Hello everyone, I am new to Netsuite and having a hard time understanding the correct use of RMAs in Netsuite. The company I work for has some customers which return products and report a technical problem. So to see what the problem is and how/if we can or have to help (warranty) we actually ask customer to ship it to our repair shop. At this time in the process it could end up on refund, replacement, repair or even some times we figure out that customer did break the products.

So my question is; When we create a RMA which value are we supposed to type in there? I means if we put in a value into the RMA and we book the item receipt. .. wouldn't we create the risk that we are going to show customer owned products in our balance sheet (i.e. for the time of repair or until we figure out that customer just broke the product)? So actually at the time when we create an RMA we should already know if refund, repair etc.?