Rma

Overview

This process document will cover the Return Merchandise Authorization process within Savance Enterprise from creating the Return Request converting to a Return Merchandise Authorization (RMA), receiving the material from the customer into stock or into the suspect on hand queue and managing the suspect on hand queue through to the return to vendor (RTV).

RMA Settings

This section will cover all the different places you can find settings that control how RMAs behave. Both Point Of Sale settings and Site settings will be covered below. One thing to keep in mind about these settings is that the Point Of Sale settings only apply to the individual PC that they are set on. So, if you would like to set up multiple PCs for point of sale mode, you will need to do so on all of them. Furthermore, if Point Of Sale settings are specified, then they will override any Site Settings that may be set.

Point Of Sale Settings

• Go to Settings > General Settings.

  

• Now go to the Point of Sale tab. The settings pertaining to RMAs are indicated below

  

• Default RMA Method choices are Pickup From Customer, Dropped Off By Customer, & Shipped By Customer. This setting corresponds to the field on a Customer Return/RMA that specifies how you get the returned material back from the customer.

  

• Default Returned Item Status choices are Good, Bad, & Unknown. This setting corresponds to the per order line item field on an RMA that controls how to handle material if it is good, bad or unknown. Bad and Unknown material is automatically placed in the suspect on hand queue (more to come on that) where as good material will be put back into stock

  

• Require Signature On Return option will prompt for a customer signature during processing, if you are using electronic signature capture.

Site Settings

• There are a few Site settings that pertain to RMAs. You can find them under Admin > Administrator. Please note, Site settings are overridden by Warehouse settings

  

• Navigate to the Sites tab. All the settings pertaining to RMAs are indicated below

  

• Automatically Move Returned Items To Default Locations: Choices are None and Good Items. This setting controls whether or not material that is marked as good at the time of order entry or receiving is automatically returned back into stock to the default location for that item.

• Default RMA Return Method choices are Pickup From Customer, Dropped Off By Customer, & Shipped By Customer. This is discussed in the general settings above.

• Customer Returns Penalty choices are None, Percentage, & Flat Amount. This setting controls the automatic adder of a penalty on RMAs. You can specify a percentage or a dollar amount, depending on your choice.

• Allow refund popup in customer return for POS and Cash Accounts Only - if checked, then the Issue Refund popup will only be available for point of sale terminals and cash accounts.

Warehouse Settings

There are a few Warehouse settings that pertain to RMAs. These settings will override the site level settings, but remember that any POS settings set per PC will override both warehouse and site settings.

• You can find them under Admin > Administrator. Please note, Site settings are overridden by Warehouse settings.

  

• Navigate to the Warehouses tab. All the settings pertaining to RMAs are indicated below.

  

• Default RMA Return Method choices are Pickup From Customer, Dropped Off By Customer, & Shipped By Customer.

• Allow refund popup in customer return for POS and Cash Accounts Only - if checked, then the Issue Refund popup will only be available for point of sale and cash accounts.

Creating a Return Request

The first step in any customer return is creating a new return request which will eventually lead to converting the return request to an RMA. Return requests can be initiated in multiple ways outlined below.

Create A Standalone Return Request

You may need to create a standalone return in the case that the customer has no receipt or record of their purchase and you can’t find it in the system. If at all possible you will want to avoid creating stand alone return requests.

• Order > New > Return Request/RMA

  

• A new Return Request form is displayed on the screen. Make sure you follow the correct steps in adding information, as highlighted below.

  

• Customer - Fill out the customer name and make sure the correct account loads.

• Quantity - Make sure the correct quantity of each item being returned is added.

• Part Number - Ensure the proper part number is added.

• Status - Choose the status, indicating the condition of the item. Choices are Good, Bad, & Unknown.

• Location - This is where the item will go after being returned.

• Net - Make sure the correct net price is entered. The price will come from the item file. Please note that because this is not linked to an existing sales order that the price taken from the item file may be different than what the item was actually sold for originally.

• U/M - Make sure the proper unit of measure is selected.

• Ext Net - If your quantity, net, & U/M is all correct, then this should be correct too.

Create A Return Request From An Existing Order

• Hit the Return Order/Item button, found on the History tab of an order.

