A Returns PO (Purchase Order) is used when you need to send materials back to a supplier whether due to incorrect shipments, damaged goods, overstock, or warranty issues. This feature helps you track returns accurately, maintain proper inventory levels, and keep a clear record for accounting purposes.
➡️ When to Use Returns
You should create a Returns PO when:
You received items that were incorrect or damaged.
A supplier sent more quantity than ordered.
You are returning materials under warranty or for credit.
You need to adjust stock after sending items back.
Reason | Description |
📦 Wrong Items Received | Supplier shipped the wrong product — needs to go back and be replaced |
💔 Damaged Goods | Items arrived damaged or defective and can't be used on jobs |
📊 Overstocked / Excess Quantity | Supplier sent more than ordered, or you no longer need all the items |
🛡️ Warranty or Credit Return | Returning under warranty terms or negotiating a supplier credit |
Prerequisite Checklist
All three must be true before you can create a return
| Requirement | Description |
✅ | PO was created in Ply | The original order exists as a PO under Purchasing |
✅ | Materials were received | PO status changed to Received or Partially Received |
✅ | PO was reconciled | Actual quantities confirmed — stock updated in Ply |
➡️ How to Create a Returns PO
Go to the Returns section
From the main menu > Purchasing > select Returns
2. Click “Create Return”
3. Fill in the data.
Select the PO you want to return. Keep in mind that to create a return from a previous PO, that PO must have been created, received, and reconciled in Ply.
b. Select the location where these were reconciled.
c. Add the Tracking Number - Optional.
d. A contact name - Optional.
4. Add the Items
Search for the items you’re returning.
Enter the quantity being returned.
💡 Note: The Return form also has separate Shipping Cost and Tax Rate fields. Make sure you enter each amount in its own field — see Common issues & fixes below for what happens if shipping cost accidentally lands in the tax field.
5. Confirm the data and select “Create Return Request”
➡️ Return Statuses
Once created, a return moves through its own set of statuses, visible as filter tabs on the Returns board (All, Pending, Returned, Credit received, Canceled):
Status | What It Means |
🟣 Pending | The return has been created but hasn't been confirmed as delivered to the supplier yet. This is the default status when a return is first created. |
🔵 Returned | The materials have been sent and delivered to the supplier. |
🟢 Credit received | The supplier has issued credit for the returned materials. |
⚪ Canceled | The return was canceled and will not be processed. |
To change a return's status:
From the Returns list, click the three-dot menu (⋯) next to the return.
Select Change status.
In the modal, you'll see the current status and can pick a new one from Pending, Returned, Credit Received, or Canceled.
Click Confirm.
➡️ Managing an Existing Return
From the three-dot menu (⋯) next to any return on the list, you can:
Action | Description |
✏️ Edit Return Info | Update general details on the return, such as the location, tracking number, or contact name. |
📝 Edit items | Change which materials are included on the return or adjust quantities. |
🔄 Change status | Move the return through Pending → Returned → Credit Received, or mark it Canceled. |
🚫 Cancel | Cancel the return. |
➡️ Video Tutorial
➡️ What Happens in Inventory
Once the returns PO is processed, the returned items will be removed from your stock.
The system keeps a record of the transaction for reporting purposes.
➡️ Common Questions
Does my supplier receive a notification when I create a return?
No. At this time, Returns is an internal tracking feature only. If you need to notify your supplier, we recommend taking a screenshot of the return and sending it to them directly via email.
Tip | Description |
🔥 Always select a reason | Reason codes feed into supplier performance reporting, don't leave them blank. |
🔢 Double-check quantities first | Returns update stock immediately on confirmation. Wrong quantities need a manual stock adjustment to fix. |
📍 One return per location | Returning the same item from two locations? Create two separate Returns POs. |
📦 Add tracking when available | Including the return tracking number speeds up supplier follow-up and dispute resolution. |
➡️ Best practices
✅ Always select a reason.
Reason codes feed into supplier performance reporting; don't leave them blank.
✅ Double-check quantities first. Returns update stock immediately on confirmation. Wrong quantities need a manual stock adjustment to fix.
✅ One return per location. Returning the same item from two locations? Create two separate Returns POs.
✅ Add tracking when available.
