↩️

Returnering og klager

returns supply_chain 🛡️ RLS Protected

Returforvaltning for kunder og leverandører, kvalitetskontroll, deponering og kredittering.

Fachliche Bestimmung: RMA-prosess (godtgørelse av returvarer) - kunder eller tjenesteleverandører melder returer. Systemet gir et RMA-nummer, fører lagerarbeideren gjennom kvalitet- og feilkontroll, bokser feilfri varer tilbake i lager og oppfordrer automatisk til å lage kredittkort eller erstatningsleveranser.

⚡ Arbeidsstrømme og livssykluser (2) 🗄️ Datamodeller & felt (5) 🔌 Startpunkter (UI og API) (40) 🛡️ Reglering og etterlevelse

⚡ Arbeidsstrømme og livssykluser

RMA-utkastsvurdering & oppføring `rma_workflow`

Fra returinnkomsten til den tekniske statuskontrollen til kreditt.

stateDiagram-v2 [*] --> REGISTER: RMA anlegen REGISTER --> RECEIVE: Ware trifft ein RECEIVE --> INSPECT: Qualitätsprüfung INSPECT --> RESTOCK: Ware einwandfrei -> Lagerzubuchung INSPECT --> SCRAP: Defekt -> Schrottbuchung RESTOCK --> SETTLE: Gutschrift auslösen SCRAP --> SETTLE: Kulanz- / Garantiegutschrift SETTLE --> [*]

1. REGISTER

Tilmelding om retur

kunde eller Inner Service melder om tilbakesending med grunn.

Aktionen: RMA-nummer

2. RECEIVE

Innsats og identifikasjon

Pakke møter i lager en, barkodeskanning av RMA.

Aktionen: Utøvelse av en kontrolloppgave

3. INSPECT

Statskontroll

Utprøving: Ny, brukt, reparasjonsbefordrende eller skrot

Aktionen: Dokumentere kontrollresultater

4. SETTLE

Utvikling

Tilbake i lager eller utbetaling av kreditt.

Aktionen: Utviklingen av kreditt

Tilbake `status:return_order`

Observativ tilstand (observativ_only).

1. draft

utkast

Status <unk>utkast <unk> av returmaskinen.

2. requested

anmodet

Status <unk>requested<unk> av returmaskinen.

3. approved

godkjent

Status <unk>godkjente <unk> av returmaskinen.

4. rejected

Avviset

Status <unk>avvist <unk> av tilstandsmaskinen retur.

5. in_transit

in_transit

Status <unk>in_transit<unk> av returmaskinen.

6. part_received

part_received

Status <unk>part_received<unk> av returmaskinen.

7. received

mottatt

Status <unk> mottatt <unk> av returmaskinen.

8. inspected

inspisert

Status <unk>inspektert<unk> av returmaskinen.

9. resolved

utgjørt

Status <unk>resolved<unk> av returmaskinen.

10. closed

lukket

Status <unk>klødd<unk> av returmaskinen.

11. cancelled

avlyst

Status av maskinens retur.

