RMA and warranty management for electronics and computer shops
Serial-number warranty lookup, RMA requests with approval and inspection, vendor claims, RMA stock, service billing and customer alerts.
Screens in this module
- RMA Requests
- RMA Processing
- RMA Tracking
- RMA Stock
- Warranty Management
- Warranty Claims
- Vendor Claims
- Alerts & Notifications
- RMA Reports & Analytics
Where this matters most
In a computer or mobile shop, the warranty counter decides whether customers come back. A customer walks in with a dead SSD and a photo of the receipt; the staff need to know in seconds whether it is under warranty, who the supplier was, and what happens next. SORS ERP answers that from the serial number.
Every RMA request records the customer, the original invoice, the item and serial, the reason and the type: return, exchange, repair or refund. It then moves through approval, receipt, inspection and processing to completion, with each status change and note kept in a timeline. Warranty, paid and mixed service modes decide what the customer pays.
Faulty stock does not vanish into a drawer. RMA items sit in their own stock buckets, vendor claims track what was sent to the distributor and what credit came back, and service charges and parts used are billed on a service invoice. When the unit is ready, staff send the customer an SMS from the same system.
How it works
Return to resolution
- Customer return, Serial lookup
- RMA request, Approve, assign
- Inspection, RMA stock
- Vendor claim, Distributor
- Replace or refund, Exchange, repair
- Customer SMS, Ready to collect
What is included
- Serial number warranty lookup
- Type or scan a serial number and see the sale invoice, customer, purchase date, warranty type and whether cover is still valid. Serials are recorded at purchase and allocated at sale, so the trail exists before the customer complains.
- Warranty types and terms
- Define warranty types by duration in days or months, coverage type and details, exclusions, whether registration is required and within how many days, whether cover transfers to a new owner, extension limits and any deductible.
- RMA requests with approval
- Log a return, exchange, repair or refund request from the counter, phone, website or a courier return, with priority, due date and technician. Requests move from pending to approved, processing and completed, or are rejected or cancelled with a reason.
- Inspection and workflow stages
- Record when the unit was received and when inspection finished, with support and manager approvals where your policy needs two signatures. The dashboard shows pending requests, SLA breaches and items waiting for inspection.
- Vendor claims and credits
- Raise a claim against the distributor for faulty units, submit and approve it, record the shipment sent to the vendor, then log the replacement or credit note that comes back and close the claim. Nothing is written off by forgetting.
- RMA stock buckets
- Returned units move into dedicated RMA stock, separated by stage such as pending inspection, so they never mix with saleable inventory. Transfers to a service godown or back to the main warehouse are recorded as stock movements.
- Service charges and parts
- For paid or mixed repairs, add labour and service charges and the parts used, mark what is taxable and what shows on the invoice, and generate the service invoice in the Sales module with VAT applied.
- Warranty claims with evidence
- Warranty claims hold the defect description, evidence photos, service centre, estimated repair cost, parts and labour hours, and the resolution: repair, replacement with the new serial number, or a refund amount. Expiring warranties show as alerts.
- Reports and customer SMS
- RMA reports and the dashboard show volumes by status and type, warranty valid versus expired, and expense and recovery amounts per request. When a repair is ready, staff send the customer a Bangla or English SMS from the SMS module.
In Bangladesh
Electronics retail in Bangladesh runs on warranty. Buyers at Multiplan Center, IDB Bhaban or a Chattogram mobile market ask about warranty before price, and each brand's distributor has its own claim terms and turnaround. A shop that loses the serial or the claim paperwork pays for the replacement itself.
Most shops still write RMA slips by hand and track claims in a Messenger thread with the distributor. SORS ERP gives every unit a serial trail from purchase GRN to sale invoice to RMA, so the claim to the vendor carries proof, and the customer gets a status they can trust instead of 'call next week'.
Out-of-warranty repair is real income for computer shops. Paid and mixed service modes let you charge labour and parts with VAT on a proper invoice while the warranty portion stays free, and the expense and recovery on each RMA shows whether the service counter is making money.
Frequently asked questions
Can I check warranty from a serial number?
Yes. Type or scan the serial and the ERP shows the original invoice, customer, sale date, warranty type and whether it is still valid. This works because serial numbers are captured at goods receipt and allocated at sale in the Inventory and Sales modules.
Does it handle claims to the distributor?
Yes. Vendor claims record the faulty units, the shipment sent to the distributor, and the replacement units or credit that come back. Claims move through submitted, approved and closed states so your team can see what each supplier still owes.
How do out-of-warranty repairs get billed?
Set the RMA to paid or mixed service mode, add service charges and the parts used, mark which lines are taxable, and generate the service invoice. It posts to sales and accounts like any other invoice, with VAT applied according to your tax settings.
Does the customer get an SMS when the repair is ready?
Staff send it from the SMS module using a template in Bangla or English, so the customer is told to collect the unit. Automatic SMS on every RMA status change is not built in yet, so the message is a deliberate step by the counter staff.
Where does returned stock go?
Into RMA stock buckets that are kept apart from saleable inventory, with a stage such as pending inspection. From there a unit can be transferred to a service godown, sent to the vendor under a claim, returned to the main warehouse if it is fine, or closed out when the RMA completes.
Is this useful outside electronics shops?
Yes, wherever goods come back: garments returned by a distributor, pharmacy returns to suppliers, or appliance repairs. The types (return, exchange, repair, refund), warranty terms and vendor claims are configurable, and the module is switched on per tenant.
See RMA & Warranty on your own data
A 30-minute demo in Bangla or English, with your products, your VAT setup and your questions.