Including the return tracking number speeds up supplier follow-up and dispute resolution.
✅ Use Cancel or Archive instead of Delete on a PO that's already been reconciled. Deleting a PO after reconciliation doesn't reverse the reconciliation; the stock or job line items from that reconciliation stay in place. If you later create a new PO for the same material, you can end up with duplicate line items on a job instead of one consolidated line. See common issues & fixes below.
➡️Common issues & fixes
"A Special Order item shows as 'Not available,' and I can't include it on my return." This happens because Special Order materials automatically deactivate from your catalog once they've been consumed on a job; that's expected behavior, not a bug (see Purchase Orders: Special Order & Custom Material Items). You can still return it, it depends on where the unit is:
Already back in your warehouse? You can return it right away, even though it shows as "Not available" in the catalog.
Still assigned to the job, unused? Open the job, transfer the unit to a stock location first, then process the return from there, same as with any regular material.
"One of my delivered items shows up in the list, but the 'Add' button is greyed out and I can't move it to the Return List."
This happens when that PO was reconciled directly to a Job instead of a Location (warehouse or truck). Returns pull from location stock, so materials that went straight to a job, without passing through a warehouse or truck. aren't available to return yet.
To fix it:
Go to the Job the material was reconciled to.
Transfer the material from the job back to a stock location (warehouse or truck).
Once it's back in a location, go create the return as usual; the item will now be selectable.
This is the same underlying pattern as returning a Special Order item that's still on a job (see above); if a material's current home is a job rather than a location, you always need to transfer it to a location first before it can be returned.
"I deleted an old PO, and now the same material shows as two separate line items on a job."
Deleting a PO does not reverse a reconciliation that already happened; any stock or job line items created from that reconciliation stay in place even after the PO itself is gone. If a new PO for that same material is later created and reconciled, it creates a separate line item instead of merging with the old one, since job line items are tracked per PO. If you spot this, you'll need to manually remove the leftover duplicate line item tied to the deleted PO from the job's materials view. To avoid this going forward, use Cancel or Archive instead of Delete on any PO that's already been reconciled.
"I got an error that says 'Return quantity cannot exceed delivered quantity.'"
This is a validation check on the "List of items" step. Each item's Qty field can't be set higher than what was actually delivered/received for that item, shown in the Delivered/Returning column as X/Y (e.g., "0/1" means 1 was delivered and 0 returned so far). If you're trying to return more units than were originally delivered on that PO, lower the Qty to match what's available to return. If the number shown as delivered looks wrong, double-check the original PO's received quantity before adjusting.
"I entered the Shipping Cost, but the return total looks wrong."
Double-check that the shipping cost wasn't accidentally entered into the Tax Rate field instead of Shipping Cost. If that's what happened, edit the Return PO, move the amount into the correct Shipping Cost field, and clear the Tax Rate field.
"Attached files on a Return PO won't open." This was a known bug affecting file attachments on return POs, and it's been fixed. If you're still seeing this, let us know with the specific Return PO number.
"Does creating a return automatically create a matching return in ServiceTitan (or another FSM)?"
Not currently, Returns is designed as an internal, post-receipt inventory correction inside Ply, and there's no outbound sync event back to your FSM today. This has been logged internally as a potential improvement, but we don't have a committed timeline to share yet. If you need your FSM's records to reflect the return, you'll need to record it there separately for now.
"Does my supplier receive a notification when I create a return?"
No. Returns is an internal tracking feature only. If you need to notify your supplier, we recommend taking a screenshot of the return and sending it to them directly via email.
➡️ FAQs
Can I return partial quantities instead of the full amount received?
Yes, the Qty field in the Return List is editable up to the amount originally received, so partial returns are supported.
What if the original PO I need to return against isn't showing up?
Confirm it's been fully received or partially received and reconciled; return isn't available for POs that are still in Draft, Sent, or Confirmed status.
Does a return affect my accounting records automatically (e.g., QuickBooks)? Vendor returns aren't currently a documented sync feature with your accounting integration. For any specific GL or accounting treatment questions related to returns, we'd recommend checking with your accountant, since that's outside what we can advise on directly.
Still need help? Contact Support!
Questions about creating returns or managing return records? We're happy to help.