How to Create and Manage a Returns PO

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.

You can only create a return if the original PO was:

Was the PO reconciled to a Job?

That’s the most common reason you can’t return an item. Returns pull from location stock, so if the material went straight to a job, the item will show up but the Add button will be greyed out.

To fix it:

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.
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4. Add the Items

5. Confirm the data and select “Create Return Request”

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):

To change a return's status:

From the Returns list, click the three dots (⋯) next to a return to:

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.

✅ 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.

"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:

"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:

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.

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.

Questions about creating returns or managing return records? We're happy to help.