🗄️ Datamodeller & felt

ReturnLines return_lines RLS Aktiv

30 Feltet / kolonne

Tabelle return_lines

Feldname	Data-type	Tiltak	Schlüssel	Spesialdekst
`return_id`	`UUID`	Ja *	FK ➔ return_orders.id	Feld return_id
`position`	`INTEGER`	Ja *	-	Feld position
`stock_owner`	`VARCHAR(16)`	Ja *	-	Feld stock_owner
`product_id`	`UUID`	Nein	FK ➔ products.id	Feld product_id
`stored_article_id`	`UUID`	Nein	FK ➔ stored_articles.id	Feld stored_article_id
`asset_id`	`UUID`	Nein	FK ➔ assets.id	Feld asset_id
`invoice_item_id`	`UUID`	Nein	-	Feld invoice_item_id
`description`	`VARCHAR(255)`	Ja *	-	Feld description
`unit`	`VARCHAR(32)`	Ja *	-	Feld unit
`unit_price`	`NUMERIC(14, 2)`	Nein	-	Feld unit_price
`tax_rate`	`NUMERIC(6, 3)`	Nein	-	Feld tax_rate
`quantity_requested`	`NUMERIC(14, 4)`	Ja *	-	Feld quantity_requested
`quantity_received`	`NUMERIC(14, 4)`	Ja *	-	Feld quantity_received
`quantity_accepted`	`NUMERIC(14, 4)`	Ja *	-	Feld quantity_accepted
`from_location_id`	`UUID`	Nein	FK ➔ locations.id	Feld from_location_id
`tracking_codes`	`JSONB`	Ja *	-	Feld tracking_codes
`reason_id`	`UUID`	Nein	FK ➔ return_reasons.id	Feld reason_id
`condition_grade`	`VARCHAR(1)`	Nein	-	Feld condition_grade
`disposition`	`VARCHAR(24)`	Nein	-	Feld disposition
`disposition_location_id`	`UUID`	Nein	FK ➔ locations.id	Feld disposition_location_id
`disposed_at`	`DATETIME`	Nein	-	Feld disposed_at
`unit_cost`	`NUMERIC(14, 2)`	Nein	-	Feld unit_cost
`inspection_notes`	`TEXT`	Nein	-	Feld inspection_notes
`photo_document_ids`	`JSONB`	Ja *	-	Feld photo_document_ids
`child_return_id`	`UUID`	Nein	-	Feld child_return_id
`id`	`UUID`	Nein	PK	Feld id
`tenant_id`	`UUID`	Ja *	FK ➔ organizations.id	Feld tenant_id
`created_at`	`DATETIME`	Ja *	-	Feld created_at
`updated_at`	`DATETIME`	Ja *	-	Feld updated_at
`metadata`	`JSONB`	Ja *	-	Feld metadata

ReturnNotes return_notes RLS Aktiv

9 Feltet / kolonne

Tabelle return_notes

Feldname	Data-type	Tiltak	Schlüssel	Spesialdekst
`return_id`	`UUID`	Ja *	FK ➔ return_orders.id	Feld return_id
`author_id`	`UUID`	Nein	-	Feld author_id
`kind`	`VARCHAR(16)`	Ja *	-	Feld kind
`body`	`TEXT`	Ja *	-	Feld body
`id`	`UUID`	Nein	PK	Feld id
`tenant_id`	`UUID`	Ja *	FK ➔ organizations.id	Feld tenant_id
`created_at`	`DATETIME`	Ja *	-	Feld created_at
`updated_at`	`DATETIME`	Ja *	-	Feld updated_at
`metadata`	`JSONB`	Ja *	-	Feld metadata

