Return Orders

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General

A return order is a list of goods that are being returned to the selling party. Return orders may be processed for customers (Return Merchandise Authorization, or "RMA") and vendors (Return To Vendor, or "RTV").The Return Orders module allows you to view, create, and modify return orders.

For more information regarding RTVs continue here.

Note that there are limitations for orders imported from Fishbowl. For more information, continue here.

List View

Filters
Return orders may be sorted on Number, Type, Customer/Vendor, Status, and Completed Date by clicking the filter heading. You may filter for return orders that match specific criteria by typing a value in the text field or selecting an option from the drop-down list. Clicking the Clear Filters button will clear your search. Any filters that are applied in list view will carry over to the List Navigator in the Detail View.
Quick Action
  • Issue Return Order - Once the return order is ready to be processed, it will need to be issued.
  • Unissue Return Order - If changes need to be made to a return order during processing, it will need to be unissued. This is no longer available if the return order is complete.
  • Delete Return Order - Remove the return order record from the list view and archive the record in LOCATE. Return orders with a status of issued, complete or voided cannot be deleted. This action cannot be undone from the list view.

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Return Order Detail View

Customer
  • The return order will list the customer name, default phone and default email address.
Created On and Issued On Dates
  • The Created On date refers to when the return order was generated and saved. The Issued On date will populate when the return order is issued. These dates cannot be modified.
Cross Ship
  • Cross shipping allows you to flag whether or not you will ship out a replacement part prior to receiving the returned item back into your inventory.
  • This only applies to RMAs.
Cross Ship Prepayment
  • This flag indicates whether or not you require receipt of payment for the replacement part prior to shipment, which will prevent the output sales order from being issued until payment has been received.
  • This only applies to RMAs.
Output Order
  • RMAs will generate an output sales order via which to issue a credit type line or ship out a replacement part to the customer.
Line Items
  • View the type, status, linked orders, part number, part name, site, whether or not you will receive the item back, quantity, price, and line item total. For more information on Line Items, visit the Line Items main page.
  • Below the line items, you'll find the order total. RMAs will include tax data in the total as well.

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Module Navigation Bar

Details

  • View and edit all order information for the return order.
  • You may add expiration dates to return orders, which is for reference only.
  • The address information at the bottom of the page automatically populates with the billing and shipping addresses from the original sales order. This information may be edited, if desired.
  • You may modify the addresses by clicking Edit.

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Notes

View and edit notes pertaining to the return order.

  • Notes are for internal use only and will not be displayed on order documents.
  • Entered notes may be filtered or sorted.
  • You may also modify a specific note by clicking the Edit or Delete button.
Enter a New Note
  1. Type the note in the text box with "Start typing a new note..." prompt.
  2. Click Save Note.
  • There is no character limit, but special formatting is not supported.

Use the memo field on the Details sub-tab for special instructions that you would like to be visible to the customer.

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Docs

This sub-tab allow you to upload and download any pertinent documents you wish to associate with a return order. For example, a PDF copy of the original sales order for reference. See our Documents page for instructions on how to upload and download documents in LOCATE.

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Operations

  • Any operations records linked to the return order will be displayed in this sub-tab.
  • While a record cannot be created from this page, records are hyperlinked and allow you to quickly access that specific record in the appropriate module.

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Custom

  • Any custom fields pertaining to a return order will reside in this tab. If a custom field is required, it will be necessary to fill out when creating a return order.
  • Click the following link to learn more about Custom Fields.

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Actions

  • Issue Return Order - Change the status of the return order from unissued to issued, which queues RMA line items for receiving.
  • Unissue Return Order - Change the status of the return order from issued to unissued, which removes RMA line items from the receiving queue.
  • Send Email - Send an email to the customer. For more information on email, continue here.
  • Audit - View the history of modifications made to the return order record, including the user who made the modification and when.
  • Void Return Order - Change the status of the return order from issued to voided.
  • Delete Return Order - Remove the return order record from the list view and archive the record in LOCATE. This action cannot be undone from the list view.

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Create RMA

RMAs may be created in the Sales Orders Module and the Return Orders Module.

From the Sales Orders Module

  1. Open the Sales module category and select Sales Orders.
  2. Navigate to the sales order for which you would like to create a return.
  3. Click Actions, and select Create Return Order.
  4. In the return order wizard, click the check-boxes for the line items that are being returned.
    • Enter the quantity to return, the return type, whether or not you will receive the item back into inventory, and the return reason.
      1. For information on return types, click here.
      2. Return reasons must be created in Settings before they may be selected on a return order. Click here for more information.
  5. Select whether or not you will allow for cross ship of this order.
    • Cross shipping allows you to ship a replacement part before receiving the original part from the customer.
  6. Click Submit.

