Customer returns

Customer returns are processed through the same channels as purchase orders and warehouse transfers because these items are received in the warehouse. A customer may return an item to a TWL warehouse for credit. The return can be entered in Sales Order Entry on a Return Merchandise (RM) type order. Or, the return can be combined with sales lines on a Stock Order (SO). In either case, a return or adjust reason must be specified to identify the reason the customer is returning merchandise. The adjustment is made to inventory.

Customer returns have a default status of Return Hold in TWL, based on the Approve Type For Customer Returns Placed On Hold option in SA Administration-Administrator Options-Logistics-WL Options. After inspection, the items can be put back in stock, returned to the vendor, or disposed of. The default status requires a stock change that is processed through WL Entry Batch Adjust Inventory Report to adjust the system.

In TWL, you have another option for handling return or adjust codes. You can use the return or adjust code that is specified by the customer service representative (CSR) when the merchandise is received. To use this code, ensure the TWL administrator has selected the D – Default from Host option for parameter 6255, Return RT Processing. If the CSR specifies a return/adjust type that is not valid in TWL, then the default hold code is released to TWL. Other codes can also be selected as the 100% default with parameter 6255. You can overwrite this default code with validation even if parameter 1071, Return RT Processing, is No. The No setting means the status set by parameter 6255 is used. The user must use the stock adjustment screen to move the item to another status.

The RM order is released to TWL after you print the order. The order is displayed in the receipt file to be received into the warehouse. If sales lines and return lines are combined on a SO order, the order is split into two separate files during the release. The sales lines go to the TWL customer order file and the return lines go to the TWL receipt file.

When you try to close a RT, it is checked by the system. This check is to determine if it is related to a return line on a Stock Order (SO). If related, then the receiving file is searched for in the corresponding order and the status is checked. If the order is not being processed, the order is removed without notifying the system and the RT is closed. Closing the RT generates a backorder for the sales lines.

After the RT is closed, the RT should not be reopened. To receive additional quantities, create a backorder. The receipt should be posted against the backorder. An RT may be accidentally reopened in TWL and transactions uploaded to the system. If this occurs after WL Entry Batch Receiving Report has processed the RT, the transactions do not update the system with the new postings.

You cannot close an RT if you have not received items against the RT.

You can add line items to a customer return when you receive the goods. If so, then the lines are synchronized to the system as a ship transaction when you close the RT. The added lines are processed in WL Entry Batch Shipping Report.

A build-on-demand kit can only be returned to stock from Sales Order Entry when you specify the kit on a Return Merchandise (RM) order. The components of the kit are received with the same status code as the kit was assigned.