Terms

1. Buyback

   1. when an item no longer us able to be used by a customer but may have value and the customer wants you to purchase this from them

2. Return

   1. when a customer is making a claim for credit

Summary

It is common for large and repeat customers to send back to you a group of items that they want to claim without indicating which sales order they were received on. In this case the business needs to decide

1. Do I accept the items as a return

2. Will I send a claim to my supplier

Creating the bulk Return from items that arrive in the warehouse

Create the header reference number

Find the customer, choose from related delivery addresses, enter an optional summary > save

Open

Status will be “Vendor Review”

Add lines

Scan each item > populates details

Enter customer reference / customer comments

Customers Preferred outcomes

1. Accepted: credit or replace

2. rejected: Scrap or Return to customer

Save > Creates claim line

Open

Test and Save Results

Enter test comments, Fault codes, Photo Image

Approve (or Reject)

Approval (Rejection) Classification

Supplier (if doing supplier claim)

Print Label > depends on next steps

1. Return to customer label

2. Place in stock label

3. Claim on supplier label

Continue until all claim lines decided

Status > Customer to Authorise

Customer logs into portal to review / dispute / approve

List of Bulk Returns or Buybacks

Detailed list

Customer can

1. Accept all findings (unless any lines are status “Dispute”)

2. After all lines to be disputed are updated > Submit Dispute

Dispute a Rejection

After dispute entered

Change Action on Approved lines

Customer can then submit for dispute resolution

Review dispute and resend to customer for review

Once all disputed lines are decided

Customer accepts findings

Status moves to Authorised

Ready to create credit note / replacement order

Credit note created

Will show on the Log Financial Tab

Default GL account can be set at GL Control Accounts - otherwise default revenue account will be used

A Replacement sales order will also be created with the lines to be replaced and linked to the created credit note. This order is like any other order and can have additional lines added, lines deleted etc.