This is the recommended process for handling a
Replace on Return disposition type without an original sales order.
This process is for a customer return that had an original sales order and has a disposition of
Replace on Return. This means that you will send a replacement part to the customer prior to receiving the originally sold item.
To request for a replacement on return:
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Go to the Manage Customer Returns screen.
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In the
Email Address field of the Customer Contact Info tab, enter the email address of the customer to send an email notification to the customer.
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In the
Employee field of the RMA Header tab, enter your employee ID. Make sure to verify the RMA expiration date.
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In the
Return Qty field, enter the quantity.
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In the
Return Reason field, enter the reason for returning the material.
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In the
Inv Abbrev field, enter the inventory abbreviation where you want to return the item.
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From the
Order/Payment Disposition Requested drop-down list, select
Replace on Return.
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Select the
Disposition Approved checkbox.
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Select the
Material Return Required checkbox.
If selected, then upon save, an RMA PO will be created for you to receive the materials. The RMA PO ID will be visible in the header section of the screen.
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On the Serial/Lot subtask, enter the serial lot number of the item being returned.
This is optional and can be entered at the time of receipt.
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Enter the warehouse ID with the RMA location.
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Select the
Submit checkbox and click
Save.
An email will be sent to the customer email address, if indicated in the settings.
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Go to the Manage Purchase Order Receipts screen to receive the purchase order line for the material into an RMA location.
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Return the item to inventory or scrap the material based on your scenario.
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Send the replacement part via your sales process.
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Process an open billing detail to refund the customer and create journal entries in Accounting to adjust the cost of goods sold.