ReturnOrders return_orders RLS Aktiv

46 Feltet / kolonne

Tabelle return_orders

Feldname	Data-type	Tiltak	Schlüssel	Spesialdekst
`rma_number`	`VARCHAR(64)`	Ja *	-	Feld rma_number
`kind`	`VARCHAR(24)`	Ja *	-	Feld kind
`status`	`VARCHAR(16)`	Ja *	-	Feld status
`channel`	`VARCHAR(16)`	Ja *	-	Feld channel
`public_token`	`UUID`	Ja *	-	Feld public_token
`customer_id`	`UUID`	Nein	FK ➔ customers.id	Feld customer_id
`supplier_id`	`UUID`	Nein	FK ➔ suppliers.id	Feld supplier_id
`contract_id`	`UUID`	Nein	FK ➔ contracts.id	Feld contract_id
`invoice_id`	`UUID`	Nein	-	Feld invoice_id
`work_order_id`	`UUID`	Nein	-	Feld work_order_id
`project_id`	`UUID`	Nein	-	Feld project_id
`rental_booking_id`	`UUID`	Nein	FK ➔ rental_bookings.id	Feld rental_booking_id
`ticket_id`	`UUID`	Nein	FK ➔ tickets.id	Feld ticket_id
`parent_return_id`	`UUID`	Nein	-	Feld parent_return_id
`policy_id`	`UUID`	Nein	-	Feld policy_id
`reason_id`	`UUID`	Nein	FK ➔ return_reasons.id	Feld reason_id
`reason_text`	`TEXT`	Nein	-	Feld reason_text
`resolution`	`VARCHAR(24)`	Nein	-	Feld resolution
`restocking_fee_percent`	`NUMERIC(5, 2)`	Ja *	-	Feld restocking_fee_percent
`credit_note_id`	`UUID`	Nein	-	Feld credit_note_id
`replacement_ref`	`VARCHAR(255)`	Nein	-	Feld replacement_ref
`repair_work_order_id`	`UUID`	Nein	-	Feld repair_work_order_id
`charge_invoice_id`	`UUID`	Nein	-	Feld charge_invoice_id
`credit_amount`	`NUMERIC(14, 2)`	Nein	-	Feld credit_amount
`carrier`	`VARCHAR(128)`	Nein	-	Feld carrier
`tracking_number`	`VARCHAR(128)`	Nein	-	Feld tracking_number
`return_location_id`	`UUID`	Nein	FK ➔ locations.id	Feld return_location_id
`pickup_address`	`TEXT`	Nein	-	Feld pickup_address
`risk_score`	`INTEGER`	Ja *	-	Feld risk_score
`risk_flags`	`JSONB`	Ja *	-	Feld risk_flags
`requested_at`	`DATETIME`	Nein	-	Feld requested_at
`approved_at`	`DATETIME`	Nein	-	Feld approved_at
`shipped_at`	`DATETIME`	Nein	-	Feld shipped_at
`received_at`	`DATETIME`	Nein	-	Feld received_at
`inspected_at`	`DATETIME`	Nein	-	Feld inspected_at
`resolved_at`	`DATETIME`	Nein	-	Feld resolved_at
`notes`	`TEXT`	Nein	-	Feld notes
`id`	`UUID`	Nein	PK	Feld id
`tenant_id`	`UUID`	Ja *	FK ➔ organizations.id	Feld tenant_id
`created_at`	`DATETIME`	Ja *	-	Feld created_at
`updated_at`	`DATETIME`	Ja *	-	Feld updated_at
`created_by`	`UUID`	Nein	-	Feld created_by
`updated_by`	`UUID`	Nein	-	Feld updated_by
`source_type`	`VARCHAR(32)`	Nein	-	Feld source_type
`source_id`	`UUID`	Nein	-	Feld source_id
`metadata`	`JSONB`	Ja *	-	Feld metadata

ReturnPolicies return_policies RLS Aktiv

22 Feltet / kolonne

Tabelle return_policies

Feldname	Data-type	Tiltak	Schlüssel	Spesialdekst
`name`	`VARCHAR(255)`	Ja *	-	Feld name
`customer_id`	`UUID`	Nein	FK ➔ customers.id	Feld customer_id
`contract_id`	`UUID`	Nein	FK ➔ contracts.id	Feld contract_id
`is_default`	`BOOLEAN`	Ja *	-	Feld is_default
`window_days`	`INTEGER`	Ja *	-	Feld window_days
`auto_approve`	`BOOLEAN`	Ja *	-	Feld auto_approve
`restocking_fee_percent`	`NUMERIC(5, 2)`	Ja *	-	Feld restocking_fee_percent
`require_inspection`	`BOOLEAN`	Ja *	-	Feld require_inspection
`shipping_paid_by`	`VARCHAR(16)`	Ja *	-	Feld shipping_paid_by
`grade_credit_percent`	`JSONB`	Ja *	-	Feld grade_credit_percent
`condition_matrix`	`JSONB`	Ja *	-	Feld condition_matrix
`max_return_rate_percent`	`NUMERIC(5, 2)`	Ja *	-	Feld max_return_rate_percent
`active`	`BOOLEAN`	Ja *	-	Feld active
`id`	`UUID`	Nein	PK	Feld id
`tenant_id`	`UUID`	Ja *	FK ➔ organizations.id	Feld tenant_id
`created_at`	`DATETIME`	Ja *	-	Feld created_at
`updated_at`	`DATETIME`	Ja *	-	Feld updated_at
`created_by`	`UUID`	Nein	-	Feld created_by
`updated_by`	`UUID`	Nein	-	Feld updated_by
`source_type`	`VARCHAR(32)`	Nein	-	Feld source_type
`source_id`	`UUID`	Nein	-	Feld source_id
`metadata`	`JSONB`	Ja *	-	Feld metadata

