I am guilty of not checking www.microsoft.com/crm very often. I was there to check on something else and found this great article... There are a couple other, but you go find them.... :-)
Cases are used in Microsoft Dynamics CRM 3.0 to record customer calls and the related activities created to manage them. You can customize cases to track specific issues such as returns, and then generate reports to collect the data in meaningful charts.
This article contains step-by-step instructions on how to customize the Case form to track returns on products. After customizing the form, you can generate a report to show the list of products and the reasons they were returned. Then, you can export the data to Microsoft Excel and create charts and additional reports.