Processing customer returns in TWL

You can enter returns on a SO order, but we recommend that you use the RM order type for TWL warehouses. These high-level instructions provide information for processing a return in TWL.

  1. In the system, create an RM or SO order in Sales Order Entry.

    If you are returning merchandise to the vendor, then you can create or tie a Purchase Order RM to the Sales Order RM. The customer order must be specified. The customer order is usually entered by a customer service representative, but it can be entered by warehouse personnel, depending on your operation.

    For instructions, access the online Help.

  2. Print the customer order to release the order to TWL.
  3. Use the RF to receive the merchandise into the warehouse and close the RT.

    The status of returned inventory determines how it is routed from the receiving dock.

    If your TWL administrator has selected D-Default from Host for parameter 6255, Return RT Processing, the stock status code is the return type when a return is received. The stock status code is specified by the customer service representative. Parameter 1071, Return RT Processing, is used to determine if you can override the default. If the field is blank, the inventory is returned to stock and can be allocated to orders.

  4. In the system, generate a WL Entry Batch Shipping Report to synchronize customer returns.

    Although a customer RM is considered to be a receipt in TWL, the WL Entry Batch Shipping Report is used to upgrade the order to Stage 3 (Shipped).

  5. In SA Administration-Administrator Options-Logistics-WL Options, ensure that your TWL administrator selected All in Type of Returns to Place on Hold. Selecting All enables all Return Merchandise (RM) orders and sales orders with return lines to be placed on hold.
  6. Access the order in Sales Shipping Feedback Entry, and specify Yes in the Approve field.
  7. In the system, run the Sales Entry Invoice Processing Report to invoice the order, and to adjust the customer’s account and increase the inventory quantity.