  

• A new Customer Return/RMA will be generated, which will contain all of the items on the original order and the price they were sold at. Make any additions/deletions before converting the Customer Return to an RMA. Perform all the same checks listed in the standalone return request section above to ensure that all the information on the RMA is correct.

• To add an item, simply type in a new part number as a line item.

• To remove an item, you can right-click on the item and choose the delete item option.

Converting

• Once everything looks good on the Customer Return, the next step would be to convert it to an RMA. Use the Convert button on the menu bar.

  

• Next you will be prompted to Refund Money or a Customer Credit and Issue Refund.

  

Receiving

If the material on a return request was not dropped off by a customer, you will need to receive the material like you would for any other received material from a PO.

• Find the receiver in the receivers screen and open

• You can hit the Fill All Items button and choose to Receive All Items in the receiver.

  

• The Qty Received will be increased to the total quantity, and Qty Remaining will become zero.

  

• Now you can hit the Post button and choose Received in order to complete the receiving process. Afterwards, you will be able to generate a credit memo.

  • credit

Crediting

There are a number of things you can do during the crediting process of an RMA. Once the warehouse has completed their part in receiving the material, accounting can now process each receiver and mark them as credited. The best place to do this would be from the Accounting Manager

• Once the receiver has been marked as credited, it will be displayed with a green background, and will be removed from this screen completely the next time you search.

Mark Credit Status As Credited

• Once you have posted an RMA receiver to Received, the credited option will become available for you to checkmark.

• Check the box and save.

  

Print The RMA Receipt

• After marking the RMA as credited you will be prompted to print an RMA Receipt.

• The credit/refund has not yet been issued and will be in the next step.

  

Issue Refund

• Once you have marked the Credit Status as Credited, the Issue Refund option will become available. Keep in mind, this same process will apply to both cash and credit customers.

  

• You have the option to issue either a refund or a customer credit. Choose the transaction type you would like to use.

• Choose the Refund option if you would like to issue the money back right away. Choose the Customer Credit option if you would like to issue a credit that can be used later.

  

Print Credit Memo

• On the Refund Money screen, if you choose to issue a Customer Credit instead of a Refund, then the customer credit will be assigned to the customer’s account.

• A credit memo will then print or be e-mailed automatically.

  > > Suspect On Hand Bin

As touched on earlier, there are settings that control which location that returned items are assigned by default. Generally, you will want bad items (items that are damaged or defective) inspected later, where a final decision on it’s fate will be made.

Mark Item As Bad

• If you choose the Bad status on the line item of the RMA, then the location will automatically change to SuspectOnHandBin and when the RMA is converted the material will appear in the suspect on hand queue.

  

Manage Suspect Returned Items

• Inventory > Warehouse Manager > Manage Suspect on Hand

  

• In the next screen among the options, you will want to pick Manage Suspect Returned Items.

  

• It is here that you will be able to see all the returned items with a bad or unknown status that have not been processed yet.

  

Put Away To A Location

• You can specify a Put Away location and a quantity to put away for each line item, and then hit the Process button. This is typically done when a returned item is determined to be good and available to be sold once again.

  

• Choose a location by hitting the 3 dots to the right of Location. The Locations window will open, allowing you to pick a location from the dropdown.

  

Put Away All To Default Location

• You can use the Put Away All To Default Location button. This button will automatically select all default locations and fill out the put away quantities for you. All you need to do next is hit the Process button to complete the action.

  

Return To Vendor

• Where applicable, you can also specify a vendor and the quantity you want to send back to the vendor. You would want to do this if the vendor is allowing you to ship the items back to them for reimbursement. Choose the default return to vendor bin. When you hit the Process button, an unconverted Return To Vendor is created in the system with the items on it. You will need to find the RTV and convert it to finish the RTV process. You can find additional information regarding this in the RTV Core Process document.

  

Write Off

• You can also choose to write off the item. Choose the quantity that you would like to write off. Once you hit the Process button, the item will successfully have been written off.

  

Vendor Credit

• You can also create a Vendor Credit. Enter the quantity that you should take a vendor credit for. Once you hit the Process button, a Vendor Credit will successfully be issued.

  

Managing Suspect on Hand Bins via Warehouse Mgmt

You can also manage your returned items that are marked good within the Warehouse Mgmt screen. For more information how to properly manage these specific bins and returning materials to specific bin locations please refer to the ‘Creating Warehouse Locations - Process doc’ > Location Transfers for more details.