ReturnReasons return_reasons RLS Aktiv

16 Feltet / kolonne

Tabelle return_reasons

Feldname	Data-type	Tiltak	Schlüssel	Spesialdekst
`code`	`VARCHAR(32)`	Ja *	-	Feld code
`label`	`VARCHAR(255)`	Ja *	-	Feld label
`category`	`VARCHAR(32)`	Ja *	-	Feld category
`fault_party`	`VARCHAR(16)`	Ja *	-	Feld fault_party
`default_disposition`	`VARCHAR(24)`	Nein	-	Feld default_disposition
`default_resolution`	`VARCHAR(24)`	Nein	-	Feld default_resolution
`active`	`BOOLEAN`	Ja *	-	Feld active
`id`	`UUID`	Nein	PK	Feld id
`tenant_id`	`UUID`	Ja *	FK ➔ organizations.id	Feld tenant_id
`created_at`	`DATETIME`	Ja *	-	Feld created_at
`updated_at`	`DATETIME`	Ja *	-	Feld updated_at
`created_by`	`UUID`	Nein	-	Feld created_by
`updated_by`	`UUID`	Nein	-	Feld updated_by
`source_type`	`VARCHAR(32)`	Nein	-	Feld source_type
`source_id`	`UUID`	Nein	-	Feld source_id
`metadata`	`JSONB`	Ja *	-	Feld metadata

🔌 Startpunkter (UI og API)

