➡️ What Triggers This Email
This notification fires when materials originally sourced from a PO are transferred off a job and back into a warehouse in Ply (a standard transfer, where the destination is a warehouse and the materials were tied to a PO).
The email includes:
Job: job number, job name/address, customer
Returned to: the warehouse location
Transferred by: the user who performed the transfer
Timestamp
Items: a table with Material, Qty, PO #, ST PO #, Unit cost, and Extended cost
A View purchase order button linking directly to the PO
You can control exactly who receives these emails or turn them off entirely.
To add a recipient:
Go to Settings.
Click the Workspace tab, then Notifications.
Select the PO Returns tab.
Under PO material returns, type the email address in the field (e.g. [email protected]).
Click + Add recipient.
To remove a recipient:
In the same PO Returns tab, find the email in the recipient list.
Click Remove next to it.
➡️ What To Do In Ply
Nothing further. This email is purely informational; it confirms the return has already been processed on Ply's side.
➡️ What To Do In ServiceTitan
Locate the job in ServiceTitan using the job number from the email.
Perform a Transfer to Warehouse for the line items listed.
This removes those PO items from the job and adjusts the job cost in ST accordingly.
ℹ️ This is not a "return" in ServiceTitan terminology; it's specifically the Transfer to Warehouse action, usually performed by the Warehouse Manager.
➡️ Best Practices
Action the ServiceTitan transfer as soon as you get the email; delaying it can cause job costs to stay inflated until it's done.
Double-check the job number and PO number in the email match what you're transferring in ST before confirming, especially if you're handling multiple returns in the same day.
If your team splits Ply and ServiceTitan responsibilities across different people, make sure whoever handles ST transfers is on the distribution list for these emails.
➡️ Common Issues
"I don't see this email."
Check your spam/junk folder first. If it's still missing, confirm with your admin that notifications are enabled for your user, and reach out to Support if the return was processed in Ply but no email went out.
"I created a return in ServiceTitan instead of a transfer."
These are two different things in ST. If this happened, you'll need to undo the return and perform a transfer to warehouse instead; otherwise, the job cost won't reconcile correctly.
"The line items in the email don't match what I see in ST."
This usually means the job or PO was updated after the return was processed. Reach out to Support with the job/PO number so we can check.
➡️FAQs
Do I need to do anything in Ply after receiving this email?
No, it's just a confirmation. The return was already processed on Ply's side.
What happens if I don't do the Transfer to Warehouse in ServiceTitan?
The job cost in ST will stay inflated by the value of the returned materials since ST won't know they were sent back to inventory.
Who normally handles the ServiceTitan side of this?
Typically the warehouse manager, but it can be anyone with the right permissions in ST.
Is this the same as a "return" in ServiceTitan?
No. In ST, this is specifically a transfer to warehouse, not a return.
➡️ Let us know if you have any questions; we're here to help!