Entering a Return Merchandise order

Use these instructions to enter a Return Merchandise (RM) order when a customer returns items from an invoiced or paid order.

Note: The procedures for entering a RM order make use of the Advanced Line Entry mode in Sales Order Entry, even if your default entry mode is Easy Line Entry or Quick Line Entry.

Your company may have a policy requiring that all or certain types of returns are tied to the original order or invoice. This may be enforced at the Return Reason level in SA Table Code Value Setup-Return Adjust Reason.

On a return, you can specify an invoice number to create a credit memo (CM) for the invoice. If the Auto Apply Credit to Original Invoice option in Sales Order Entry is selected, you can specify an invoice that is in the invoiced stage. The credit is automatically applied to that invoice. You must enter an RM for each credit memo you want to create. The invoice number must be for a stock order (SO), counter sale (CS), blanket release (BR), or direct order (DO) order that has been invoiced. If you do not specify an invoice number, a miscellaneous credit (MC) is created.

If the order has not been processed in Sales Entry Invoice Processing Report and no invoice is created, you can still tie the RM to the original order on the Return Details window. You must have authorization to Allow Returns in Shipped Stage in SA Administration Authorization Security Setup.

If the customer is returning items on a CS or SO, follow the instructions for handling returns on a CS or SO.

If the customer returns the whole or most of the order, use the Copy function in Sales Order Entry to copy the original order to a Return Merchandise (RM) order. Then, make adjustments.

Select Sales > Entry > Order.
Specify Return Merchandise in the Order Type field.
Complete the required information on the Initiate page, and then click Next.
Select a return adjust reason.
Optionally, specify an invoice number.

If the customer has consolidated billing, the lookup contains a list of unpaid consolidated invoices to apply the credit against.

If the return reason is set up in SA Table Code Value Setup with the Require Invoice # on RM option selected, you must specify an invoice number to tie this RM to.

If you have authorization, you can specify the order number in place of the invoice number if the order is in Shipped stage (3). This may be necessary if the customer is returning the item on the same day that it was purchased, prior to your nightly Sales Entry Invoice Processing Report run. You must have authorization set for the Allow Returns in Shipped Stage authorization point in SA Administration Authorization Security Setup or a manager must give you authorization.
Click Next.
In Advance Line Entry mode, specify the product and returned quantity.
If the sales order is tied to a Service Warranty order, the Service Warranty add-on items are included in the list of items that can be selected.
Click the Returns button.
Complete the required information, and then click Submit.

After you specify the line number of the returned product on the invoice, the invoice date and customer purchase order are automatically displayed.

If the invoice that you previously specified was a consolidated invoice, manually apply the individual returned lines to the original invoices. The consolidated invoice has no lines attached.
If the product is a serial or lot product, specify control numbers.
Click Save when the Qty to Allocate amount is 0. If the product is serial-controlled, you can scan the number to enter it into the Serial # field.
Click Add to add the line to the order.
Optionally, select Collect Payment to select a different payment type for the return.
Finish the order.