Art	Metode	Endpunkt / vei	Titel & Zweck	Tillatelse
⚡ REST API	GET	`/api/v1/returns`	list_returns Semantic binding: not_evaluated; mutation=False	`returns`
⚡ REST API	GET	`/api/v1/returns/analytics`	analyse Semantic binding: not_evaluated; mutation=False	`returns`
⚡ REST API	GET	`/api/v1/returns/contract/{contract_id}/returnables`	contract_returnables Semantic binding: not_evaluated; mutation=False	`returns`
⚡ REST API	GET	`/api/v1/returns/invoice/{invoice_id}/items`	invoice_items Semantic binding: not_evaluated; mutation=False	`returns`
⚡ REST API	GET	`/api/v1/returns/meta`	utfall Semantic binding: not_evaluated; mutation=False	`returns`
⚡ REST API	GET	`/api/v1/returns/party-context`	party_context Semantic binding: not_evaluated; mutation=False	`returns`
⚡ REST API	GET	`/api/v1/returns/policies`	list_policies Semantic binding: not_evaluated; mutation=False	`returns`
⚡ REST API	GET	`/api/v1/returns/reasons`	list_reasons Semantic binding: not_evaluated; mutation=False	`returns`
⚡ REST API	GET	`/api/v1/returns/{return_id}`	get_return Semantic binding: not_evaluated; mutation=False	`returns`
⚡ REST API	GET	`/api/v1/returns/{return_id}/credit-preview`	credit_preview Semantic binding: not_evaluated; mutation=False	`returns`
⚡ REST API	GET	`/portal/{slug}/retouren`	returns_page Semantic binding: not_evaluated; mutation=False	`returns`
⚡ REST API	GET	`/pub/retoure/status/{token}`	return_status Semantic binding: not_evaluated; mutation=False	`returns`
⚡ REST API	GET	`/pub/retoure/status/{token}/slip`	return_slip Semantic binding: not_evaluated; mutation=False	`returns`
⚡ REST API	GET	`/pub/retoure/{tenant_id}`	return_form Semantic binding: not_evaluated; mutation=False	`returns`
⚡ REST API	GET	`/returns`	returns_list_page Semantic binding: not_evaluated; mutation=False	`returns`
⚡ REST API	GET	`/returns/analytics`	returns_analytics_page Semantic binding: not_evaluated; mutation=False	`returns`
⚡ REST API	GET	`/returns/new`	returns_new_page Semantic binding: not_evaluated; mutation=False	`returns`
⚡ REST API	GET	`/returns/settings`	returns_settings_page Semantic binding: not_evaluated; mutation=False	`returns`
⚡ REST API	GET	`/returns/{return_id}`	returns_detail_page Semantic binding: not_evaluated; mutation=False	`returns`
⚡ REST API	GET	`/returns/{return_id}/print`	returns_print_page Semantic binding: not_evaluated; mutation=False	`returns`
⚡ REST API	PATCH	`/api/v1/returns/policies/{policy_id}`	update_policy Semantic binding: not_evaluated; mutation=True	`returns`
⚡ REST API	PATCH	`/api/v1/returns/reasons/{reason_id}`	update_reason Semantic binding: not_evaluated; mutation=True	`returns`
⚡ REST API	POST	`/api/v1/returns`	create_return Semantic binding: not_evaluated; mutation=True	`returns`
⚡ REST API	POST	`/api/v1/returns/collective-credit-note`	create_collective_credit_note Semantic binding: not_evaluated; mutation=True	`returns`
⚡ REST API	POST	`/api/v1/returns/policies`	create_policy Semantic binding: not_evaluated; mutation=True	`returns`
⚡ REST API	POST	`/api/v1/returns/reasons`	create_reason Semantic binding: not_evaluated; mutation=True	`returns`
⚡ REST API	POST	`/api/v1/returns/{return_id}/approve`	godkjenne Semantic binding: not_evaluated; mutation=True	`returns`
⚡ REST API	POST	`/api/v1/returns/{return_id}/cancel`	avbryte Semantic binding: not_evaluated; mutation=True	`returns`
⚡ REST API	POST	`/api/v1/returns/{return_id}/close`	nær Semantic binding: not_evaluated; mutation=True	`returns`
⚡ REST API	POST	`/api/v1/returns/{return_id}/escalate-ticket`	escalate_to_ticket Semantic binding: not_evaluated; mutation=True	`returns`
⚡ REST API	POST	`/api/v1/returns/{return_id}/inspect`	inspeksjon Semantic binding: not_evaluated; mutation=True	`returns`
⚡ REST API	POST	`/api/v1/returns/{return_id}/lines/{line_id}/photos`	add_photos Semantic binding: not_evaluated; mutation=True	`returns`
⚡ REST API	POST	`/api/v1/returns/{return_id}/notes`	add_note Semantic binding: not_evaluated; mutation=True	`returns`
⚡ REST API	POST	`/api/v1/returns/{return_id}/receive`	mottak Semantic binding: not_evaluated; mutation=True	`returns`
⚡ REST API	POST	`/api/v1/returns/{return_id}/reject`	avvise Semantic binding: not_evaluated; mutation=True	`returns`
⚡ REST API	POST	`/api/v1/returns/{return_id}/resolve`	utgjøre Semantic binding: not_evaluated; mutation=True	`returns`
⚡ REST API	POST	`/api/v1/returns/{return_id}/ship`	skip Semantic binding: not_evaluated; mutation=True	`returns`
⚡ REST API	POST	`/portal/{slug}/retouren/anfordern`	return_request Semantic binding: not_evaluated; mutation=True	`returns`
⚡ REST API	POST	`/pub/retoure/{tenant_id}`	return_lookup Semantic binding: not_evaluated; mutation=True	`returns`
⚡ REST API	POST	`/pub/retoure/{tenant_id}/submit`	return_submit Semantic binding: not_evaluated; mutation=True	`returns`

🛡️ Reglering og etterlevelse

Dieses Modul unterliegt folgenden gesetzlichen, regulatorischen und Revisionsstandards:

BGB Rettsrett til tilbaketrekking (§ 355)
Garantierett (§ 437 BGB)
GDB-kreditter

Kopplede moduler:

➔ inventory ➔ finance ➔ customers ➔ portal