, VelocityEHS) and link to the RMA so the chain is reconstructable in an audit.

Send the inspection summary, disposition, and refund or credit timing. Customers who don't hear back within a week of receipt are the most common source of escalations to the sales team — beat the escalation by setting an SLA-driven update.

Apply restocking fees per the original sales-order terms. AR posts the credit memo against the original invoice so DSO and aging reports stay clean.

Tag the customer record and the SKU with the standardized reason code from intake. Reason-code consistency is the single biggest lever on Pareto analysis at the monthly review — free-text fields kill the trend signal.

Operations manager reviews return rate by SKU, average cost per return, and RMA cycle time (intake to credit). Pareto the top reason codes and flag any SKU exceeding the site's return-rate threshold for engineering review.

When the same reason code or supplier shows up across multiple RMAs in the period, open a CAR in the QMS with 5-why and PFMEA review. Effectiveness verification (defect-free run for an agreed cycle count) closes the CAR — not just operator retraining.