Page Comparison

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Select the reason for returning the item. One of:

• Order ErrorErrors
  • Rep made an error
  • Customer made an error
• Picking / Shipping Error
  • wrong item was sent to the customer
  • more was sent than ordered
• Goods Damaged in transit
• Goods Damaged in use
• Defective Goods
• Goods not wanted
• Short Dated Goods
  • for perishable products
• Wastage
  • Common if a customer can return unsold items eg expiring product
• Product Recall
• Sale or Return 
  • product that it is agreed the customer can return if not able to resell
• Other - not in above list

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• Replace Only
  • if the customer has a problem with what you have sent and simply wants it replaced - ie colour
• Credit /refund Only
  • no need to send anything or return anything
  • Credit will be created
    • Default Credit default account can be set on GL Control Accounts - otherwise will be default revenue account
  • Refund screen will open = only save it if you plan to send a refund - otherwise close the screen without saving
• Return Only
  • Will inspect the return item
• Refund then Return
  • Create Credit Note n Refund Immediately - await product return
• Replace then Return
  • Send a replacement and wait for a return
• Return and Send AlternateReturn
  • Send Alternate then Return
  • • Expect a return but do not wait for it to send an alternate
  • Send Alternate then Return
    • Send alternative immediately expect return
  • Return-Inspect-Refund
    • Refund approval is required after return inspection
  • Return-Inspect-Replace
    Invoice (
    • Replacement will require approval after the inspection
    • Invoice 
      • if an additional item was sent but not invoiced
      )

    RA's for items that were not on an original order

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    The following table shows the valid Reason/Action combinations: 

    Action > Reason V	Potential Reason	Replace Only	Credit Only	Replace-Return-Inspect	Return-send correct item	Return-Inspect-Credit	Return-Inspect-Replace	Return and Inspect	Invoice
    Order Error Rep/Agent Customer Shipping Not Wanted	Sales order was entered incorrectly

       

    X

    X

       

    Delivery Error	sent to customer but not on sales order	X	X

     

    X

      

    		X	X
    Goods Damaged(Not Delivered)	Returned before customer receipt	X	X

          

    Goods Damaged(Delivered) In transit In use	Returned after customer receipt	X	X	X

     

    X

    X

      

    Defective Goods	Some defect not related to delivery	X	X	X

     

    X

    X

      

    Short-dated goods	Expiry date to short at time of delivery	X	X	X

     

    X

    X

      

    Wastage	Stock considered waste	X	X	X

     

    X

    X

      

    Product Recall	Supplier recall	X	X	X

     

    X

    X

      

    Activities that follow Actions

    The following table shows what activities take place for each action.

    Action	Potential Reason	Replacement order	Inspect before next step	Credit	Inspect after next step	Invoice	Stock Adjustment
    Replace Only

     

    X

     

    X

    scrap

      

    Credit/Refund Only

       

    X

    scrap

     

    		x
    Replace-Return-Inspect

     

    X

     

    X

    X

     

    		x
    Return-send correct item (Alternate)	Order Error	Item wanted

     

    X

    X

     

    		x
    Return-send correct item (Alternate)	Delivery error	Item ordered

     

    X

    X

     

    		x
    Return-Inspect-Credit

      

    (or refund)

    X

    X

      

    		x
    Return-Inspect-Replace

     

    X

    X

    X

      

    			x
    Return and Inspect

        X  Invoice     X 

    (or Return Only)					X
    Invoice						X

    RA's Cannot include Action of "Invoice" with any other Action

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    Note
    Only the Action "Invoice" does not need Approval

     

    
    

    

    RA's that are Awaiting Approval

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    Users must have the secure feature Secure Features List and their impactsFeatures#CanAuthoriseReturnAuthorisations

    The Process After Approval

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    The user will require the secure feature Secure Features List and their impactsFeatures#CanInspectReturnAuthorisations

    The Warehouse will default to the same warehouse as the original order

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    If Reason is 'Delivery Error'  and Action is 'Return and Inspect' then 'Return To' must be Stock. No stock is returned to inventory and no COGS journal is written because this item was over-delivered and was never taken out of stock.

     

    
    

    COGS Journal's are written as stock is returned

    A COGS journal is written for each item inspected as well as those with Action 'Credit Only' or 'Replace Only'

    The GL account for the credit line of the COGS journal will be:

    • If the Reason is 'Defective Goods' or 'Goods Damaged(Not Delivered)' and there is a 'Cost of Sales - Faulty Stock' account on the 'Maintain GL Control' form (Administration menu, Control, Maintain GL Control) Sales tab then this account.
    • If the original sales order used a Sales Order Profile to determine the COGS account to be used for the order then that account.
    • Otherwise the 'Cost of Sales' account on the 'Maintain GL Control' form (Administration menu, Control, Maintain GL Control) Sales tab.

    The GL account for the debit line of the COGS journal will be:

    • If the item is returned to Stock then the 'Default Stock Asset' account on the 'Maintain GL Control' form (Administration menu, Control, Maintain GL Control) Stock/Manufacturing tab.
    • If the item is returned to Samples and there is a Samples account on the 'Maintain GL Control' form (Administration menu, Control, Maintain GL Control) Stock/Manufacturing tab then this account.
    • If the item is returned to 'Supplier Claim' or if the Reason is 'Supplier Support' and the Action is 'Credit Only' or 'Replace Only'
      • If the supplier has a 'Supplier claim GL acct' on the Creditor form (Creditors menu, Creditor Maintenance) Creditor tab then this account.
        • The item must have a Claim% greater than 0.
      • Otherwise the 'Stock Write Off' account on the 'Maintain GL Control' form (Administration menu, Control, Maintain GL Control) Stock/Manufacturing tab.
    • If the Reason is Wastage and there is a Waste account on the 'Maintain GL Control' form (Administration menu, Control, Maintain GL Control) Stock/Manufacturing tab then this account.
    • Otherwise the 'Stock Write Off' account on the 'Maintain GL Control' form (Administration menu, Control, Maintain GL Control) Stock/Manufacturing tab.

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    A user with the secure feature Secure Features List and their impactsFeatures#CanAuthoriseReturnAuthorisations will need to Authorise the creation of replacement orders and credit notes by choosing "Confirm" from the status menu.

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    Note
    If ANY of the items in the Return require inspection before credit (i.e. Actions 'Return-Inspect-Credit' or 'Return-Inspect-Replace') then the replacement order will be created after the Return has been Confirmed after Inspection, otherwise the replacement order will be created after the Return has been Approved after submission.

    Supplier Claims

    Where you plan to claim on a supplier use Supplier Claims based on supplier funded promotions, Customer Returns, Stock Write offs

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