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Processing Returns When a customer wants to return products…
Is the item being returned to sellable stock?
Check to make sure it’s not damaged.
Create a new sales order for the
customer & add the returned
items with a negative quantity. Ex:
if returning 2, add –2 of the item
to your order.
The Returns Goods Verification
window will appear. Complete all
information (see next page) and
select “R” as the return type.
Enter appropriate information in
the Order Summary Pane, such as
“return” and/or original PO in the
PO# field.
Change ship status to Call when
Complete & Ship Via to Pick Up
Print Return Acknowledgement
Put a copy of return paperwork
with material in return goods area
Managers-
See return goods queue processing
for completion
Create a new sales order for the
customer & add the returned
items with a negative quantity. Ex:
if returning 2, add –2 of the item to
your order.
The Returns Goods Verification
window will appear. Complete all
information (see next page) and
select “S” as the return type.
Enter appropriate information in
the Order Summary Pane, such as
“return” and/or original PO in the
PO# field.
Change ship status to Pick up Now
& Ship Via to Pick Up
Collect Signature
Give copy of return pick ticket to
customer
Return material to appropriate bin
location immediately
Get ticket to Billing
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At the Counter Processing Returns
Next, use the order summary pane to add information for later reference. Enter the PO# if applicable and/
or type “return”. You will then move on to the status tab, where you will update accordingly:
Make sure the customer has acknowledgement of their return by changing the print flag to “yes”.
Complete the following information:
Original Sales Order– this field must be correct in order to
refund the customer for the product’s price at the time of
purchase.
Return Quantity Type–
Select R for review if the item is unsellable or if
you are unsure
Select S for stock if the item can be resold imme-
diately
RGA Number
Reason for Return Code– Select one of the reasons from
the drop-down window. You can explain further in the
comments field below if need be.
Restocking Fee Percent– type in the percentage of fee for
restocking, if applicable.
Return comments– explain what is wrong with an item if
listed as defective, if wrong item was shipped, etc.
Any time a product is returned, a list of AUTO UET Codes will appear. This is the system’s way of tracking
any events that are not ideal. Review the list and choose the most appropriate option.
If multiple items are being returned, group all items that are re-sellable together and create a new order
for those that are not.
To accept any type of return from a customer, create a new sales order for them and enter a negative
quantity of the item being returned. For example, if the customer is returning (2) L38-048s, you would enter
–2 in the quantity field, then L38-048 in the product number field. The Return Goods Verification window
will then appear.
If… Use Order Status… & Ship Via…
Stock is not (or may not be) Re-sellable Call When Complete Pick Up Now
Stock is Not Re-sellable Pick Up Pick Up Now
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When a customer wants to return products remotely... Processing Returns
Create a new sales order for the
customer & add the returned
items with a negative quantity.
The Returns Goods Verification
window will appear. Complete all
information and select “R” as the
return type.
Enter appropriate information in
the Order Summary Pane, such as
“return” and/or original PO in the
PO# field.
Change ship status to Ship when
Specified & change date to when it
should be picked up.
Change Ship Via to Our Truck
Return Acknowledgement will print
on ship date (will be confirmed via
confirmation queue)
Put return sales order on manifest
and attach comment about materi-
al being picked up.
How is material being returned?
Change status of return order to
Call When Complete
Put copy of return paperwork in
return goods tray & material in
return goods area.
Change ship
status to Call
when
Complete
Change ship
via to reflect
how material
is being re-
turned.
Fax/email return
acknowledgement
to customer to use
as packing slip
Material
received
back via
carrier
More details later
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Remotely Processing Returns
Next, use the order summary pane to add information for later reference. Enter the PO# if applicable and/
or type “return”.
If stock is being returned via our truck, change the status to “Ship When Specified” and change the date to
when you expect it to be picked up. Then, change the ship via to “Our Truck”
Once complete, add return order to manifest with comment regarding pickup
If stock is being returned by the customer, change the status to “Call when Complete”. Change the ship via
to reflect the customer’s chosen method of shipping. Then, fax or email the acknowledgement to the cus-
tomer to use as a packing slip.
Once the material has been received via carrier, put copy of returns documents in tray and move item to re-
turn goods area. Managers- See Return Goods Queue Processing instructions for rest of process.
Complete the following information:
Original Sales Order– this field must be correct in order to
refund the customer for the product’s price at the time of
purchase.
Return Quantity Type– Select R for review, as all material
must be reviewed before being added back to stock
RGA Number
Reason for Return Code– Select one of the reasons from
the drop-down window. You can explain further in the
comments field below if need be.
Restocking Fee Percent– type in the percentage of fee for
restocking, if applicable.
Return comments– explain what is wrong with an item if
listed as defective, if wrong item was shipped, etc.
If multiple items are being returned, group all items that are re-sellable together and create a new order
for those that are not.
To accept any type of return from a customer, create a new sales order for them and enter a negative
quantity of the item being returned. For example, if the customer is returning (2) L38-048s, you would en-
ter –2 in the quantity field, then L38-048 in the product number field. The Return Goods Verification win-
dow will then appear.