You will be redirected to the return order profile page to edit details, add notes, attach documents, or add custom fields, as necessary. You also have the option to add additional return items from sales orders issued to the customer in the past, or for specific parts.

Order-level discounts will be copied over only for Credit and Substitution return types. For a substitution, LOCATE will display the price the customer paid, including the discount, but the substituted part price may be different. You may nullify this by applying a discount onto the output substitution part, which is equal to the price difference between the two parts.

Click here for more information on adding lines to the return order.

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From the Return Orders Module

  1. Open the Sales module category and select Return Orders.
  2. Click New Return Order in the upper left corner.
  3. Fields
    • Return Order Type - Select RMA.
    • Quick Create - This feature will generate a blank return order to which you may add lines from the return order detail page.
    1. Enter the customer name and whether or not to allow cross ship.
    2. Click Create Return.
    3. On the return order detail page use the Add Additional Return Items section to add lines to the return order.
    • Add Sales Order Line - This feature allows you to search and select sales orders from which to create a return order.
    1. Use the filters to find the sales order for which to process a return.
    2. Click Select.
      1. In the return order wizard, click the check-boxes for the line items that are being returned.
      2. Enter the quantity to return, the return type, whether or not you will receive the item back into inventory, and the return reason.
        • For information on return types, click here.
        • Return reasons must be created in Settings before they may be selected on a return order. Click here for more information.
      3. Select whether or not you will allow for cross ship of this order.
        • Cross shipping allows you to ship a replacement part before receiving the original part from the customer.
      4. Click Submit.

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Issue/Unissue Return Order

Issue Return Order

  1. Open the Sales module category and select Return Orders.
  2. Navigate to the return order to be issued.
  3. Open the Actions menu, and select Issue Return Order.

If the Return Type is an exchange or substitution, a receipt will be generated to receive the order back into inventory. If cross-shipping is enabled for the order, a sales order will also be created to fulfill and ship the replacement part to the customer.

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Unissue Return Order

A return order may be unissued to allow for editing, if the resulting pick has not been started. Otherwise, you will need to revert any subsequent actions (such as picking or packing) prior to unissuing the return order.

  1. Open the Sales module category and select Return Orders.
  2. Navigate to the return order to be unissued.
  3. Open the Actions menu, and select Unissue Return Order.

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Receive Return Order

If you are expecting to receive the item back from the customer, the items may be received directly in the Return Orders Module or from the Receiving Module.

From Return Orders Module

  1. Open the Sales module category and select Return Orders.
  2. Navigate to the return order to be received.
  3. Open the Actions menu, and select Receive Return Order.
  4. You will be redirected to a new receipt record in the Receiving Module.
  5. Add notes or complete custom fields as desired.
  6. Next to the appropriate item(s), enter the quantity to be received.
  7. Click Receive.
  8. Once all of the items and quantities have been received, click Finish Receipt.
  9. When prompted, click Yes.

You may now proceed to the Putaway Module to restock the item. If the return order was an exchange or substitution type and did not allow for cross-shipping, you may now complete the output sales order via which the replacement item(s) will be shipped. For more information regarding fulfillment of sales orders in LOCATE, continue here.

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From Receiving Module

  1. Open the Operations module category and select Receiving.
  2. Use the filters and column headers to find the order for which you would like to create a receipt.
  3. On the appropriate order line, click Create Receipt.
  4. Click Go To Receipt.
  5. Add notes or complete custom fields as desired.
  6. Next to the appropriate item(s), enter the quantity to be received.
  7. Click Receive.
  8. Once all of the items and quantities have been received, click Finish Receipt.
  9. When prompted, click Yes.

You may now proceed to the Putaway Module to restock the item. If the return order was an exchange or substitution type and did not allow for cross-shipping, you may now complete the output sales order via which the replacement item(s) will be shipped. For more information regarding fulfillment of sales orders in LOCATE, continue here.

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Delete Return Order

Return orders with a status of issued, complete or voided cannot be deleted.

  1. Navigate to the return order list view.
  2. Use the header sorting or filters to find the order to be deleted.
  3. You may either:
    • Click Quick Action, and select Delete Sales Order. OR,
    • Click the order number, click the Actions menu, and select Delete Sales Order.

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